Rail Franchise Agreements

Lord Greaves Excerpts

Tuesday 4th December 2018 Lords Chamber

Asked by

[Lord Greaves]

To ask Her Majesty’s Government what requirements are included in rail franchise agreements for operators to provide information, assistance and support to passengers when trains do not arrive, or terminate before reaching their final destinations.

[The Parliamentary Under-Secretary of State, Department for Transport (Baroness Sugg) (Con)]

My Lords, franchise arrangements contain obligations for operators to act in the best interests of passengers if there is disruption in service. This includes working with Network Rail and other train operators and using all reasonable endeavours to provide alternative means for passengers to get to their destination. In addition, during franchise bids we ask bidders to demonstrate how they will deliver high standards of information and customer service during such periods, and bidders are evaluated on the quality of their responses.

[Lord Greaves (LD)]

My Lords, I refer to trains to Brierfield, Nelson and Colne, which are at the end of the line on an eight-mile single-track siding. If trains are late, they often turn back at Burnley and turf out all the passengers without assistance, support or alternative transport to Brierfield, Nelson or Colne, where they have tickets to. It happens at all times of the day and night, leaving vulnerable people stranded at a dark unmanned station—children, young girls, old and disabled people, and visitors who do not know where they are. When will the Government get to grips with Arriva Northern rail and bring an end to scandals such as this?

[Baroness Sugg]

My Lords, Northern is working hard to reduce the number of cancellations experienced on the line which the noble Lord mentions; they are currently running at about 4%, which is obviously not good enough. If the last train of the day is cancelled, Northern operates a last train of the day policy, which should ensure that passengers who are travelling to Brierfield, Nelson and Colne are not left stranded. If for any reason that service does not arrive, there is a 24-hour helpline, and service will then be provided. I have been assured that onward transport has been provided in all circumstances, but from what the noble Lord has said, that is not the case and, as I said, that is not good enough. I will be happy to arrange a meeting with the noble Lord and the Northern franchise where we can discuss further how better to make improvements.