Rail industry rolls out real-time disruption videos in the North West to support passengers during unexpected delays
Passengers on the North West route in the North West & Central region can now access real-time disruption videos that explain what’s happening, how services are affected, and what passengers should do next, helping them stay informed and make confident travel decisions during unexpected delays. The videos—a collaborative effort between Rail Delivery Group, Network Rail, train operators, the National Rail Communications Centre, and the Smarter Information, Smarter Journeys programme—are part of wider improvements to how the rail industry communicates with passengers during disruption.
Visual Disruption Maps (VDM) will see short real-time videos that feature a presenter stood in front of a map of the rail network, produced when services are affected by sudden events such as flooding, signal failures, or infrastructure damage.
These videos will explain what’s happened, the impact on services, and the next steps for travellers—all within 30 minutes of an incident being confirmed. The content will be regularly updated, made available on National Rail Enquiries and social media, and will include British Sign Language where possible to ensure accessibility remains at the heart of the project.
The new content builds on the successful rollout of planned disruption videos which have been available since December 2024, providing customers with information about engineering works and major events. With nearly 200 videos produced to date for planned disruption, they have received positive feedback from passengers and accessibility groups alike, demonstrating the value of clear, accessible communication during periods of planned disruption.
Jason Webb, CEO Office Director at Rail Delivery Group said: “We know that when unplanned disruption happens, passengers need clear, timely updates that are easy to understand. Visual Disruption Maps for unplanned disruption brings that clarity to real-time events—helping people make informed decisions, even when journeys don’t go as planned.
“These videos will provide subtitles and feature British Sign Language where possible and are designed with accessibility and speed in mind. Visual Disruption Maps are making it easier for everyone to stay informed and travel with confidence.”
Rebecca Rathore, Network Rail’s North West route strategy director, said: “The real-time visual disruption maps are a very welcome addition to how we communicate disruption to our passengers.
“As caretakes of Britain’s railway, we do everything we can to keep passengers safely and reliably on the move. Sometimes things go wrong, whether that is due to operational incidents or the effects of severe weather along the network. I look forward to the videos helping passengers understand how their journeys are affected while our teams work tirelessly to get journeys back up and running.”
The North West rollout will initially run Monday to Friday, 9am to 5pm. A wider rollout across Britain is planned for September, alongside extended coverage into evenings and weekends.