SERVICE DELIVERY MANAGEMENT SYSTEM Local Plan for Passenger Information During Disruption (PIDD)
Document Author: Synopsis & Briefing Note:
This document outlines how Virgin Trains East Coast is working to improve information to customers in times of disruption.
Service Delivery This document details the response of Virgin Trains East Coast aligned to Project Manager the ATOC Approved Code of Practice (July 2014 version).
This document also acts as a status report on Virgin Trains East Coast’s Authorised by: progress against industry recommendations.
Implementation Date: 30 September 2015
Head of Service Delivery
Published by the Safety & Environment Section.
If printed this document is UNCONTROLLED and not subject to update.
Issue Number 01 Issue Date September 2015
Contents Page
Section Description 1 Document History 2 Purpose 3 Scope 4 References 5 Aims and Objectives 6 Interfaces with Network Rail 7 Compliance 8 Key Requirements 9 Definitions and Glossary
Appendices A On Call Checklists B Hub /Satellite Station Information C Virgin Trains East Coast On Call Structure D Virgin Trains East Coast On Call Information Flows E Industry PIDD Action Plan F Virgin Trains East Coast Website / App Screenshot
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1 Document History
Issue Number Page Numbers Date Amended Details
Initial Issue of document aligned to ATOC ACOP 1 All September 2015 format (July 2014 version)
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2 Purpose
The below item is provided in compliance with PIDD recommendation 41:
2.0.1 Virgin Trains East Coast recognizes the importance of providing good information to customers in order to make informed travel decisions and the needs for this to be coordinated amongst the industry.
2.0.2 Virgin Trains East Coast supports the industries efforts to improve customer information and has fully adopted the ATOC Passenger Information During Disruption (PIDD) recommendations.
2.0.3 This document sets out Virgin Trains East Coast response to the ATOC Approved Code of Practice for Passenger Information During Disruption at a high level.
3 Scope
3.0.1 This document applies to all activities undertaken by Virgin Trains East Coast, by all its people and at all locations throughout the business.
4 References
The below item is provided in compliance with PIDD recommendation 42:
4.0.1 ATOC/ACOP014 - Provision of Passenger Information;
4.0.2 ATOC/ACOP015 – Passenger Information During Disruption
4.0.3 Network Rail Guidance Note for Control, Response and Station Staff: Information During Disruption
4.0.4 Virgin Trains East Coast Control Manual SMS 9.2
5 Aims and Objectives
5.0.1 To enable the timely and reassuring provision of correct and consistent information to passengers during major disruption/delays so that they can make well-informed travel decisions.
5.0.2 In addition to systems-based solutions of varying types, it is the commitment of customer facing teams – and crucially those supporting and feeding information to them – that is of absolute importance in the delivery of PIDD.
6 Interface with Network Rail
The below item is provided in compliance with PIDD recommendation 45:
6.0.1 Virgin Trains East Coast recognises that Railway Undertakings and Network Rail have a duty to work closely together and co-operate over all aspects of passenger information, including
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but not exclusively during periods of disruption.
6.0.2 Information from the site of an incident forms the key initial stage in the information chain. Network Rail takes the lead role at all operational incidents and has procedures setting out their response to such incidents, including as they relate to passenger information.
6.0.3 Virgin Trains East Coast recognises the ability of Railway Undertakings to provide consistent and timely information to passengers during disruptive incidents – is heavily dependent on the flow of information from Network Rail, particularly in reference to:
• estimates and information from the site of an incident/disruptive event; • cause of the delay; and • production of plans for the restoration of services.
6.0.4 Virgin Trains East Coast recognises its responsibility as a Station Facility Owners (SFO) to work with and cooperate in the dissemination of information in a non-discriminatory way that looks after passengers’ needs regardless of train operator. It is noted that not all SFOs are Railway Undertakings.
7 Compliance
7.0.1 This document outlines Virgin Trains East Coast ‘local plan’ to deliver information to passengers during disruptive incidents based on the guidelines in the ATOC ACOP and in close co-operation with Network Rail.
7.0.2 The Head of Service Delivery will be responsible for instigating a review of this local plan at least annually, every April, or as required post significant incidents, or development of the industry recommendations requiring further review.
7.0.3 Virgin Trains East Coast recognizes that due to local circumstances the flexible and collaborative approach required to recover a disrupted train service can also lead to alternative local solutions being adopted on a planned or unplanned basis, and this is encouraged where it is in the best interest of passengers.
7.1 Measures
7.1.1 The bi-annual National Rail Passenger Survey (NRPS) by Passenger Focus is a measure of passenger perception of disruption for all franchised train operators.
7.1.2 The quality of CSL2 messages are monitored by the Head of Service Delivery, with frequency measured on a periodic basis through automated reports from Nexus Alpha (provider of the Tyrell messaging system used).
7.1.3 Further internal development of qualitative aspects of Core Messages are been developed focusing on style and content using best practice from within the Stagecoach / Virgin Rail Group.
The below item is provided in compliance with PIDD recommendation 31:
7.1.4 Virgin Trains East Coast have engaged Northern Rail as an independent audit of Core Message quality on a mutual basis, taking advantage of the difference in network and operation type
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to provide an objective assessment. Northern Rail are also co-located within the York Rail Operating Centre. This audit will be conducted on an annual basis.
The below item is provided in compliance with PIDD recommendation 44:
7.1.5 Virgin Trains East Coast will also engage Network Rail and other railway operators on the London North Eastern route to reviews of local plans for suitability, taking account of best practice and to ensure they are complementary.
8 Key Requirements
8.1 General
8.1.1 Service Disruption Thresholds & Customer Service Level 2 (CSL2)
The below item is provided in compliance with PIDD recommendation 36 and 40:
8.1.1.1 Virgin Trains East Coast is a long distance intercity operator and this local plan is based upon this service type.
8.1.1.2 Regular messaging to the business will advise of the current status.
8.1.1.3 CSL2 should be declared once the Service Disruption Threshold/s below been reached, unless there is a good reason why it should not be.
