Greater Anglia 
11th Floor 
One Stratford Place 
Montfitchet Road 
London E20 1EJ 

t 
    0845 600 7245 f 
    01603 675243 w greateranglia.co.uk 

John Larkinson
Director Railway Markets and Economics 
One Kemble Street 
London WC2B 4AN] 

By Email 16 July 2018 Dear John 

## Compliance With Condition 4 Of The Passenger Licence And Gb Statement Of National Regulatory Provisions: Passenger, And Consumer Law - Regulatory Webtis Information

Please find below our response to your letter dated 10 July 2018. Since receiving your letter of 10 July 2018, GA and our Abellio Operating Companies (OpCo's) have received a Satement of Works (SoW) document from Trainline confirming the development of work required and what the key deliverables are.  GA understand a copy of this document has also been sent to the ORR to ensure everyone's expectations are aligned.  Within the Abellio Group, we agree the Trainline proposal meets with what we understand is in need of development and what the TOC API and NRE would provide.  
GA confirm its intent to commence this work as soon as possible with a purchase order to be issued to Trainline for Monday 16 July 2018 (Trainline's deadline).  The work will take a month from when the project starts and all OpCo's have agreed to sign the SoW and provide a purchase order by Monday's deadline. 

If you require further information please do not hesitate to contact us. Yours sincerely, Susan Cross Head of Franchise Management CC:- Nick Layt (ORR) Ela Hawran Beaumont (GA) 

Registered office:  
Abellio Group, 2nd Floor, St Andrews House, 
18-20 St Andrews Street, London, EC4A 3AG 
Registered in England and Wales No. 07861414 

John Larkinson 
Director Railway Markets & Economics 

161h July 2018 

Dear Mr Larkinson 

In response to your letter dated l 01h July 2018 regarding potential changes to our Ticket Issuing System supplier, Trainline, to improve the information available to prospective passengers through online journey planners and ticket engines, we received a proposed statement of works from Trainline on 121h July 2018 and have used this information to provide the information requested below; 

## 1. Evidence Of The New Information That Will Be Available To Passengers

-
Trainline intend to integrate with the NRE Unconfirmed Timetables feed in all onllne
channels i.e. desktop, mobile website, and opp
-
Therefore, when a customer performs a journey search on the desktop site this will
return information on whether the timetable is confirmed in the form of an amber
warning triangle which will display a bubble stating "unconfirmed timetable"
-
An example of this is shown below;
The banner shown above the journey search can be tailored to direct MIDLANDS 
TRAINS 

... 
  '. 
   ' •• 
          ' 
           - 
            . - ' 
                       - 
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f' , INVESTOffS 
g-" IN PEOPLE 
customers to our ticket alerts sign up page, an NRE information page, or an EMTlanding page, depending on which is most relevant In the case of the mobile opp and mobile website the customer will see 
"unconfirmed timetable" alongside the journey having performed a search along with information on why, this is shown in the two examples below; 
Monday, Feb 6th Open return from 
2. The date by which the information will be shown to prospective passengers using our online channels East Midlands Trains believe this solution meets the requirements of Condition 4 and, as such, agreed to this statement of works with Trainline on the 13fh July 2018. 

-
Trainline have provided the following delivery schedule; 
o 
API work starts 161
h July and completes by 31 sf August 2018 
o 
Mobile work starts 23rd July and completes by 30fh September 
o 
Desktop works starts 30fh July and completes by 31 sf August 
We hope this aligns with your expectations. 

Yours sincerely Lucy Deon Head of Revenue Arriva Trains Wales/ 
Trenau Arriva Cymru Limited 
@ ARRIVA 
St. Mary's House 
47 Penarth Road Cardiff CF10 5DJ 
www.arrivatrainswales.co.uk 
16 July 2018 
John Larkinson Office of Rail and Road One Kemble Street London WC2B 4AN 
Dear John, 

I write with reference to your letter dated 10t h July, requesting assurance that all reasonably practicable steps are being taken to improve the information available to prospective passengers through online journey planners and ticket engines. 

