MTR CrossrailPassenger Information DuringDisruption mini guide(PIDD)

May 2015

1. We will keep customers informed of the ‘Problem’, ‘Impact’ and ‘Advice’

2. We will provide a disruption warning in all locations where our customers need them

3. We will make alternative route information readily available as early as possible

4. We will ensure that electronic information sources are accurate and up to date

5. We will be visible, available and happy to provide assistance to customers

6. We will reassure customers with regular announcements on stations and trains

7. We will consider the impact of disruption on our older and disabled customers

8. We will act to avoid long waiting times on platforms when no trains are available

9. We will provide an impartial service to all customers, regardless of their travel choice

10. We will try to reduce the inconvenience caused to customers during disruption

Service disruption – key principles

We aim to maintain high levels of customer satisfaction with the information we provide during service disruption

PIDD =Passenger Information

During Disruption

The industry-wide project to improve information during disruption. TfL Rail has signed up to the PIDD Code of Practice, setting out minimum standards for customer information.

CSL2 =Customer Service

Level 2

The industry term used to describe the period when a train company experiences severe disruption. Valid National Rail tickets are normally accepted on alternative routes and we all “step up” to provide a higher level of service to customers.

Darwin

The National Rail Enquiries real-time timetable database that is now linked to most station information systems nationwide, ensuring that real-time information is consistent regardless of where customers are looking.

Problem

• Reason for delay• Location

Impact

• Current line status• Impact on journey• Likely duration

Advice

• General advice • Alternative routes

• Announcements • Posters and displays • Websites and apps

1. We will keep customers informed of the ‘Problem’, ‘Impact’ and ‘Advice’

How we communicate disruption information to customers:

Problem

ImpactAdvice

Core message

1DISRUPTION WARNING • First warning• Sent at start of incident

if there is time

2HOLDING MESSAGE • Sent within 10 minutes

of start of incident with all available information

3CORE MESSAGE • Regular message• Updated every 20 mins

• Control systems • E-mail

How we communicate disruption information from the Control Centre:

Problem

ImpactAdvice

Core message

Good service

• Trains running normally• Travel as planned

Severe delays

• Trains running but with longer delays

• Overcrowding and short notice changes likely

• Consider using alternative routes

Suspended • Trains not running• Use alternative routes

Part- suspended

• Trains running but not to all stations• Overcrowding and short notice

changes likely • Consider using alternative routes

Do Not Travel

• Significant disruption• Arrival at destination cannot

be guaranteed• Avoid all non-essential travel

Minor delays

• Trains running but with short delays• Expect slightly longer journey times

How we communicate the nature of the delay:

CSL2 delay statuses

2. We will provide a disruption warning in all locations where our customers need them

DISRUPTION WARNING POSTER• At stations• Along affected routes

MTR Crossrail

Disruption to train services betweenandDate: Time:

Dear Customer,

Train services are currently being disrupted due to:

There are severe delays affecting London Overground services from this station. Short notice cancellations, alterations and delays can be expected.

London Overground services are not expected to run from this station until further notice.

Customers are advised to seek alternative routes where possible to reach their destination. Please speak to a member of staff for more information.

07.11

DISRUPTION INFORMATION POSTER• At stations• Along affected routes

Disruption to train services

Due to service disruption, train services are not expected to run from this station until further notice.

Customers are advised to check the service update information within the station or speak to a member of staff before purchasing a ticket from this machine.

2015.05

TVM DISRUPTION WARNING SIGNAGE• At stations• Along affected routes

SERVICE UPDATE BOARDS• At stations• Updated hourly or every

20 mins during CSL2

INFORMATION MESSAGE ON CIS DISPLAYS• Updated by Control• Checked at stations

TICKET ACCEPTANCE PLAN• Shown on the NRE website• Subject to agreement of other

operators and communicated by Control

ALTERNATIVE ROUTE COMMUNICATIONS• With agreement of other operators• Details of routes shown

in Control messaging

SERVICE UPDATE BOARDS• At stations• Details of routes shown in

‘additional information’ box

LO NLL alternative routes web 20/9/14www.projectmapping.co.uk

Alternative routes during disruption onLondon Overground

Richmond / Clapham Junction - Stratford

© 2012 Andrew Smithers

FirstCapitalConnect

Southern

Southeastern

Croydon Tramlink

DLR

Victoria

Hammersmith& CityCircle

Jubilee

Chingford

Harold Wood

Brentwood

Brookwood

Kemsing

Farningham Road

Worplesdon

Wanborough London Road(Guildford)