8.1.1.4 Service status indicator: Service Status Descriptor Actions Green Normal Service: • Individual Train and Customer Advice • Services running normally Or • Single delay between 20-30 minutes Or • Single cancellation Yellow Minor Disruption: • Individual Train and Customer Advice • An incident is causing 5 or more • Consideration given to CSL2 services to be delayed over 30 implementation minutes • Implement CSL2 as necessary Or • 4 or more consecutive service cancelations in either direction or terminations Or • An incident is under investigation which could begin to affect the route Or • The service is returning to normal but some trains may still
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be delayed or altered Red Major Service Disruption: • CSL2 Implemented • Gold Command Conference Partial route closure with NR Or • 3rd Line Teleconference An incident is causing or likely to arranged • Muster Points Implemented • Ticket Restriction Lifted • Mutual TOC Ticket Acceptance • Hub Stations Introduced • Route Core Message Issued • Hub Hand-outs Issued • Posters Issued • Alternative route maps issued • All Digital channels updated to reflect service status Black Major Route Disruption: • CSL2 Implemented • Gold Command Conference • Route closure with NR Or • 3rd Line Teleconference • Weather related significant arranged disruption • Muster Points Implemented Or • Ticket Restriction Lifted • A prolonged incident which will • Mutual TOC Ticket Acceptance significant affect the route for • Hub Stations Introduced 12 to 24 hours, causing multiple • Route Core Message Issued cancelations and alterations to • Hub Hand-outs Issued the service. • Posters Issued
• Alternative route maps issued • All Digital channels updated to reflect service status • Business Disruption Group Mobilised • Volunteers requested • Do Not Travel Policy Implemented • The ATOC Code of Practice for Handling Customers involved in a Major Rail Incident will usually be implemented
8.1.1.5 The triggering of CSL2 results in a number of actions to be taken by different roles across the business. The roles and responsibilities during disruption are located in Virgin Trains East Coast SMS 9.2.3 Managing Service Disruption document.
8.1.2 Understanding of the end-to-end PIDD process
8.1.2.1 It is important that all staff understand their role in providing customer information during disruption and the interdependencies as well as information flows as part of an end to end process.
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8.1.2.2 The Virgin Trains East Coast corporate induction for new staff includes a disruption management briefing to provide an overall appreciation of the requirements under PIDD and different roles during disruption.
8.1.2.3 Virgin Trains East Coast staff are encouraged to attend the Rail Operating Centre in York where control is co-located with that of Network Rail London North Eastern route.
8.1.2.4 Virgin Trains East Coast Managers who undertaken on-call duties are briefed / trained on the principals of PIDD and the areas in which they are responsible for co-ordinating response to.
8.1.2.5 The end to end process for PIDD at Virgin Trains East Coast can be seen in the below flowchart.
VTEC VTEC VTEC Traincrew Signaller NR Control Operations NR On Call VTEC On Call Customer Info Customer Other TOCs Control Controller Channels
Advised Advised of the Advised of the Advised of the Advised of the Advised of the Frontline Incident Incident Incident Incident Incident Teams
Ticket Trackside CSL2 CSL2 Core Acceptance / Team Threshold Message Alternative Mobilised Exceeded On Call On Call Routes Response Response CSL2 Mobilised Mobilised Threshold All Customer Estimates CSL2 Holding Likely to be Channels Message Exceeded Updated CSL2 Response On Board
Site / Control Updated Updated Updated Support Messages (max Information Information 20 min Sought Sought frequency)
Support Plan Prioritised Priortised Delivery Plan Actions Strategic Response Plan Decisions Reviweed Customer CSL2 Incident Channels Threshold Not Resolved Monitored for Exceeded Consistancy
Customer Reaction to Delay / Repay CSL2 Plan Monitored Promoted Withdrawn CSL2 Ticket Withdrawn Acceptance Review Message Withdrawn Trainplan for Deliverability Monitor & Apology Respond to Messages Obtain Late Running Feedback & Review Delay / Repay Promoted
8.2 Operations
8.2.1 In the Control Room
8.2.1.1 Virgin Trains East Coast control is organized as per Virgin Trains East Coast SMS 9.2.1 General Procedures
8.2.1.2 Virgin Trains East Coast control has been co-located within the Network Rail, Rail Operating Centre in York on the London North Eastern route since January 2015.
8.2.2 Issue of a Holding Message
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8.2.2.1 Holding Messages should be issued as soon as practicably possible when the control becomes aware of an incident that is likely to result in a CSL2 threshold incident. It is not necessary that all details are known, nor the response times – merely that train services will be disrupted between two points and that more information will follow.
8.2.2.2 This would then be followed by Core Messages at regular intervals, targeted to be within 15 minutes of each previous message and not exceeding 20 minutes.
8.2.2.3 The Duty Operations Manager is responsible for the decision to issue the Holding / Core message with the Customer Information Controller responsible for delivering this.
8.2.3 Mobilisaiton of Operations and Customer Service response teams
8.2.3.1 Virgin Trains East Coast control is responsible for engaging/mobilising Railway Undertaking operational/technical resources along with additional customer service response staff to enable customers to be looked after appropriately.
8.2.3.2 The requirements for mobilisation are laid down within Virgin Trains East Coast SMS 9.2.1 General Procedures and Virgin Trains East Coast SMS 9.2.5 Support for Our People and Incidents.
8.2.4 Alterations to Train Services
8.2.4.1 Amendments to train services shall be made by the Duty Operations Manager, and communicated to the Customer Information Controller who is responsible for inputting the amendment into the Tyrell system. Where it is already known that a train is going to be cancelled, this should ideally be inputted into Tyrell before it’s booked departure time or as soon as possible thereafter, ideally within 5 minutes.
The below item is provided in compliance with PIDD recommendation 2:
8.2.4.2 The Tyrell messaging system, provided by Nexus Alpha interfaces with the Darwin database which then feeds downstream systems. This provides consistent information across departure boards, National Rail Enquiries, the Virgin Trains East Coast App and Websites – giving ‘one version of the truth’.
The below item is provided in compliance with PIDD recommendation 28.1:
8.2.4.3 All stations where Virgin Trains East Coast is the Station Facilities Operators (SFO) have customer information screens installed.
8.2.4.4 All stations where Virgin Trains East Coast are scheduled to call also have customer information screens, with the following exceptions: • Carrbridge (1 Virgin Trains East Coast service a week) (to be confirmed) • Newtonmore (1 Virgin Trains East Coast service a week) • Kingussie (1 Virgin Trains East Coast service a day) • Blair Athol (1 Virgin Trains East Coast service a week) (to be confirmed) • Dunkeld + Birnham (1 Virgin Trains East Coast service a week) (to be confirmed)
8.2.5 Contingency Plans
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8.2.5.1 Whilst the nature of service disruption may vary from incident to incident. Virgin Trains East Coast is currently conducting a review of all of its contingency plans in conjunction with Network Rail. These will align with the Network Rail London North Eastern route contingencies and Virgin Trains East Coast will engage Network Rail and other route operators in this review. This is due for completion by March 2016.
