‘Passengers deserve better’: Peter Slater

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With rail fares and railcard costs continuing to rise across the UK, many commuters feel they’re paying more for less. Widespread delays, incomplete rail routes and ongoing strikes have become a standard of the nation’s train services, leading to growing frustration among passengers and a demand for operators to take accountability.

Peter Slater, CEO of CMAC Group, a leader in ground transport and travel disruption management, commented on the issue, saying: “Trust is the main objective of any successful transportation system. Passengers need to believe that they’ll get to their destination safely, on time and with minimal disruption but unfortunately, that trust has been broken in recent years due to the frequency of service failures and rail operators hiking up prices without addressing the underlying problems.”

Research by Transport Focus highlights that punctuality, reliability and clear communication during journeys are the top drivers of customer satisfaction but it’s clear that these are the areas where train operators often fall short.

“Disruption is inevitable in such a complex network, but how it’s managed makes all the difference,” said Slater. “Passengers understand that maintenance and upgrades are necessary, but they also expect a seamless alternative when their usual routes are unavailable that should mirror the quality of the rail network.

“Not only do operators need to think about the movement of its customers but they need to place more of an emphasis on maintaining operational continuity by facilitating crew movements. Rapidly repositioning staff to cover absences or adapt to changing schedules ensures smoother operations and minimises delays for passengers.”

In response to these challenges, CMAC Group has recently launched the Great British Rail Replacement initiative in hopes of setting a new standard for managing rail disruptions, ensuring passengers experience reliable and efficient services, even during the most challenging circumstances.

Led by industry experts Ian Jeffrey, Alex Warner, and Shak Akbar, the programme brings together independent service providers to create a cohesive strategy for rail replacement for transforming disruption management through coordinated standards, shared resources and a passenger-first approach.

“By launching this initiative we aim to change how disruptions are handled,” Slater explained. “We’re committed to delivering a consistent, reliable experience that restores passenger trust and strengthens the rail network’s reputation.

“Passengers deserve better and it’s time to move beyond excuses and deliver the reliable, efficient services that the public not only expects but deserves.”

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