My letter dated 29th June gave an update on the improvements to the mobile website that had already been made since your initial letter and an update that Arriva Trains Wales (ATW) were awaiting proposals from Trainline to access information relating to unconfirmed disruption on our WebTIS. 

In response to the specific questions within your 10th July letter: 
1) Evidence of the new information that will be available to **passengers** and the changes that you plan to make to your information channels so that they show consistent information (both between each channel and with other rail industry sites such as NRE) 
In my previous letter on this subject, I stated that Trainline had advised ATW on 27th June that based on their current development roadmap, the earliest they could start work to WebTis was October. 

Since this letter ATW (and other Arriva Group Trainline TOC's) have been provided with a statement of work (SoW) dated 12th July. This SoW includes a description of the improved functionality and a screenshot that shows the introduction of warning triangles and 'unconfirmed timetable' bubble messages with a link to more information that will be hosted within the TOC website. This functionality would be made available for both desktop and mobile websites. 

Arriva Trains Wales/Trenau Arriva Cymru Limited Registered in England and Wales Number 
04337645 
Regi5tered Office St Mary's House 
47 Penarth Road, Cardiff CF10 SDJ 
Arriva Trains Wales/Trenau Arriva Cymru Limited Cofrestwyd yn Uoegr a Chymru Rh if 04337645 
Swyddfa Gofrestredig Ty'r Santes Fair 
47 Ffordd Penarth, Caerdydd CF10 SOJ 
OUT 
- Add - return Frtd,ay 27 S-., 2011 
W,.,j l" ._..,•r-,lt't>oN, **MVB•** 10 
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Lord )n f1,,\ton El.'Si •o B..-m~gnam N<-w )t•-1 Bt--M 
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12:34 
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                         14:08 

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        17:03 
                 17:27 
                         18:04 

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Advance single 
-
0 
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0 
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£75 BO 
£55 80 
£88 70 
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£99 so 
£55.80 
Offpeak single 
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Anytime single 
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[ 109 90 
[109 90 
[109 90 
£100 90 

The ATW App is provided through the ATW contract with Trainline however is a legacy App maintained by Masabi only until end of franchise and is therefore out of scope as Masabi have confirmed that the App cannot support the API requirements and they are no longer undertaking any development work within the current franchise, 
2) The **date** by which information specified above will be shown to prospective passengers using your desktop website, mobile website and mobile App. 

Within the SoW are dates for work as follows: 

- 
API work starts: 16th July. 
- 
Mobile work starts: Monday 23rd July 
- 
Desktop work starts: Monday 30th July. 
No times have yet been committed to by Trainline to have this work completed. In addition, within the SoW is a disclaimer advising that Train line cannot be held responsible for late or non-delivery. 

Given the above, and as stated in my previous letter on this subject, ATW will find it very difficult to commit to deliver the specified enhancements within the existing franchise term. 

                                                                                                             Arriva Trains Wales/ 
                                                                                                             Trenau Arriva Cymru Limited 
                                                                                                             St . Mary's House 
                                                                                                             47 Penarth Road
@ ARRIVA 

Cardiff 
CF10 SDJ 

www.arrivatrainswales.co.uk 

We will however continue to commit to ensuring that we take all possible steps to inform our 
customers as best as possible on any potential issues that may affect their journey with ATW 

through all other channels as previously demonstrated. In addition, we continue to engage with the 
new Wales & Borders franchise operator on this subject, and will work with them to ensure that 
these enhancements are in scope for their WebTis, Mobile TIS and App providers from 14th October. 

Can I please ask that any future correspondence on this issue is addressed to myself in the first 

instance. 