8.2.5.2 Contingency plans take account of line blockages, fleet shortfall and severe weather as well as point of origin cancelations and are respective of the type of operation; long distance.
The below item is provided in compliance with PIDD recommendation 5:
8.2.5.3 Contingency plans maybe implemented on a day A for Day B process, where significant disruption is anticipated. This process has been reviewed and re-briefed to Network Rail and the Head of Operational Planning and deputy are the designated contact.
The below item is provided in compliance with PIDD recommendation 6:
8.2.5.4 Spot checks on the Day A for Day B timetable upload will be undertaken by the Customer Information Controller, triggered by the 3rd Line On-Call Manager. This spot check will ensure that downstream systems have been correctly updated with the amended timetable for customers to access. This process is described in Virgin Trains East Coast SMS 9.2.3 Managing Service Disruption and SMS 9.2.5 Providing Customer Information.
8.2.6 Cause of the Disruption
8.2.6.1 The Customer Information Controller will select the cause of the incident in Tyrell from the list of approved causes as determined by the ATOC Information Development Group, this presents one consistent reason on customer facing systems and that of Network Rail. This list is currently under revision. Virgin Trains East Coast systems have been prepared for this introduction.
The below item is provided in compliance with PIDD recommendation 15 and 16:
8.2.6.2 Ordinarily all Virgin Trains East Coast announcements on board are made manually by the Train Guard. There is no provision for information screens for visual or audible automated messages on the High Speed Train (125) fleet. On the Electric (225) fleet there are no visual information screens, however the train does have facility to play manually triggered pre- recorded announcements however these are not commonly used and manual announcements encouraged. With new Intercity Express Program (IEP) trains scheduled for delivery from 2018 there is currently no plans to retrofit the current fleet with this facility. Guidance on wording is given through the Customer Service Standards On-Board Experience Guide.
The below item is provided in compliance with PIDD recommendation 15 and 16:
8.2.6.3 All Virgin Trains East Coast managed stations have announcements made manually by the station team to supplement visual information on information screens. Guidance on wording is given through the Customer Service Standards On-Board Experience Guide.
8.2.6.4 Where necessary additional detail to provide more specific information can be added to the “Further Information” section of the message. The National Rail Enquiries Service details how National Rail Enquires shall use this information and the timescales within which this shall be displayed on their website / social media channels.
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The below item is provided in compliance with PIDD recommendation 1:
8.2.6.5 To ensure customer gets the right level of information during disruption a prominent banner will be displayed on the Virgin Trains East Coast website to show the current service status. An example of which included as Appendix F.
The below item is provided in compliance with PIDD recommendation 8:
8.2.6.6 Consistency checks with Virgin Trains East Coast website during disruption are to be delivered by the On Call Press Officer, including other third party websites. The Customer Information Controller is empowered to make manual amendments to the website or to request the National Rail Communications Centre to do so.
8.2.7 Control Room Immediate Actions
The below item is provided in compliance with PIDD recommendation 11:
8.2.7.1 Virgin Trains East Coast must carry out an audit of the Tyrell messaging address books at least once annually to ensure contact details are up to date. This will typically be delivered in line with documentation review in April and must include both the National Rail Communication’s Centre and other Train Operating Companies.
8.3 Customer Service
8.3.1 Holding and Core Messages
8.3.1.1 Virgin Trains East Coast recognizes that in a disruptive incident customers and staff require rapid and consistent information. Information about the nature and extent of the problem together with the resolution time may chance as the incident develops.
8.3.1.2 Virgin Trains East Coast will aim to distribute core messages every 15 minutes, and at a no greater frequency than every 20 minutes during a CSL2 incident. This is to ensure consistent updates.
8.3.1.3 Virgin Trains East Coast will aim to provide an estimate for the resumption of services which is realistic once the extent of the problem is known. Holding messages should be used initially if the extent of the problem is not yet known.
8.3.1.4 Messages are sent using the Nexus Alpha Tyrell system by the Customer Information Controller. Messages should be structured as below: • The nature of the problem (required from Virgin Trains East Coast or Network Rail) • Understanding what format the service will take in the meantime • The Impact on the train service • An estimate for normal running (depending on estimate for fix / moving obstruction etc) • Advice for the customer – alternative routing, ticket acceptances etc.
8.3.1.5 The phrase ‘until further notice’ should be avoided and replaced with ‘disruption can be expected at least until’. Further context to this may be provided, particularly where trains or traincrew have been disrupted and are now out of place to work services.
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8.3.2 Alternative Routes and Ticket Validity
8.3.2.1 Details of the arrangements for communicating ticket acceptance and the requirement to log when a request is made and the time that acceptance was accepted and withdrawn, (or declined, with a reason why), are found in SMS 9.2.3 Managing Service Disruption.
8.3.2.2 Virgin Trains East Coast is a signatory to the ‘North London Agreement’ for ticket acceptance and has agreed processes with Virgin Trains (West Coast), East Midlands Trains, Govia Thameslink Railway, Frist Transpennine Express, First Hull Trains, Grand Central and Arriva Cross Country. This includes cross London transfer acceptance with London Underground (LUL). Ticket acceptance should be confirmed verbally prior to communicating to customers to ensure receiving operators staff are suitably informed as part of a streamlined industry approach.
8.3.2.3 Details of ticket restriction easements considerations and authorisaiton are detailed in Virgin Trains East Coast SMS 9.2.3 Managing Service Disruption
8.3.3 Cheapest Ticket Policy
8.3.3.1 Virgin Trains East Coast On Call Director is empowered to enact the cheapest ticket policy, or the 3rd Line On Call if the On Call Director is not available.
8.3.3.2 The policy is contained within SMS 9.2.3 Service Disruption Management; if a customer requests a cheaper ticket to travel on the part of the East Coast route that is disrupted and a cheaper fare applies, then the cheaper fare will still apply and will be sold with the relevant restriction explained.
8.3.3.3 The Virgin Trains East Coast Customer Information Controller must communicate this policy with a clear timesframe via the Core Message when this applies and once withdrawn.
8.3.4 Do Not Travel Policy
8.3.4.1 In extreme circumstances where there are no reasonable alternatives Virgin Trains East Coast may issue a Do Not Travel warning. The overarching aim of which is to avoid stranding customers.
8.3.4.2 Virgin Trains East Coast On Call Director is empowered to enact the Do Not Travel Policy, or the 3rd Line On Call if the On Call Director is not available. Once agreed, the decision must be conveyed to the 2nd Line On Call Managers and the On Call Press Officer.
