Rail Franchise Agreements

Debate between Baroness Sugg and Lord Laming

Tuesday 4th December 2018 Lords Chamber

[Baroness Sugg]

My Lords, all train operators have a disabled people’s protection policy in place, and they must comply with that as a condition of their licence. The ORR is currently consulting on how we can strengthen that document to set out what train operators are required to do. It looks at key areas such as reliability of the assistance service, staff training, the notice period recommended before booking assistance and passenger information for seeking redress. The ORR has powers to take enforcement action where there are breaches of licence conditions. It has not yet used these powers, but we would absolutely encourage it to do so where there are breaches.

[Lord Laming (CB)]

My Lords, is the Minister aware that some rail companies appear to have removed the word “cancellation” from their vocabulary? You arrive at the station for a train, look at the board and discover that the train is no more; it never existed; it is not there. Could she help these companies to recover the full use of their vocabulary?

[Baroness Sugg]

My Lords, train cancellation has certainly not been removed from my vocabulary. We need to make sure that information is properly provided to customers. We are working closely with GTR and all the train operating companies on this. We need, of course, to ensure that passengers are aware which services they will be able to travel on, and that is something we are working to improve.

Railways: Train Timetables

Debate between Baroness Sugg and Lord Laming

Wednesday 11th July 2018 Lords Chamber

[Baroness Sugg]

My Lords, the rail industry has collectively failed to deliver for its customers. It is right that it apologise, and the Department for Transport has apologised too. As I have said, we are prioritising the reliability of the service, but I take the noble Lord’s point. That is why we have set up an independent inquiry —to understand what went wrong. We are eagerly awaiting its recommendations because we must learn these lessons, and we will.

[Lord Laming (CB)]

My Lords, I know that the Minister is sympathetic to those of us who have to rely upon Thameslink to get us here. It is not only that the company ignores its own timetable; it fails to inform its own staff and to keep its own website up to date. Everything at the present time is just a myth. Can the Minister do whatever she can to help Thameslink get just some of the fundamentals in place?

[Baroness Sugg]

My Lords, I entirely agree that the information on what services are available is absolutely key, so that passengers can plan their journeys and buy their tickets. There have obviously been failures—big failures—in this but, with the introduction of the interim timetable on Sunday, we expect there to be more reliable services so that people can plan their journeys effectively.

Govia Thameslink

Debate between Baroness Sugg and Lord Laming

Tuesday 3rd July 2018 Lords Chamber

[Baroness Sugg]

My Lords, I certainly would not call that a great success. I am pleased that it started the restoration of the service yesterday, albeit a lesser service, helped by replacement buses. Trans-Pennine is our biggest planned investment project on the existing railway and is due to start next spring. It will be a rolling programme of enhancements, including both major civil engineering and electrification. On the Lakes Line in particular, we want to deliver additional direct services between Windermere and Manchester. These will first be delivered using a bi-mode train, adapted from a former electric-only train. Subject to the business case, there will also be brand new trains on the route with more seats and better on-board facilities. I know that Northern is exploring the possibility of introducing an alternatively fuelled train on the route.

[Lord Laming (CB)]

My Lords, the House will appreciate the concern that the Minister has for those of us who travel on Govia Thameslink Railway. It introduced a novel piece of advice for those of us trying to get to London this morning: that we should get on a train going north, in the hope that we stood a better chance of getting on a train going south further up the line. At the weekend, we were excited at the news that Govia might lose the franchise. Will the Minister assure the House that that is a serious possibility? Seven weeks later, the trains are still in a dreadful mess and there is no communication with passengers, and there seems to be no concern from the management.

[Baroness Sugg]

My Lords, I have heard the terrible first-hand experiences of family and friends, and many Members of this House. I entirely agree that GTR needs to get much better in the provision of information, so that passengers could at least attempt to plan their commute. On the hard review, announced by the Secretary of State, the department has begun an external audit of GTR by professionals with decades of experience in the rail industry. This will be a thorough examination of the performance and management of the franchise. The initial audit will take a number of weeks and will provide the department with evidence on which to base our next steps. Once complete, the audit could lead to the introduction of a remedial plan, a significant fine for GTR or, as a last resort—and if it best serves the interests of the passengers—the removal of the franchise from the operator.