Yours Sincerely, 
µ. a.-----__ 
Chris Williams Commercial Director Arriva Trains Wales Arriva Trains Wale!./Trenau Arriva Cymru Limited Registered in England and Wales Number 04337645 
Registered Office St Mary's House 
47 Penarth Road, Cardiff CF10 SDJ 
Arriva Trains Wales/Trenau Arriva Cymru limited Cofrestwyd yn Lloegr a Chymru Rhif 04337645 
Swyddfa Gofrestredig TY'r Santes Fair 
47 Ffordd Penarth, Caerdydd CFlO SDJ 

5th Floor 
Northern House 
9 Rougier Street 
York 
YO1 6HZ 

John Larkinson Director Railway Markets and Economics Office of Rail and Road 1 Kemble Street London EC2B 4AN 
 
16 July 2018 
Dear John 

Further to your letter dated 10th July 2018, in relation to compliance with condition 4 of our passenger licence. 

You have requested the following 2 points are addressed; 
(1) **Evidence of the new information that will be available to passengers** and the changes that you plan to make to your information channels so that they show consistent information (both between each channel and with other rail industry sites such as NRE); and
(2) The **date** by which the information specified above will be shown to prospective passengers using your desktop website, mobile website and mobile app.

## Deliverables

Northern and other Arriva TOCs have worked collaboratively with digital retailing supplier Trainline under the **Trainline and Arriva Trains UK Ltd agreement** to support the below key deliverables to customers who use Northern online channels for journey information: 

1. API Integration to National Rail Enquires info r.e. whether a timetable is confirmed or not.
2. Visual confirmation at journey search results level; across desktop, mobile website and app.
Examples on page 2:

## A. Desktop

•
An amber warning triangle will be displayed for specific journeys that are affected along with
the existing amber warning triangle for journeys that have non-train legs.
•
An "unconfirmed timetable" field will also be displayed when the user hovers over the triangle.
•
An information banner will also be displayed above the main page content which can be
directed to a dedicated landing page to provide more information for the user.
Similar messages will be made available on the mobile sites and apps as shown below: 

## B. Mobile And App

Due to the nature of the product being 'whitelabel', the customer will 
be directed to the NRE ticket alert 
page for full info.  

3. Explanation of why the 'unconfirmed timetable' message is being displayed. Example below:
a. Mobile and App

Due to the nature of the product being 'whitelabel', the customer will be directed to the NRE info page for full info. 

## Timescales

Northern received a statement of work (SOW) from Trainline on Thursday 12th July. The go-live dates are dependent upon consensual approval from all TOCs invested in the white label product. Northern have approved this SOW and raised a PO. 

If all TOC's have approved the SOW by Monday 16th delivery has been anticipated by supplier Trainline as: 
Desktop and mobile website: end of August App: mid-September I trust that the information supplied within this letter will give ORR the confidence that Northern are committed to improving and developing the quality of information supplied to customers. 

Yours sincerely David Brown Managing Director 

# •'•'• West ' ' London M I_ Dlands Lj •, N~Rthwestern 11 Railway Railway

Operated by West Midlands Trains 
134 Edmund Street, Birmingham, B3 2ES 
16th July 2018 
John Larkinson Director Railway Markets & Economics Office of Rail and Road One Kemble Street London WC2B4AN 
Dear John, 

Thank you for your letter dated 10 July 2018. 

Since receiving your letter, we and our other Abellio operating companies have received the Statement of Work from Trainline confirming the specification and project timescales for the changes we have asked for following our last meeting with you. We understand that a copy of this has also been sent to the ORR to ensure everyone's expectations are consistent. Within Abellio, we agree this meets with what we understand is the development requirement and what the API 
from National Rail Enquiries would provide. 

We can confirm we have given The Trainline authority to progress with the project today. The work will take a month from when the project commences but requires approval from all Abellio operating companies. We have received notification that our sister companies have also agreed to this work, and so the project work should be completed by late August. We will be happy to notify you when the project has completed. 

I hope this information reassures you of our ongoing commitment to this issue, but please get in touch should you have any further questions. 