ClandonHorsley

Effingham Junction

Penge West

PeckhamRye

WaterlooEast

Holborn

King’sCross

Earl’sCourt

AldgateEast

Highbury &Islington

Caledonian Road

Holloway Road

Arsenal

BethnalGreen

CamdenTown

KentishTown West

WarrenStreet

Seven SistersWalthamstow Central

Bethnal Green

Cambridge Heath

London Fields

Hackney Downs

Rectory Road

Stoke Newington

Stamford Hill

BlackhorseRoad

Bromley-by-Bow

Bow RoadMile End

Finchley Road &Frognal

HampsteadHeath

CaledonianRoad &Barnsbury

Kentish Town

GloucesterRoad

SouthKensington

Southwark

MansionHouse

Shadwell

Monument

Denmark Hill

Nunhead

Herne Hill

Tulse Hill

Ladbroke GroveLatimer Road

TottenhamCourtRoad

Covent Garden

LeicesterSquare

PiccadillyCircus

OxfordCircus

Shepherd’sBush

WestBrompton

KensingtonOlympia

SloaneSquare

Canada Water

Whitechapel

New CrossGate

New Cross

Temple

St Paul’s

St Johns

CanaryWharf

Greenwich

Deptford

Custom Housefor Excel

Canning Town

Hyde Park Corner

Knightsbridge

Edgware Road

Royal Oak

WestbournePark

Bayswater

Holland Park

EdgwareRoad

Wood LaneWhite City

High Street KensingtonShepherd’s Bush Market

Goldhawk Road

Balham

Mitcham Junction

Streatham

Surrey Quays

Hither Green

Maze Hill

Westcombe Park

Blackheath

RaynesPark

Great PortlandStreet

Regent’sPark

WestNorwood

Gipsy HillCrystal Palace

Streatham Hill

Harlesden

Stonebridge Park

Wembley CentralKilburn

WillesdenGreen

Dollis Hill

Neasden

Wembley Park

Harrow-on-the-Hill

Hammersmith

BaronsCourt

WestKensington

RavenscourtPark

StamfordBrook

TurnhamGreen

EastActon

NorthActon

ActonMain Line

WestEaling

KensalGreen Queen’s Park

North Wembley

South Kenton

NewMalden

BerrylandsSurbiton

Esher

Hanwell

Southall

Hayes &Harlington

Warwick Avenue

Maida Vale

Kilburn Park Euston Square

BakerStreet

KilburnHigh Road

SouthHampstead

ClaphamHigh Street

Elephant & Castle

Epsom

Leatherhead

Hersham

Walton-on-Thames

WeybridgeByfleet & New Haw

West Byfleet

Bank

TowerHill

TowerGateway

AnerleyNorbury

ThorntonHeath

Selhurst

NorwoodJunction

Aldgate

Farringdon

Barbican

Westminster

St Margarets

Twickenham

Whitton

Feltham

Ashford

Charlton

WoolwichDockyard

WoolwichArsenal

Plumstead

Abbey Wood

Belvedere

Kidbrooke

Eltham

Falconwood

Welling

Bexleyheath Barnehurst

Upney Becontree

DagenhamHeathway

DagenhamEast

Elm Park

Hornchurch

UpminsterBridge

QueenswayLancaster

Gate

MarbleArch

Green Park

St John’s Wood

FinchleyRoad

Swiss Cottage

BondStreet

St James’sPark

GoodgeStreet

RussellSquare

ChiswickPark

Ashstead

Gunnersbury

KewGardens

Fulham Broadway

Parsons Green

Putney Bridge

East Putney

Southfields

Wimbledon Park

WandsworthTown

PutneyBarnes

Earlsfield

Canonbury Dalston Kingsland

DalstonJunction

Haggerston

Hoxton

ShoreditchHigh Street

Angel

Old Street

Hackney Central Homerton Hackney Wick

Brondesbury

Brondesbury Park

Kensal Rise

Stepney Green

Bow Church

PuddingMill Lane

NorthGreenwich

Limehouse

Westferry

DevonsRoadLangdonParkAll

Saints

Poplar

Battersea Park Vauxhall

Pimlico

West India Quay

