Part of the debate – in the House of Lords at 2:45 pm on 4 December 2018.
My Lords, franchise arrangements contain obligations for operators to act in the best interests of passengers if there is disruption in service. This includes working with Network Rail and other train operators and using all reasonable endeavours to provide alternative means for passengers to get to their destination. In addition, during franchise bids we ask bidders to demonstrate how they will deliver high standards of information and customer service during such periods, and bidders are evaluated on the quality of their responses.