Yours sincerely, Jan Chaudhry-van der Velde Managing Director John Larkinson Director, Railway Markets and Economics Office of Rail and Road One Kemble Street WC28 4AN 
16 July 2018 
DearJohn 

Thank you for your letter of 10 July regarding the efforts we are making through our contractual arrangements with TrainLine to improve linkages between our own site and the NRE site regarding alerts to customers about potential changes to timetable information. 

In response to the specific requests in your letter: 

## 1. Evidence Of The New Information That Will Be Available To Passengers

We have been liaising with Trainline over a modification that they believe will satisfy your concerns in this area. 

The work will integrate with the NRE unconfirmed timetables feed, and the solution will be part of the white label platform so will be the same across all applicable TOC 
websites. 

The proposed concept, as shown in Appendix 1, will contain a warning triangle in the journey results . There will also be a text box at the top of the page to alert customers to the fact that timetables are as yet unconfirmed. A link will also be provided back to NRE for more information. 

When customers hover over the warning triangle a bubble message will appear stating the issue of "unconfirmed timetable". 

Changes will be made across Desktop/Mobile and App. 

## 2. The Date By Which The Information Specified Above Will Be Shown To Prospective Passengers Using Your Desktop Website, Mobile Website And Mobile App.

We are pressing for an implementation for this change as soon as can be achieved and are hopeful that it may be as early as mid August. 

We do recognise however that as with any software developments which require full testing and acceptance ahead of roll out that early September may be a more realistic expectation. In any event we will work closely with Trainline to achieve the best possible outcome. 

Yours sincerely Mark Whitehouse Managing Director Virgin Trains 

## Appendix 1. Single From London (Any) To Birmingham (Any)

| 16:27          | 17:03     | 17:27    |
|----------------|-----------|----------|
| 18:04          |           |          |
| 3h48m          | 3h48m     |          |
| 2h24m          | Jh4Bm     |          |
| 2 chg          |           |          |
| &              |           |          |
| 2chg           |           |          |
| &              |           |          |
| 1 chg          | 2 chg     |          |
| (t.            |           |          |
| ~nconffrmed    | timetable | !        |
| a...­           |           |          |
| Advance single |           |          |
| 0              | 0         |          |
| 0              |           |          |
| 0              |           |          |
| Spec;          | fied      |          |
| ,n             | ;n        | only.    |
| no             | rwfunds   |          |
| £75.80         | £55.80    | £88.70   |
| °"",           |           |          |
| left           |           |          |
| a...-t         |           |          |
| Offpeak single |           |          |
| 0              | 0         |          |
| Anyoff'peilli: | train     |          |
| £99.50         |           |          |
| £55.80         |           |          |
| <Wy3           |           |          |
| lelt           |           |          |
| Anytime single |           |          |
| 0              | 0         |          |
| 0              |           |          |
| 0              |           |          |
| Travel         |           |          |
| any            |           |          |
| lrme           |           |          |
| of             |           |          |
| day            |           |          |
| £109.90        |           |          |
| £109.90        | £109.90   | £100.90  |

John Larkinson Director Railway Markets & Economics Office of Rail and Road One Kemble Street London WC2B4AN 
17'" July 2018 
Dear John, 

Thank you for your letter dated 10 July 2018. 

Since receiving your letter, we and our other Abellio operating companies have received the Statement of Work from Trainline confirming the development of work and what this entails. We understand that a copy of this has also been sent to the ORR to ensure everyone's expectations are the same. Within Abellio, we agree this meets with what we understand is in need of development and what the API from National Rail Enquiries would provide. 

We can confirm we have given The Trainline authority to progress with the project today. The work will take a month from when the project commences, but requires approval from all Abellio operating companies. We have received notification that our sister companies have also agreed to this work. We will be happy to notify you when the project has completed. 

I hope this information reassures you of our ongoing commitment to this issue, but please get in touch should you have any further questions. 

Yours sincerely, Alex Hynes Managing Director, ScotRail Alliance Abellio ScotRail Ltd Atrium Court, 50 Waterloo Street Glasgow, G2 6HQ