Heron Quays

South Quay

Crossharbour

Mudchute

Island Gardens

Cutty Sark for Maritime Greenwich

Deptford Bridge

Elverson road

Bermondsey

Upper Holloway

Crouch Hill

HarringayGreenLanes

Manor House

SouthTottenham

WalthamstowQueens Road

LeytonMidland Road Leytonstone

High Road

Wanstead Park

Woodgrange Park

Plaistow

Upton Park

East Ham

Maryland

Forest Gate

Lee

Mottingham

New Eltham

Sidcup

Albany Park

Bexley

Dagenham Dock

Rainham

Barnes Bridge

Chiswick

Strawberry Hill

MortlakeNorth Sheen

West Dulwich

SydenhamHill

Brockley

Honor Oak Park

Forest Hill

Sydenham

East Dulwich

North Dulwich

WimbledonChase

SouthMerton

MordenSouth

St HelierSutton

Common

West Sutton

Motspur Park

Queens RoadPeckham

South Bermondsey

Worcester Park

Stoneleigh

Ewell West

Bookham

Hinchley Wood

Claygate

Oxshott

Cobham &Stoke D’Abernon

Haydon Road

Tooting

CarshaltonHackbridge

MitchamEastfields

ClaphamNorth

ClaphamCommon

ClaphamSouth

Tooting Bec

Tooting Broadway

Colliers Wood

South Wimbledon

MaldenManor

Tolworth

ChessingtonNorthChessington

SouthWaddonWallingtonCarshalton

Beeches

Morden

Ewell East

Cheam

Birkbeck

Penge East

Kent House

Crofton Park

Catford

Bellingham

BeckenhamHill

Ravensbourne

Ladywell

CatfordBridge

Lower Sydenham

BeckenhamJunction

ClockHouse

Shortlands

Elmstead Woods

Chislehurst

Bickley

Grove Park

Bromley North

Sundridge Park

WestActon

ActonTown

EalingCommon

Drayton Green

Castle Bar Park

South Greenford

Chertsey

Addlestone

Teddington

Hampton Wick

Kingston

Norbiton

Northumberland Park

Angel Road

Ponders End

Brimsdown

Bruce Grove

White Hart Lane

Silver Street

Harringay

Hornsey

Alexandra Palace

New Southgate

Oakleigh Park

New Barnet

Bowes Park

Palmers Green

Winchmore Hill

Turnpike Lane

Wood Green

BoundsGreen

Southgate

Oakwood

Cockfosters

Chalk Farm

Belsize Park

Hampstead

Golders Green

Brent Cross

Hendon Central

PrestonRoad

Greenford

ArnosGrove

Clapton

ActonCentral

SouthActon

NorthwickPark

Park Royal

North Ealing

Alperton

Sudbury Town

Sudbury Hill

South Harrow

WembleyStadium

NorthHarrow

PinnerNorthwood Hills

NorthwoodMoor Park

Rickmansworth

Archway

Highgate

Tufnell Park

East Finchley

Finchley Central

West Finchley

Woodside Park

Totteridge &Whetstone

High Barnet

Colindale

Burnt Oak

Edgware

Cricklewood

Hendon

Sudbury &Harrow Road

Sudbury HillHarrow

Blackwall

EastIndia

West Silvertown Pontoon Dock

London City Airport

King George V

RoyalVictoria

PrinceRegent

RoyalAlbert

BecktonPark

Cyprus

GallionsReach

Beckton

Leyton

Leytonstone

St James Street

Highams Park

Wood Street

Manor ParkIlford

Seven KingsGoodmayes

Chadwell Heath

Romford

Mill Hill Broadway

Radlett

Elstree & Borehamwood

Northolt Park

Chesham

Kenton

Harrow &Wealdstone

Headstone Lane

Hatch End

Carpenders Park

Bushey

WatfordHigh Street

Snaresbrook

South Woodford

Woodford

Buckhurst Hill

Loughton

Debden

Theydon Bois

Epping

Newbury Park

Fairlop

Grange Hill

Barkingside

Hainault

Wanstead Gants Hill

Redbridge