8.3.5 Other Operators Customers
8.3.5.1 Virgin Trains East Coast will look to support other operators during times of disruption where possible, recognizing our role as ‘lead operator’ following incidents on much of the London North Eastern route and our obligations as part of the wider industry.
8.3.5.2 All frontline Virgin Trains East Coast people are in the process of being issued smartphones to allow access to the internet for journey planning information and to enable receipt of Tyrell messages. This roll out started in August 2015 and is planned to be complete by December 2015.
8.3.5.3 All Virgin Trains East Coast ticket offices and information points have access to the National
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Rail Enquires website, journey planning tool and Tyrell messages to assist in queries relating to other operator and / or connections.
8.3.5.4 Virgin Trains East Coast will not offer a less favorable service to customers of other operators travelling in times of disruption where possible e.g. other operator’s First Class ticket holders will be entitled to the full First Class offer onboard until supplies are exhausted.
8.3.5.5 The Customer Information Controller will be responsible for relaying other operator’s disruption status, ticket acceptance arrangement and predicted customer flows through Tyrell and communicating this to the business for appropriate action to be taken. If in doubt the Customer Information Controller should contact other operators to clarify the situation, by E- mail or telephone.
8.3.6 Compensation
The below item is provided in compliance with PIDD recommendation 17 and 18:
8.3.6.1 Virgin Trains East Coast operates a delay/repay scheme for customers affected by service disruption. A link to which is provided online for electronic submission, driven by Tyrell and can be supplemented by promotion on other digital channels e.g. Twitter as well as by onboard announcements (as mandated by the Customer Experience Guide). Station teams also can hand out hard copy forms to customers.
8.4 At the Station
8.4.0.1 Virgin Trains East Coast recognises that stations have a key role in the provision of timely information. All new entrants to the business are briefed on disruption management and this forms an important element of station teams role specific training.
8.4.0.2 Virgin Trains East Coast had trialled the use of tablet computers by frontline station teams to further support this objective. The conclusion of this trial has led to all frontline members of staff been offered a smartphone with similar functionality from August 2015.
8.4.1 Grouping stations together
8.4.1.1 Given the nature of the Virgin Trains East Coast route, a hub and satellite stations system is initiated to reduce the demands on the control as a subsidiary method of communication. This processes includes the use of traincrew muster points to resource trains using local managers. This process is initiate during CSL2 events and the process is outlined in SMS 9.2.3 Managing Service Disruption.
8.4.1.2 The hub and satellite station processes is supplemented by establishment of a Business Disruption Centre based in East Coast House, York which reconciles support to the control to support messaging, sourcing of rail replacement, hotels etc to reduce pressure on the control
8.4.2 Customer Information Screens (CIS)
8.4.2.1 The accuracy of CIS becomes even more important during service disruption and is important to both customers and staff. Keeping these systems both updated and relevant must be a priority.
8.4.2.2 The LICC system used at Virgin Trains East Coast Managed stations takes feeds from Darwin,
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which utilises messages sent from Tyrell by the control. The LICC system is run from a primary server based in York with five locations which are able to update the system, Peterborough, Doncaster, York, Wakefield and Newcastle.
8.4.2.3 As a long distance operator suppression of multiple cancelations is not normally required but can be done by the above locations. This local manipulation can include other messages to avoid confusion to customers.
8.4.3 Announcements
8.4.3.1 All announcements at Virgin Trains East Coast managed stations are delivered manually. Announcement must be consistent with the information on the CIS system and that of Core messaging.
8.4.3.2 Guidance on wording is given through the Customer Service Standards On-Board Experience Guide, this may include using selective parts of the Core Message relevant to the location; particularly for ticket acceptance issues.
8.4.3.3 Due to the use of manual announcements at Virgin Trains East Coast managed stations the suppression of other information can be achieved if the system becomes overwhelmed.
8.5 On the Train
8.5.0.1 On-board the train, the primary responsibility for looking after passengers, especially during disruption, Rests with on-train teams and includes train crew, revenue protection staff and others as appropriate (such as travelling managers).
8.5.1 Information Flow
8.5.1.1 All frontline Virgin Trains East Coast people are in the process of being issued smartphones to allow access to the internet for journey planning information and to enable receipt of Tyrell messages.
The below item is provided in compliance with PIDD recommendation 23:
8.5.1.2 Virgin Trains East Coast will continue to review the apps and devices available to staff to ensure they are fit for purpose. Train Guards and Crew Leaders already have access to Genius Mobile and Tornado which can be used to provide further detail to customers and an internal app OTIS (on train information system). This review includes procurement and development of apps ‘in-house’ as required in line with changes in technology and customer / staff needs.
8.5.1.3 All Virgin Trains East Coast services are equipped with wifi to provide access to the above, with mobile data available to supplement this, where it is possible to obtain a signal.
8.5.1.4 All Virgin Trains East Coast services with customers onboard operate with as a minimum a guard and driver on board.
8.5.1.5 Communication outside of areas where internet / data signal is available are possible through GSM-R, although ordinarily reserved for safety critical communications only.
8.5.2 Sharing Information
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8.5.2.1 Virgin Trains East Coast recognizes that it is important for any information received to be shared, particularly where this comes from the signaler to the driver in times of disruption. The train guard will normally assume the lead in this role.
8.5.2.2 The train guard may task other members of the onboard team or other competent persons on board (e.g. travelling managers) to assist in this or specific communication tasks.
8.5.3 Announcements
8.5.3.1 All announcements on Virgin Trains East Coast trains are delivered manually, normally by the Train Guard. Announcement must be consistent with the information in the Core message.
8.5.3.2 Guidance on wording is given through the Customer Service Standards On-Board Experience Guide, this may include using selective parts of the Core Message relevant to the train, particularly for connections and the impact on the specific service.
The below item is provided in compliance with PIDD recommendation 24:
8.5.3.3 Where a Virgin Trains East Coast service comes to a stand between stations for more than 2 minutes a suitable announcement will be made to inform of the reasons for this in line with the recommended wording in the Customer Service Standards On-Board Experience Guide.
8.5.4 Face-to-face customer service
During times of disruption all Virgin Trains East Coast staff are encouraged to be highly visible on stations and on board to provide extra reassurance to customers and assist any vulnerable customers, or any customer who may have questions / concerns.
8.6 Internet, Social Media and Telephone
8.6.1 Virgin Trains East Coast recognizes the need to provide consistency of information with customers across all channels including internet, social media and telephone.
