More attention needs to be paid to the plight of passengers on stranded trains, according to the Office of Rail and Road.

The ORR commissioned a report in co-operation with Transport Focus which examined what happened after four trains had come to a stand in mid-section in December last year.

The incidents chosen were at Ladbroke Grove near London Paddington, Corby Glen on the East Coast Main Line and at Beattock Summit and Bourne End Junction, both on the West Coast Main Line. Passengers on these trains were asked about their experiences.

The report concluded that although there is useful guidance, it is not always followed. Some passengers said that although there evidently were procedures for staff to follow, ‘no one really knew what they were’.

The ORR and Transport Focus have emphasised that prompt action is needed, particularly when the batteries for lighting, air conditioning, heating and toilet systems have become exhausted. This can lead to exasperation or even panic among the stranded passengers. One said: ‘It was actually really hot and … because the power went off, obviously there was no sort of air flowing through the train at all.’

There is also a need for better assistance when passengers have been able to resume their journeys. One reported: ‘I was literally left in a place in London I don’t know, on my own as a woman, and my battery was almost dead. I was panicking about how I was going to get home.’

Staff were often praised for ‘carrying the day’ and being ‘really, really helpful’ but the report says more staff training is needed so that the safety, welfare and experience of passengers gets proper attention.

The ORR and Transport Focus are going to bring together rail operators and Network Rail later in 2024 to make sure that improvements are made.

The ORR’s director of strategy, policy and reform Stephanie Tobyn said: ‘Being stranded on a train for a lengthy period of time is thankfully rare, but when it does happen, rail operators and Network Rail need to work together quickly to assess the situation from a passenger perspective and create a workable plan to safely manage the situation. This plan must assess the conditions on the train, the specific welfare needs of all passengers onboard and the previous experience of public behaviour during such incidents.’