Roding Valley Chigwell

Gidea Park

Emerson Park

HattonCross

HounslowWest

HounslowCentral

HounslowEast

Osterley

BostonManor

Northfields

SouthEaling

Perivale

Hanger Lane

StockwellOval

Kennington

Brixton

Essex Road

LambethNorth

Borough

City Thameslink

Belmont

Banstead

Epsom DownsPurley Oaks

Mill Hill East

Erith

Slade Green

Crayford

Riddlesdown

Sanderstead

ImperialWharf

Orpington

Petts Wood

Chelsfield

Knockholt

Dunton Green

St Mary Cray Swanley

Eynsford

Shoreham

Otford

Bat & Ball

MorningtonCrescent

LoughboroughJunction

ChanceryLane

Embankment

Stratford High Street

Abbey Road

Star Lane

WandsworthCommon

South Croydon

Queenstown Road(Battersea)

New BeckenhamHampton Court

Thames Ditton

WandsworthRoad

Drayton Park

MitchamMorden

Road

Waddon Marsh

LebanonRoad

Harrington Road AvenueRoad

BeckenhamRoad

TherapiaLane

PhippsBridge

Ampere Way

Beddington Lane

NottingHill Gate

StreathamCommon

International

Hadley Wood

Edmonton Green

Grange Park

Enfield Chase

Gordon Hill

Crews Hill

Enfield Lock

Waltham Cross

EnfieldTown

Bush Hill Park

Broxbourne

Cheshunt

Southbury

TurkeyStreet

TheobaldsGrove

Croxley

Watford

RaynersLane

West Harrow

KewBridge

Brentford

Syon Lane

IsleworthHounslow

Kingsbury

Queensbury

Canons Park

Stanmore

BelgraveWalk

Sandilands

New Addington

Addington Village

Arena

Addiscombe

Woodside

King Henry’s DriveFieldway

Gravel HillCoombe Lane

Lloyd Park

Blackhorse Lane

Elmers End

Eden Park

West Wickham

Hayes

Tattenham Corner

Tadworth

Kingswood

Chipstead

Woodmansterne

CoulsdonTown

Reedham

Wandle Park

DundonaldRoad

MertonPark

Whyteleafe

WhyteleafeSouth

Caterham

Paddington

ReevesCorner

Centrale WellesleyRoad

GeorgeStreet

ChurchStreet

Upper Warlingham

Rotherhithe

Wapping

StratfordInternational

Upminster

Purley

Coulsdon South

CamdenRoad

Fulwell

HamptonKempton Park

SunburyUpper Halliford

Shepperton

St Pancras

R I V E R T H A M E S

Kenley

Waterloo

Paddington

Euston

LiverpoolStreet

King’sCross

EastCroydon

Watford Junction

Guildford

Victoria

FenchurchStreet

Richmond

EalingBroadway

ClaphamJunction

Heathrowterminals 1 2 3

Wimbledon

Woking

Sutton

Lewisham

Dartford

Barking

Stratford

Shenfield

Finsbury Park

CharingCross

LondonBridge

St Pancras

Blackfriars

Marylebone

GospelOak

CannonStreet

Moorgate

WillesdenJunction

West Hampstead

TottenhamHale

Sevenoaks

BromleySouth

WestCroydon

West Ham

LondonOverground

LondonMidland

Southern

FirstGreat Western

Great Western

South WestTrains

c2c

Southern

South WestTrains

Southeastern

LondonOverground

LondonOverground

LondonOverground

LondonOverground

Southern

c2c

Thameslink

GreatNorthern

Heathrow Express

Circle

Bakerloo

PiccadillyDistrict

District

Croydon Tramlink

DLR

Waterloo & City

District

Northern

Circle

Jubilee

GreaterAnglia

Hammersmith& City

Victoria

Victoria

Northern

Northern

BakerlooJubilee

Central

Central

Stansted Express

Piccadilly

Metropolitan

Acceptance of tickets is subject to agreement by the operator shown.

