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Responding to the ORR's report, Michael Roberts, director general of the Rail Delivery Group which represents operators and Network Rail, said:
“Major projects like those completed over Christmas are crucial to improving the railway. But many passengers did not get the service they deserved in the days following Christmas and for that we are very sorry. Network Rail and operators are working closely together to avoid making the same mistakes again.
“Passengers are our primary focus and it is vital that the industry provides them with accurate and timely information, particularly during disruption. In the coming months train operators will be publishing individual plans to improve customer communications.”