8.6.2 Information published via the internet should reflect that contained in the Holding/Core Messages and may be supported with further information that allows passengers to make informed judgements about their travel plans, including where it is sensible not to travel or take an alternative route, consistency will normally be achieved by using the terminology contained within the Tyrell feed which updates the Virgin Trains East Coast website.
8.6.3 In some circumstances (e.g. snow or flooding), photographs may help convey the nature/extent of the incident. Guidance should be sought from the on-call press office
The below item is provided in compliance with PIDD recommendation 1:
8.6.4 The Virgin Trains East Coast website contains a service status banner on the homepage, fed by the Tyrell messaging. Manual manipulation of which is possible via the Customer Information Controller or through the National Rail Communication’s Centre. Full details are found in Virgin Trains East Coast SMS 9.2.5 Providing Customer Information.
The below item is provided in compliance with PIDD recommendation 3:
8.6.5 Virgin Trains East Coast is working to minimize the changes of customers being offered
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incorrect journeys, and purchasing ticket for trains that will not run when there is disruption. There is currently a 20 minute time-lag between the website and live journey information. Work is ongoing to make this real time.
The below item is provided in compliance with PIDD recommendation 8:
8.6.6 The immediate nature of digital media means that regular updating and real time monitoring of Online information given to passengers is needed – this includes monitoring what it being disseminated by Virgin Trains East Coast website, National Rail Enquiries and news outlets. This will be undertaken by the press office on-call as detailed in SMS 9.2.3 Managing Service Disruption
The below item is provided in compliance with PIDD recommendation 37:
8.6.7 Virgin Trains East Coast operates its social media channels from 0600 to 2300 seven days a week, outside of these hours East Midlands Trains will issues service update broadcasts post on the companies behalf. East Midlands Trains are able to access to the same information as internal staff and are briefed on Virgin Trains East Coast services to support customer queries.
8.6.8 The specific hashtag #VTECDelay will be used for such events together with any hashtag used by National Rail Enquiries. The use of the Virgin Trains East Coast specific hashtag adds to the relevance of such incidents for followers.
8.6.9 Virgin Trains East Coast recognizes the more informal nature of social media, however the terminology must be aligned to that of core messages.
8.6.10 A map of the affected area and any alternative routes along with information about ticket Acceptance on other train operating companies/modes should be included. Virgin Trains East Coast is currently producing revised maps which will be made available on the website during times of disruption
8.6.11 Information given by telephone should also reflect the Holding/Core Message and staff answering calls need access to real time information systems that allow them to give advice on the disruption, what it means to the caller and what alternative choices they have. Virgin Trains East Coast customer relations line automated announcements can be manually recorded to give updates to any customer phoning to check on the service status. This process is detailed in SMS 9.2.5 Managing Service Disruption.
8.7 Learning for the Future
8.7.1 It is recognised that reviewing past events is the best way to learn for the future and continuously improve. Reviews of major disruptive incidents should include, or address separately, issues purely relating to the customer and the flow of information to them and the teams who are helping them, including third parties.
8.7.2 Virgin Trains East Coast Smart Learning Reviews (SLRs) will ordinarily be triggered when the following criteria has been met; TOC on self-delay minutes in excess of 300 minutes, 6 or more services cancelled, or as directed by the Head of Performance or Head of Service Delivery.
8.7.3 Smart Leaning Reviews (SLRs) will typically have representation from the service delivery team in control, those involved at site (as applicable), traincrew (as applicable) and members of the performance team.
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9 Definitions and Glossary
ATOC - Association of Train Operating Companies
ACOP – Approved Code of Practice
Cheapest Ticket Policy – the fare policy that ensures customers are not penalized during disruption
Control Room – Virgin Trains Train Service Delivery intervention activity in the York Rail Operating Centre on a real time basis. In addition to service recovery / incident management this includes providing information to staff, passengers and third parties.
Core Message – A jargon free message issued by control during major delays / disruption at internals defined in the PIDD-DS when CSL2 is in force. The core message contains the problem, the impact and advice to customers.
Customer Service Level 2 (CSL2) – this term describes the enhanced mobilization that enables delivery of enhanced information and associated specific customer service requirements during major delays / disruption.
Do Not Travel Warning – a structured advice issued during major delays / disruption when travel is not recommended. This can only be issued by a railway undertaking and will take into account any viable alternatives.
Good Practice Guides – documents containing identified good practice and advice issued by ATOC from time to time on behalf of Passenger Information Strategy Group.
Holding Message – a message issued by control containing available details of an incident / disruption and the impact on service to provide initial advice of a disruptive incident
Major delays/disruption – a level of disruption above a defined service disruption threshold (see above).
Passenger – this term related to customers undertaking a journey, i.e. on a train/station including transfers to LUL; intending passengers – at stations that are yet to commence their journey; and meeter’s and greeter’s - people waiting at stations / other locations for passengers.
PIDD – Passenger Information During Disruption
Service disruption threshold – the level of disruption above which CSL2 will apply (as defined above)
Ticket acceptance policy – a railway undertakings policy that covers the following key aspects during disruption; disrupted trains; travel by alternative routes; decision making on the day; communications on the day; ticket issuing during disruption; and periods of amnesty.
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Appendix A – On Call Checklists
2nd Line Customer Services On-Call Checklist
Action Item Completed Time Contacted Call all 1st line On Call Managers to ensure they are aware of the disruption and updated them as needed (all depots) Join all internal Virgin East Trains Coast disruption Conference Calls Liaise with logistics to ensure stock and service and service level are managed Obtain vulnerable passenger info from 1st line On Call Managers for the conference call Check the chain of care process for affected staff has been initiated Check Virgin Trains East Coast website for accurate catering service information through the disruption Raise any issued affecting Virgin Trains East Coast customer s/ operations with 3rd Line On Call Confirm 1st Line On Call manager monitor route messages and disruption flipchart
2nd Line Stations On-Call Checklist
Action Item Completed Time Contacted Within the first 20 minutes of red or black status ensure 1st line Station On Call Managers are in the process of implementing the stations service disruption plan; • Info controllers to have issued a hub handout within the first 15 minutes after declaration of red/black status • All frontline staff to be wearing hi-vis customer service tabards • Information controllers at KGX, PBO, DON, YRK, NCL and EDB to be double manned where possible • Duty team Leaders to be highly visible on the station concourse • Deploy staff, irrespective of grade to strategic locations on the station • Delay repay forms available for immediate handout • A runnier appoint dot work for the DSM where necessary • CATS team mobilized • Coaches ordered and coordinated accordingly – think of start and destination points of coaches requiring staffing • Frequency of PA customers information announcements
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to be between 3-5 minutes • Customer Information Screens to be up to date – close down old information (e.g. multiple cancelations to show running services) • Travel center staff aware and being updated via Hub handouts and Shift Leader / Manager communication • Ensure 1st line station on call manager have pre-ordered taxis and taxi marshals to meet demand • Ensure 1st line station on-call manager have pre-booked hotels, where necessary • Ensure adequate food and beverage facilities are available where necessary
At the 40 minute stage contact 1st Line Station On Call Managers to Ensure the above actions have been considered for considered for implementation Liaise with BDC as appropriate Liaise with the On Call Press Officer to agree wordings for Apology posters Maintain upward communication to 3rd line On Call Manager, provide information on customer numbers at key stations For Black status consider next day staffing Attend key station location where necessary Within 24 hours complete a SWOT analysis and submit to General Manager
3rd Line On-Call Checklist – Red or Black Status This checklist should be considered as a guide to managing service disruption The 3rd Line Duty Officer should use best judgment which elements of this list need consideration throughout an incident.