Please check with National Rail Enquiries or a member of staff at the station before you travel.

Alternative route Operator

London Fenchurch Street - Barking c2c

Zone 1 - Canary Wharf / Canning Town / Stratford /Stratford International DLR

London Bridge / Elephant & Castle - Cricklewood Thameslink

London King’s Cross / London Moorgate - Finsbury Park Great Northern

London Paddington - Ealing Broadway First Great Western

London Liverpool Street / Stratford - Seven Sisters Greater Anglia

London Liverpool Street / Stratford - Tottenham Hale Greater Anglia

London Liverpool Street / Stratford - Walthamstow Central Greater Anglia

Gospel Oak - Barking London Overground

Highbury & Islington - Clapham Junction / Battersea Park London Overground

Wembley Central - London Euston London Overground

London Blackfriars - Elephant & Castle Southeastern

London Victoria - Balham Southern

Clapham Junction - Wembley Central Southern

London Waterloo - Wimbledon South West Trains

London Waterloo - Richmond South West Trains

London Waterloo - Kew Bridge South West Trains

Alternative route Operator

Any reasonable route within zone 1 London Underground

Zone 1 - Wembley Central Bakerloo line

Zone 1 - Ealing Broadway / Stratford Central line

Zone 1 - Hammersmith Circle line

Zone 1 - Ealing Broadway / Kensington (Olympia) /Richmond / Wimbledon / Barking District line

Zone 1 - Hammersmith / Barking Hammersmith & City line

Zone 1 - Willesden Green / Stratford Jubilee line

Zone 1 - Finchley Road Metropolitan line

Zone 1 - Balham / Hampstead / Tufnell Park Northern line

Zone 1 - Ealing Common / Finsbury Park Piccadilly line

Zone 1 - Stockwell / Walthamstow Central Victoria line

ALTERNATIVE ROUTE POSTERS• At stations

ENCOURAGING USE OF ALTERNATIVE ROUTES• Proactively offering

alternatives at stations• Announcements on-train to help

customers avoid disruption

3. We will make alternative route information readily available as early as possible

GUI Workstation or CIS• Updated by Control and checked at stations• Details of every cancellation, alteration, late start or diversion• Delay reason for every amendment or delay over 10 minutes• Timetable information reflects service being operated

INFORMATION MESSAGE ON CIS DISPLAYS• Updated by Control• Checked at stations

WEBSITES AND MOBILE APPS• TfL and NRE kept updated

by Control• Information checked regularly

by Control

ELECTRONIC SERVICE UPDATE BOARDS• Regular communications between London Underground Communications Centre (LUCC)

and TfL Rail Control

4. We will ensure that electronic information sources are accurate and up to date

MEET AND GREET• Here for our customers as

customers want to hear from us

LOOKING THE BUSINESS• Making first impressions count• Looking the business at all times

