The words used by train operators when things go wrong are sometimes confusing passengers instead of guiding them, according to a new report.

Passenger watchdog Transport Focus asked passengers for their opinions of advice like ‘do not travel’ on days when trains were actually running, and their responses were often critical.

The reactions to problems like bad weather, infrastructure failures (pictured) and industrial action differed according to how the operators explained the situation, and passengers ‘struggled’ if the railway was still running trains but telling its customers not to use them.

Bad weather in October 2021 prompted Transport Focus to examine how communications could be improved.

Passengers were asked what they understood existing ‘do not travel’ messages to mean, and if they provided the right information to make decisions about attempting a journey.

Some passengers will always try to make a journey even when there is disruption, because they tend to feel that their journey is not ‘deferrable’.

The research also includes railway users’ reactions to potential improvements, including feedback on content, language, tone and the effect on passengers. It found that the information passengers need varies depending on where they are in their journeys. Have they started out or are they still close to home?

Transport Focus chief executive Anthony Smith said: ‘Passengers can be annoyed when they know trains are running but are told not to use them. The railway should reflect carefully on when it is right to say, “do not travel”. Passengers would rather be given the facts so they can make an informed decision.

‘When there is major disruption, train companies should steer clear of baffling jargon like “ticket easement” and make sure they communicate in ways passengers will immediately understand.’

Jason Webb is customer information director and the Rail Delivery Group’s lead for the ‘Smarter Information, Smarter Journeys’ Programme.

He added: ‘The SISJ Programme was pleased to jointly commission this research with Transport Focus. The research delivered new insight into how customers react to information during severe disruption. Following the research, the SISJ Programme has worked with train operators to develop and implement best practice to be used when communicating “Do Not Travel” messages.

‘This includes recommended language, good practice messaging examples and communication principles which is now being used by train operators, so customers should benefit from clearer, more consistent information.’