Recommendation 17

Standards set by the Passengers’ Council will be a crucial tool in improving the passenger experience of the railways. The Government clearly intends the Council to set such standards, so it is odd that the Bill only confers on it the power to do so rather than requiring this to happen; the Bill should be amended to this effect. The Government’s intention that the Council be able to set standards in areas other than passenger information, compensation, 34 complaints and accessibility should be reflected more clearly in the legislation. The Bill should explicitly state that the Passengers’ Council has discretion to set standards on any other matters it deems necessary for the fulfilment of its statutory duties. (Recommendation, Paragraph 50)