UK: Rail companies to be fined for using jargon

[John Ashworth]

The end of 'passenger action'? Rail companies fined for using jargon

By Katy Holland, Dec 3, 2011
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British train companies have been told to stop using jargon when informing passengers of cancellations and delays – or face huge fines.

The ruling from the Office of Rail Regulation was made after extensive research found that two-thirds of rail passengers believe delays are badly handled. No surprises there, then.

Among the most common gobbledegook excuses highlighted by passengers were:

"Passenger action" – translation: "someone has abused a member of staff" or " a passenger opened a door before it reached a station".

"Poor railhead adhesion" – translation: "the tracks are slippery".

"Signalling problems" – translation: "the signals are broken".

'Congestion' – translation: "the station is busy".

From February 2012, rail companies, Network Rail and station operators will have a 'fundamental obligation' to dispense with their gobbledegook. They will also have to send clear-worded explanations to passengers within ten minutes of an incident.

Will it work? Watch this space.