Plans to create a powerful rail passenger watchdog have been revealed.
The Government has launched a bill to overhaul Britain’s railways, including an independent watchdog to give passengers a voice and hold train operators to account.
It wants to create Great British Railways, a new body bringing track and train together and has launched a consultation today.
The Government said during the consultation, it will work with the industry and aimed to put an end to outdated and inefficient processes which had resulted in poor performance, timetable chaos and complex fares and ticketing.
The new independent watchdog would be tasked with making sure that Great British Railways addresses the issues that consistently rank highest in passenger complaints, ensuring passengers are given clear information when they travel, and help tackle the maze of confusing rail fares and tickets passengers have to navigate.
It will hold operators to account on behalf of passengers and arbitrate where passengers are not satisfied about the handling of a complaint.
Working with the Transport Secretary and GBR, it would also be given the powers to set clear standards for passengers on things like journey information and assistance, investigate persistent problems, and publish reports on poor service. Where poor passenger experiences are identified, it will be able to refer this to the railway regulator for enforcement action.
Secretary of State for Transport Heidi Alexander said: “Passengers have put up with broken railways for far too long. This landmark reform will sweep away decades of failure, creating a Great British Railways passengers can rely on.
“We’re giving passengers a powerful voice with a new watchdog dedicated to addressing their biggest concerns, building railways people can trust, improving our services and boosting the economy in the process – the priority in our Plan for Change.”
