Posted 6th January 2010 | 6 Comments

ATOC under fire as NRE website is snowed under

The National Rail Enquiries website has been stalling or slowing down under the weight of thousands of enquiries about train services in the bad weather. The problem is not new, and NRE operator ATOC is coming under fire today for failing to keep up with demand. Consumer watchdog Passenger Focus said it is ‘disappointed’.

Although details of emergency timetables and line closures have been posted on the NRE site, access has been very slow or impossible for some users.

Passenger Focus chief executive Anthony Smith said: “We’re disappointed to hear reports that National Rail Enquiries is crashing due to increased traffic to the website.  With severe weather already hitting parts of Great Britain and more expected this is an important tool for passengers to find out information about their journey and plan ahead. 

“Severe weather, such as snow, causes disruption for all forms of transport, not just the railways. However the industry needs to work hard to make sure that enough is done to keep the trains moving. It is essential that Network Rail and train operators do all they can to minimise disruption for passengers and keep them informed during these instances with accurate and timely information.”

ATOC has yet to comment on the website problems, but did point out that it has set up a dedicated phone hotline to provide passengers with up to date information about disruption caused by snow. The number is 08453 017 641.

Reader Comments:

Views expressed in submitted comments are that of the author, and not necessarily shared by Railnews.

  • G. Tingey, London

    We want REAL, ACTUAL TIMETABLES, which we can READ and copy..
    NOT fancy "here do you think you might be going" poncing, followed by two train times on web-sites.
    Incidentally, the TOC's are as bad as NRES about this.

  • Paul Martin, York, North Yorkshire

    I agree too the new website is not only ugly but not very user friendly. What I did find interesting though was a chap I work with used the internet for the first time to check trains and complimented the website for ease of use!

    PS The 7:36am York - London left York at 8:40am... not far off.

  • Josh Prince, Welshpool, Wales

    I agree with Tom, the London Midland website is much easier to use but they do not have a Lisa to ask questions to which is my favorite part of the NRE website.

  • Malcolm Dobell, Milton Keynes, UK

    I agree with Tom Russel Carter; new NRE site horrible, LM site and gadget very useful.

  • Tom Russel Carter, Welshpool, Wales, GB

    I'm not a great fan of the new NRE website. I find the London Midland one much easier to use. I've noticed from my London Midland Live Departure Home Screen Gadget that many services are delayed, most being VT train services on long distances. This snow is causing much trouble on the rail network, proven by the class 66 derailment at Carrbridge yesterday.

  • Paul Martin, York, North Yorkshire

    I'm heading from York to London tomorrow and have to admit the site has been struggling - especially the live information. Shame its folks like me that keep hitting refresh!