Action Item Completed Time Not Contacted Applicable Liaise with DOM, gain full understanding of the incident and solutions. Agree the status (red/black) Appraise the On-Call Director Appraise 2nd Line On Call Stations and Customer Service Appraise the on call press officer – agree activation of the Social Media On Call Liaise with On Call Guards/Driver Managers as required Chair an ‘all management’ telephone conference (red and black status only) Activated Service Disruption Team Open the Business Disruption Centre Check Muster Points at relevant locations have been Document Local Plan for Passenger Information During Disruption (PIDD) Issue No. 01 Issue Date September 2015 Page 19 of 31 opened Consider lifting ticket restrictions/ invoking do not travel policy and ensure robust communications Check free wifi/right to care has been activated on relevant services Consider last train policy Consider impact on next days service (day A for B timetable – advise Operations Planning Team and DfT), advise Customer Info Controller to check TT on website/journey planner for accuracy after upload Chair an ‘on call management’ telephone conference approx 30 minutes after initial conference (red and black status only) Obtain update from 2nd line On Board On Call Manager (using 2ND Line On Call checklist) Obtain update from 2nd line Stations On Call Manager (using 2ND Line On Call checklist) Liaise with 3rd Line Network Rail as necessary (contact details from the Duty Operations Manager) Continue to update the On Call Director Continue to update the On Call Press Officer Represent Virgin Trains East Coast at Network Rail conference calls
Press Office On-Call Checklist – Red or Black Status
Action Item Completed Time Not Contacted Applicable Notify appropriate media channels Update black/red status banner message on Virgin Trains East Coast website Check customer advice and travel on Virgin Trains East Coast Website for accuracy (via SMA on call) Check information on key third party websites for accuracy (via SMA on call): • www.nationalrail.co.uk • www.thamleslinkrailway.com • www.crosscountrytrains.co.uk • www.northernrail.org
Call out Social Media On Call (agree with 3rd line On Call Duty Officer) Liaise with / support Social Media On Call Liaise with 3rd Line On Call Duty Officer Liaise with Network Rail Comms / Public Relations Department Document Local Plan for Passenger Information During Disruption (PIDD) Issue No. 01 Issue Date September 2015 Page 20 of 31
Review copy for apology posters on request Provide advice to all front line teams on media issues
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Appendix B - Virgin Trains East Coast Hub & Satellite Stations
Team Opening Hours Mobile Station Type Leader Coverage Mon- No. Sat Sun No. Fri Edinburgh Y 24 24 24 Hub Waverley hours hours hours NR - Y Glasgow 24 24 24 Satellite VTEC - 07.00-20.00 Mon- Central hours hours hours Sat, 11.00-17.30 Sun 0605- 0620- 1035- Dunbar Satellite N 2155 2115 2305 Berwick- 0600- 0600- 0900- Satellite N Upon-Tweed 2300 2230 2300 0400- 0400- 0700- Newcastle Hub Y 2330 2330 2330 0420- 0430- 0730- Durham Satellite Y 0150 2330 0200 0440- 0445- 0745- Darlington Hub Y 0130 2330 0135 24 24 24 York Hub Y hours hours hours 0500- 0500- 0715- Doncaster Hub Y 0130 2300 0030 Wakefield 0500- 0500- 0815- Satellite N Westgate 0030 2315 2315 NR – Y 24 24 24 Leeds Hub VTEC– Y exc Sun AM hours hours hours 0530- 0530- 0915- Retford Satellite N 2315 2145 2315 Newark 0540- 0540- 0900- Satellite N Northgate 0100 2200 2345 0535- 0535- 0900- Grantham Satellite N 0100 2230 2359 0400- 0400- 0700- Peterborough Hub Y 0030 2300 2359 GTA - N VTEC staff in TC only: 0500- 0500- 0700- Stevenage Satellite 06.15-18.50 SX 0030 2359 0030 06.15-16.30 SO 08.45-16.00 SU London Kings 24 24 24 Hub Y Cross hours hours hours
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Appendix C - Virgin Trains East Coast On-Call Structure
Areas of Responsibility Operational Tactical Strategic 1st Line On Call Servic e Area 2nd Line 2nd Line 3rd Line On Call On Fleet Disrup Drivers Guards Stations Stations On Board Duty Officer Director Board tion Team 1 x 5 x Duty Operatio Station KGX ns Mgr Mgrs South KGX
PBO 4 x Central 6 x Driver Crew GR Mgrs 3 x Duty Manage Head of South A KGX Station rs Service Bounds NN Mgrs Delivery Green G 1 x PBO IC225 Driver Head of RET 3 x Duty Fleet Operational Mgrs LDS
Station Delivery Operations Director DO Mgrs Station South 4 x On Board Station N 2 x DON Manager T&RS Service Manager Head of Guards North & Scotland WK Engineer Mgr North Kings Cross Safety Mgrs West F s Environment KGX Yorkshir Station On Board Head of 3 x e 7 x Manager Service Operations Migration & LDS Driver 3 x Crew Newcast Manager Planning Change Mgrs LDS Guards 4 x Duty Manage le Central Director Mgrs Station rs Head of LDS Mgrs LDS 8 x Station On Board Operations Programme 1 x Teams Delivery Service Projects Director YRK Operatio 2 x 3 x Duty of 2 Manager Manager ns Mgr Guards Station Volunt South Head of HR Director
Central Newcastl Mgrs Mgrs YRK eers Station Performance e NCL North Manager DT On Board Sales & York N Service Head of Marketing 2 x 2 x 3 x Duty Mgr Stations Director Driver Guards Station Craigent Station DH 6 x Scotland Mgrs NCL Mgrs Mgrs inny Manager M Crew Head of Engineering EDB DAR HST Doncast Manage Resource Business Director Fleet er rs Manager Planning 4 x Duty IEP Train NCL Station st 1 Line NOS Project Mgrs Business Director NCL 4 x SD Change Mgrs BW 1 x Manager North K Operatio Scotland nd ns Mgr 2 Line NOS DU Scotland 1 x Duty N Programme Station 6 x 4 x T& Manager 2 x Mgr Crew RS EDB Driver Berwick Manage Engineer North Mgrs NCL rs s 4 x Duty GLC 3 x Station Driver Mgrs EDB Mgrs EDB
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Appendix D - Virgin Trains East Coast On-Call Information Flows
Single On Call Structure for Directors; Fleet, Press Office, Operational Planning (office hours National only)
Strategic 3rd Line – a single on-call Duty Officer covering the entire Virgin Trains East Coast Operation
nd Tactical 2 Line – On Call Manager for Customer Service
1st Line – separate On-Call Manager for each function; Drovers, Guards, Stations and On Board Operational Located at Key Locations along the Route
