Customer information - Trains

Service schedule 36 – Customer information - Train posters

Service Specification

Poster frames should be in good condition and at the correct location on the Train. Information should be clearly visible through the polycarbonate or other material over the full area of the frontage.
The correct posters and other fixed information (together “poster”) should be on display at specified locations, displayed in an appropriate manner and legible to the public.

A poster will fail if:

a poster is missing.
a poster is not legible from the adjoining central aisle.
a poster is not up to date.
any poster has become noticeably damaged or significantly faded to the extent the information is not legible in any way, which prevents the proper display of the information. (e.g. due to dirt, moisture, non-transparent frontage or because any poster has slumped in its frame).
a poster frame or Perspex is damaged.
an external advertising poster is not up to date.
all appropriate passenger saloon Safety and CCTV advisory notices are not in place.
“no smoking” signs have not been provided or are not clearly visible, will be reported as an observation.

Signage will fail if:

it has no signs indicating how the operation of the seat works (if there is any seat operation provided).
where it is equipped with a toilet is not fitted with a twitter label
Interior information displays shall include information for passengers, including:
1. the contact details of the customer relations department.
2. how to contact Train staff in the event of an emergency.

(if appropriate) the contact details of the relevant Rail Passengers’ Committee.

Service Benchmarks

Exceptional performance (5) means 96% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 94% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 92% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 90% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 88% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Maximum number of inspections

The maximum number of inspections per Reporting Period shall be, limited to one inspection per Vehicle number, with a programme of inspections that are representative of the number of services operating in the peak and off-peak and unit type.

The Authority will provide the train head code for the service audited.

Expected repair

5 Working Days.

Service schedule 37 – Customer information - Seat reservation system

Service Specification

Any Vehicle which should be equipped with a seat reservation system (“SRS”) shall be so equipped, and shall where required provide a SRS for both first class accommodation and Standard Class Accommodation.
Where any Vehicle is equipped with an SRS system this shall, in the case of an electronic or automatic system, be operational and functioning and, in the case of a manual or paper-based system, be properly operated.

A Vehicle will be failed where:

a Vehicle is fitted with SRS and that SRS is not operational or functioning.
a reservation system is due to be in use on a Vehicle but is not being properly operated.

Service Benchmarks

Exceptional performance (5) means 95% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 93% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 91% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 89% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 87% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Maximum number of inspections

The Authority will provide the train head code for the service audited.

Expected repair

N/A

Service schedule 38 – Customer information – Passenger information screens

Train destination boards (including both interior and exterior destination boards) or interior information displays should be legible and comprehensible and display the correct information in the correct sequence and be operating.

A passenger information screen will be failed if:

any destination board or information display is blank, not switched on or damaged.
any destination board or information display is switched on but not displaying service information or displaying the incorrect information or not displaying information in the correct sequence.
any passenger information screens/destination board or information display is incorrect, not legible or, where relevant, is not operational.

Service Benchmarks

Exceptional performance (5) means 94% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 91% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 88% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 85% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 82% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Maximum number of inspections

The Authority will provide the train head code for the service audited.

Expected repair

5 Working Days.

Service schedule 39 – Customer information - On train public address

Service Specification

Public address systems fitted on Vehicles should function properly and be audible, intelligible and free from distortion and mispronunciation but shall not be at such a level as to be uncomfortable to passengers

A Vehicle will be failed if:

An announcement made when the Vehicle is in motion is not audible or capable of being understood.
Service disruption or replacement bus services relevant to this service (or at any of the Stations that the train calls at) are not mentioned as part of on-board announcements.
information about Delay Repay guarantee is not provided where applicable or if possible, when a CSL2 or line or route is declared or 30 minutes delay.
An announcement of the train destination is not made immediately prior to departure from any originating Station for the train services listed within the Train Plan for each timetable. This will also include Glasgow Queen Street Low Level and Glasgow Central Low Level.
An announcement of the approach and next Station and appropriate interchange is not made on approach or on arrival at each Station either by the automated PA or a member of on train staff, appropriate with timetable development and unit capability.

Service Benchmarks

Exceptional performance (5) means 94% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 91% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 88% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 85% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 82% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Maximum number of inspections

The Authority will provide the train head code for the service audited.

Expected repair

5 Working Days.

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