The Department for Transport said the overhaul will end decades of poor service, waste and timetable chaos.
The new “unified, simplified railway” will put passengers first, raise living standards and boost growth as part of the Government’s Plan for Change, according to ministers.
The changes have been outlined in a consultation launched today. At the centre of the plans is a new body – Great British Railways (GBR) – which will bring track and train together.
The Government said it is working with the rail industry to put an end to outdated and inefficient processes that have resulted in poor performance, timetable chaos and complex fares and ticketing.
The new independent watchdog will be tasked with ensuring GBR addresses the issues that consistently rank highest in passenger complaints, including navigating the maze of confusing rail fares and tickets.
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The watchdog will hold operators to account on behalf of passengers and arbitrate where passengers are not satisfied about the handling of a complaint. Where poor passenger experiences are identified, it will be able to refer this to the railway regulator for enforcement action.
Heidi Alexander, Secretary of State for Transport, 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.
“These plans are the next step in establishing GBR, which will end years of fragmentation by bringing track and train together in a unified, simplified railway. As part of the biggest overhaul to the network in a generation, we will be raising living standards and connecting people to work, education, healthcare and leisure, supporting growth across the country.”
‘Current system is complicated and confusing’
The announcement came on the same day the Chartered Institute of Logistics and Transport UK (CILT UK) published a report entitled Rail fares and ticketing – a blueprint for action. The report urges the Government to simplify the train ticketing system and embrace technology.
Malcolm Pheasey, the report lead at CILT UK, said: “The current system is complicated and confusing – coupled with restrictions – none of which are easy to understand. To compound the problem, travellers must navigate different websites for different rail companies – often within the same area. We need the jargon to stop, ticketing systems to be simplified and a focus on single-fare journeys.
“We know the sector is doing its best to keep up with tech, but we must move more quickly. We need to ensure users can buy tickets on their phones quickly and easily – hence the need for a clear and easy-to-understand system across the board. If we want the next generation to use more trains, we also need to make sure we keep aligned to the way consumers prefer to buy their goods and services.
“However, new tech does not mean we forget about the traditional ways of doing things. Those that have no access to technology may still want to buy tickets over the phone or in person, so the industry must ensure it’s able to meet everyone’s needs.”