On Call Social On Call Press On Call Director Media Office
3rd Line Duty Service Disruption Officer Conference Call
Mobilise Service Mobilse Business Disruption Teams Disruption Centre
Logistics Team Support
2nd Line Stations 2nd Line On Board
VTEC Website
Stations On Board
1st Line On Call
Drivers Guards Virgin Trains East Incident Occurs Coast Control
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Appendix E – Industry PIDD Action Plan
Key
Items in Grey are industry deliverables and not operator specific
Colour
Status Closed On Target Delayed Delayed (Complete) (Up to 6 Months) (Over 6 Months) Items 17 4 0 0 Virgin Trains East 81% 19% 0% 0% Coast Delivery (%)
Virgin Industry Trains East
Recommendation Delivery Coast Status
Date Delivery Date So that customers get the right level of March 15 for August 14 information when there is disruption, the industry needs to defining specify good practice in the area of prominent warnings on Good PIDD- websites (which cover local and multi-route disruptions) for Practice 01 incorporation into the “Good Practice Guide for providing Information to Customers” and TOCs then need to deliver the March-17 to changes to desktop and mobile websites and Smartphone apps. fully implement To make sure that the most accurate timetable is reflected in May 15 May 15 real time customer information systems (that are powered by Darwin, of which there are over 450), TOCs need to provide a PIDD- high proportion of known amendments, and strive to ensure 02 that all known amendments, for changes made on the day, are communicated in a timely fashion into Darwin e.g., before the train is due to depart its origin station, or within 5 minutes of being cancelled once it has started its journey. To minimise the chances of customers being offered incorrect March-17 journeys, and purchasing tickets for trains that will not run when there is disruption, the industry is committed to increase the number of suppliers who integrate the Darwin Timetable PIDD- feed into their real time journey planners - and ticket issuing 03 systems that offer journey planning functionality – in real time, with TOC channels being a high priority. This is to make sure that customers receive up-to-date information and are not offered cancelled trains in journey results – and therefore cannot book onto trains that will not run. For longer term disruptions (like Dawlish when the line Aug 15 collapsed during the storms in early 2014), the industry should PIDD- develop and adopt a process for getting passenger information 04 into downstream systems at the earliest, practical opportunity and for the duration of the disruption. Document Local Plan for Passenger Information During Disruption (PIDD) Issue No. 01 Issue Date September 2015 Page 25 of 31
The Day A for B process needs to be formally communicated by May 15 October Network Rail Operations to all Train Planning, Operations and 2014 PIDD- Information departments so that all parties are aware of the 05 timescales they need to work to in order for the process to be fully implemented. The industry needs to develop a Day A for B checking process, May 15 May 15 within the TOC controls and NRCC, to make sure that, when the Day A for B process has been implemented, spots checks are PIDD- made to give confidence that changes have been uploaded 06 correctly to the timetable system and passed into all downstream information systems
To make sure that customers are aware of any disruptions that March 17 may affect the journey they are planning to take, all TOCs should integrate the National Rail Enquiries Disruption feed into PIDD- the various parts of their website where customers can access 07 journey information – this will include the ticket sales parts of their websites (and other relevant digital channels) as specified in the “Good Practice Guide for providing Information to Customers”. Each TOC will implement a process whereby someone is sense- May 15 October checking their own website - and other major websites which 2014 contain information about their trains - at a frequency PIDD- appropriate to the level of disruption to make sure that what 08 the customer sees makes sense and that the information being provided is consistent.
PIDD- (Merged into PIDD-07) 09 PIDD- (Merged into PIDD-19) 10 To make sure information received about disruption is shared October 14 Business As with all required parties, all TOCs should implement a process Usual PIDD- to make sure that the NRCC and other TOCs addresses are 11 contained within the address books of their messaging systems, and that they are added to the correct recipient groups when sending information about disruption. To make sure that staff and customers receive the information March 16 they require during disruption, the industry should develop a PIDD- more streamlined and versatile method of providing the right 12 information to the right people at the right time, based on staff and customer requirements. In order to make sure that communications to customers about May 15 PIDD- disruptions are more meaningful, the list of revised reasons 13A should be implemented within TOC messaging systems
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In order to make sure that communications to customers about May 15 PIDD- disruptions are more meaningful, the list of revised reasons 13B should be implemented within Darwin for dissemination to customer information systems. So that customers are better able to understand what is December happening on the ground, and therefore make decisions about 15 PIDD- their travel plans, the evolving / changing story of the incident 14 should be made available to customers where practically possible. To increase customers’ trust in the information they are being March 17 Business As told when there is disruption; manual announcements should be Usual made during disruption (at stations and on trains) alongside the PIDD- current automated ones where the facility exists. For DOO 15 trains, PIDD-39 (modifications to make remote announcement to passengers on the train via GSM-R) will need to be live to make this fully available.