READY FOR ACTION• Coping with whatever the

railway throws at us• Ready for action to support

our customers

MAKING A DIFFERENCE• Making our customers’ day• Making our day more

enjoyable too

STEPPING UP• Taking customer service

to the next level when things aren’t running smoothly

• Supporting disabled, older, vulnerable and younger customers

5. We will be visible, available and happy to provide assistance to customers

6. We will reassure customers with regular announcements on stations and trains Problem

Impact

Advice

1NEXT TRAIN DELAY• Local PA at stations• Given for delays over

10 mins• IMMEDIATELY then

EVERY 5-10 MINS. until train arrival

2HOLDING MESSAGE• Local PA at stations

and PA from Control• Given at first sign of problem• IMMEDIATELY then EVERY

5-10 MINS. until train arrival or CSL2 is declared

3CORE MESSAGE• Local PA at stations and

PA from Control• Given if CSL2 is declared• EVERY 5-10 MINS

until CSL2 cleared

Information at stations:Core message

7. We will consider the impact of disruption on our older and disabled customers

PRE-BOOKED ASSISTANCE• Control communicates

assistance requests to affected stations

PRE-BOOKED JOURNEYS AFFECTED BY CSL2• Control contacts customers

to make alternative arrangements

PLATFORM CHANGES AT STATIONS• Helping known customers with

short notice platform changes

ALTERNATIVE TRANSPORT• Making alternative transport

arrangements if alternative routes are inaccessible

INFORMATION ON STATIONS AND TRAINS• Providing information about

disruption that customers can see and hear

8. We will act to avoid long waiting times on platforms when no trains are available

RESTRICTING ACCESS TO PLATFORMS

RESTRICTING ACCESS TO GATELINES

AVOIDING CUSTOMERS TOUCHING-IN

PREVENTING UNNECESSARY WAITING

9. We will provide an impartial service to all customers, regardless of their travel choice TREATING OTHER

TOC CUSTOMERS LIKE OUR OWN

FOLLOWING TICKET ACCEPTANCE ARRANGEMENTS AND USING OUR DISCRETION

PROVIDING INFORMATION ABOUT ALL OTHER MODES

One service to all

customers

10. We will try to reduce the inconvenience caused to customers during disruption

Cheapest Ticket policy

SELLING THE CHEAPEST TICKET• Ensuring customers do not

have to buy a more expensive National Rail ticket

Refund policy

ENCOURAGING SERVICE DELAY REFUNDS• Encouraging customers

to make a claim

Last Train policy

ACTING TO AVOID STRANDED CUSTOMERS• Making arrangements for

customers when disruption causes them to be stranded

Onward Journey

policy

SUPPORTING MISSED CONNECTIONS• Endorsing tickets

to allow customers to use a later service

Suggested station announcements

1NEXT TRAIN DELAY

Ladies and Gentlemen,

For customers on Platform [1] awaiting the [1325] [TfLRail] service to [Stratford], your train is currently at [Maryland] and should arrive in around [5] minutes.

Sorry for the delay to your journey [this afternoon].

2HOLDING MESSAGE

Ladies and Gentlemen,

For customers awaiting [TfLRail] services towards [Stratford], trains are [currently at a stand] in the [Stratford] area.

I am trying to find out the reason for the delay. In the meantime, sorry for the delay to your journey.

3CORE MESSAGE

Ladies and Gentlemen,

Due to [a fire] at [Romford], services [TfLRail to Shenfield] line are [part-suspended between Romford and Shenfield]. Please consider using alternative routes to reach your destination. Sorry for the delay to your journey [this morning].

Station TeamCS Ambassadors

Customer Relations Team Revenue Protection Team

Driver

Signaller

Incident Controller/Train Running Controller

Route Control Manager

Rail Incident Officer/Asset Recovery Manager

TFL website

Electronic Service Update Boards

Journey alerts

Apps powered by TFLdata

Station and

on-train teams

CIS and PA

NRE website

Darwin and Live

Departure Boards

Journey alerts and

Train Tracker

Apps powered by NRE

and darwin

Posters

Service Update Boards

Local PA

CIS and PA

Partners

TOCs

ATOC. 3rd Floor, 40 Bernard Street, London, WC1N 1BY. Tel: 020 7841 8039 Fax: 020 7841 8267 email: chris.lund@atoc.or

TfL Rail

Station TeamCS Ambassadors

Customer Relations Team Revenue Protection Team

Driver

Signaller

Incident Controller/Train Running Controller

Route Control Manager

Rail Incident Officer/Asset Recovery Manager

TFL website

Electronic Service Update Boards

Journey alerts

Apps powered by TFLdata

Station and

on-train teams

CIS and PA

NRE website

Darwin and Live

Departure Boards

Journey alerts and

Train Tracker

Apps powered by NRE

and darwin

Posters

Service Update Boards

Local PA

CIS and PA

Partners

TOCs

ATOC. 3rd Floor, 40 Bernard Street, London, WC1N 1BY. Tel: 020 7841 8039 Fax: 020 7841 8267 email: chris.lund@atoc.or

TfL Rail

Working together to keep customers informed

Our values

Excellent Service Mutual Respect

Value Creation Enterprising Spirit

caring for life’s journeys