THE Office of Rail Regulation has warned that Network Rail and train operators must improve their standards of information to passengers, or face a fine.

The announcement of proposed new enforcement measures has come only days after 3,000 passengers were stranded by a signalling failure on the East Coast Main Line. Many of those involved were bitterly critical of how the situation was handled.

The ORR says it intends to ‘clarify and consolidate accountability for passenger information between train operators and Network Rail’.

Among the key points are the quality of information provided by Network Rail to operators, as well as the standard of communication onwards to passengers.

Operators will also be obliged to publish their plans for improving their information systems.

Anna Walker, who chairs the ORR, said a consultation was starting today and would run until 20 June, with the new rules expected to come into force this autumn.

She added: “Passengers need reliable information to make and plan their journeys and, with the strides made in communication technology in the 21st century, Britain's rail industry can and must deliver.

“We are all agreed that delivery of accurate and timely passenger information is crucial - particularly so during times of disruption, such as were experienced last winter when passengers were let down again.

“The rail industry has reacted positively to the Passenger Focus National Passenger Survey which shows only two in five passengers are satisfied with information provided during delays. Success requires the active cooperation of Network Rail and all train operators.

“However, industry-wide efforts would be helped by clear lines of accountability amongst train operators and between operators and Network Rail.”

The ORR said if it sees poor performers, it will challenge the party to explain itself and fix the problem. But if a licence is breached, enforcement orders and fines may be used.

The Association of Train Operating Companies agreed there was room for improvement, but said action was already being taken.

A spokesman for ATOC explained: “Operators, together with Network Rail, have been and will continue to invest heavily in improving information, and are looking closely at how they can deal better with circumstances such as those experienced during the heavy snow in December.

“We will continue to work with the ORR and the rest of the industry to make sure passengers get the high level of service they expect and deserve.”