The industry needs to reconfigure the current suite of May 15 Business As PIDD- automated announcements (both on stations and on trains) to Usual 16 remove the apology where repeated automated announcements would be broadcast. When a journey is delayed to the extent that compensation is May 15 Business As payable, (in line with the Compensation Toolkit) operators Usual PIDD- should make reasonable effort to ensure information is 17 available which makes it clear that passengers can make a claim. Claim forms for compensation should be made easily available May 15 Business As PIDD- to passengers – on trains and on stations, where practical, and Usual 18 on all TOC websites (easily accessible, downloadable forms). So that customers are aware of disruptions, the industry needs March 19 to develop and implement a method of tying a customer’s PIDD- journey to the ticket they have purchased (where their journey 19 and personal data is known) – in order to provide tailored information (e.g. emails/texts on delays/cancellations and invitations to claim compensation). So that customers have visibility of information sources, to help Oct-15 them avoid the problem in the first place, the industry should promote the services that are currently available for customers PIDD- to check for delays before they travel – for example Real Time 20 Journey Alerts/ Smart Phone Apps – for example, on TOC timetable literature and on websites – and as part of PIDD- 12 commit to review the current suite of services to make sure that they are fit for purpose. PIDD- (Merged into PIDD-19) 21 PIDD- (Withdrawn) 22
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All TOCs need to review the apps & devices made available to May 15 September staff to ensure that they’re fit for purpose (i.e. does the device 2014 PIDD- have the right functionality and right level of mobile coverage 23 for the location that the staff member works in?) for providing customers with accurate information and TOCs will write into their Local Plans to review on an ongoing basis.
The industry will update its processes to make sure that they March 16 Business As PIDD- include the requirement for staff to make announcements when Usual 24 the train comes to a stop between stations within 2 minutes. This includes increased usage of “general call” announcements. Customers should to not be forced to pay more because of March 17 PIDD- disruption. In the eventuality that they are forced to pay more, 25 ‘no quibble’ refunds should be provided. Temporary fares that are put in place as March-18 mitigation for major disruption should be made readily PIDD- available to customers to purchase in all ticket issuing systems. 26 Those systems that do not have the ability to do this should be upgraded to make this possible. PIDD- (Merged into PIDD-19) 27 To establish what might be done to improve the March-16 information at unstaffed stations, where there is currently no PIDD- real time information provision (circa 500 stations), work needs 28 to be done to identify solutions powered by Darwin, so that TOCs are aware what is available to them so that they can build the costs into future plans PIDD- TOCs to advised their number of stations without any real time May 15 May 15 28A information (CIS) Ongoing quantitative research should be May 15 PIDD- commissioned to measure the improvement in the quality of 29 information during disruption for all train companies and that the results are published. In order to facilitate the work required in PIDD- 31/32, work May 15 PIDD- needs to be done to develop a measure of Core Message 30 quality. TOCs should monitor the quality of their own output for CSL2 May 15 September incidents, and at least once annually should carry out an in- 2014 PIDD- depth review of at least one CSL2 incident. This review should 31 be carried out by an independent party (such as another TOC) and focus on customer impact including information and other customer service. The industry should develop a standard for measuring Core October 15 PIDD- Message quality, and each TOC should have its Core Messages 32 audited against this standard by an independent party (such as another TOC) at least once annually.
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Where practically possible, an estimate for how long the May 15 PIDD- disruption will last should be provided. Where no estimate is 33 available, the industry should agree the form of messaging to be used until a reasonable estimate can be given to customers. Additional coaching should be provided for staff responsible for October 15 the production of Prioritised Plans (where there is a need) so PIDD- that the plans are produced more quickly and are fit for 34 purpose including in respect of duration and impact – and added into the controller training and competence management process. Network Rail needs to report the level of adherence to the May 15 PIDD- production of Prioritised Plans by Control in order for 35 compliance to be measured. All TOCs should review the contents of their local Plans and December August 14 PIDD- CSL2 threshold definitions against the content of the new ACoP 14 36 to ensure they are fit for purpose. So that customers who use Social Media to contact a TOC about October-15 Business As PIDD- disruption are not ignored, all TOCs need to review how they Usual 37 service the information needs of these customers throughout the period they are running trains. So that customers receive consistent information about multi- December- TOC disruptions across all channels, industry-wide Social Media 15 PIDD- good practice for providing information needs to be captured 38 and shared, whilst also taking into account individual TOC business needs. So that TOCs can make manual announcements to customers on March-17 trains, including DOO operated services, the work previously PIDD- done to ensure the GSM-R modifications are made, which will 39 allow TOC controllers to make remote announcements to the train, will be delivered subject to costs. All TOCs need to review their local Plans to ensure that they December August 2014 PIDD- are reflective of the type of service they are running e.g. 14 40 commuter / long distance / metro. To increase transparency and accountability, TOCs should October 15 PIDD- publish what they are doing under their local Plan issued under 41 the ACoP, together with the ACoP itself and an annual progress report. The Network Rail “Guidance Note for Control, Response and May-15 PIDD- Station Staff: Information During Disruption” document should 42 be published on the Network Rail website and an annual progress report provided. The PIDD ACoP and the Network Rail “Guidance Note for Oct-15 PIDD- Control, Response and Station Staff: Information During 43 Disruption” should cross-reference each other.
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TOCs and Network Rail should hold periodic cross-industry December- reviews of local plans in order to make sure they are up-to-date 15 PIDD- and also to share good practice. This should also include test 44 events to make sure that the information dissemination processes are kept up-to-date and fit for purpose. To help trigger the right cultural response this action plan will May 15 be circulated to all TOC and Network Rail Route MDs in order PIDD- for them to provide the right level of focus on PIDD within their 45 businesses. This will promote high level leadership for the local delivery of the action plan. So that the industry can respond effectively to engineering Not Yet Set overrruns, contingency plans should be in place and TOCs and Network Rail should ensure that planning, control and PIDD- passenger information functions are staffed appropriately when 46 engineering work is taking place, including on the day before services are due to resume - which might include Christmas Day and Boxing Day So that accurate information can be provided to customer when Not Yet Set short-notice timetable changes are necessary, the industry will PIDD- actively explore options that would enhance its ability to, at 47 any time of year upload alternative timetables into Darwin on the day. So that customers have access to the full details of their Not Yet Set PIDD- journey when there are engineering works, textual descriptions 48 should explain what is being done and why. TOCs and third party retailers should ensure that throughout Not Yet Set the journey-selection and purchase process it is clear that the journey returned is not the normal one (examples include if PIDD- there’s a bus journey, if it’s taking longer than normal; if the 49 trains diverted from normal route; if the journeys to a different station than usual or if there’s a reduced or significantly amended timetable etc).
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Appendix F - Virgin Trains East Coast Website / App Screenshots
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