Keeping customers informed
Quick Reference PA Guide
(27th Nov 2011 v4.4)
There are three routine messages which
Version 1.1 (4th July 2011)
must be played from 0700hrs (0800hrs on All PA messages should last no longer than 30 seconds for
Sundays) to 2300hrs, check Stations PA customers to benefit from the information.
Category listing for local variations.
30 second message covering less than 4 lines with
1. Network Service Status
This message must be played daily. A
Network Operations Centre
world class Service Status PA must contain
the following elements:
REASON FOR DISRUPTION
– Begin PA with the words
Severe Delays – Between Queen’s Park and Harrow & Wealdstone due to a signal failure at Queen’s Park. Tickets are being accepted on local buses and
“Customer Service Update”
London Overground. GOOD SERVICE on the rest of the line.
Part Suspended – No service between Woodford and Epping due to a signal failure at Epping. SEVERE DELAYS on the rest of the line. Tickets are being
accepted on local buses and National Express East Anglia.
– State status of each line
Part Suspended – No service between Rayners Lane and Uxbridge due to a signal failure at Rayners Lane. SEVERE DELAYS between Acton Town and
as shown on the ESUB/NOC Status page
Heathrow Airport due to a person ill on a train earlier at Northfields. Tickets are being accepted on local buses. GOOD SERVICE on the rest of the line.
Good train service on all other lines
AREA AFFECTED BY DISRUPTION
Good service on the following Lines
Explain where and why
Hammersmith and City
(if recording time permits)
Waterloo and City
– Give customers
“Customer Service Update: there are Severe Delays on the
choice of getting to their destination
Bakerloo line between Queens Park and Harrow &
Wealdstone with a Good service to the rest of the line.
All lines with a Good service must be
Central line is Suspended Woodford to Epping with Severe
covered by the statement “there is a Good
service on al other lines...” (This statement
Delays to the rest of the line. Piccadilly line is Suspended
captures DLR and London Overground).
Rayners lane to Uxbridge with Severe Delays between Acton
Town and Heathrow Airport, Good service to the rest of the
Station PA Category
line. There is a Good service on all other lines. Please see
posters or a member of staff for more information.
30 second message covering 4 lines or more with
2. Forthcoming Engineering Works
played Where there are four lines or more with multiple status, the
Wednesdays to Fridays only
and need to message can be shortened by grouping together lines with
reflect the script posted every Tuesday on the same status and leaving out ‘Area Affected By
This will not impact the Information Index score.
Station PA Category
All other stations
This message must be played daily and
need to reflect the security announcement
message posted on the intranet.
Station Security Category
*Frequency shown at current “Security Response” level 2. If
the level should change please refer to your Station
Full guidance including scripts for above
messages can be found on the intranet:
Intranet>Operations & maintenance>Helping
“Customer Service Update: the Circle, Hammersmith & City,
Victoria and Waterloo & City lines have Planned Closures,
For further information contact:
the Bakerloo and Piccadilly lines have Part Suspensions,
Yunus Patel, Service Improvement Partner
the Northern and District lines have Severe Delays. There
(auto 53373) or Russel Cross, Performance
is a Good service on all other lines. Please see posters or
Information Manager (auto 44848)
a member of staff for more information