Only a third of rail passengers are happy with the way their train company deals with delays or cancellations - that's according to a survey by customer watchdog, Passenger Focus. One of the most common complaints was that information on Twitter was more up-to-date than that provided by the station. The findings have ben sent to rail companies.
Passenger Focus was asked to carry out the survey by the Office of Rail Regulation, with the findings being sent to the train companies.
Passenger Focus said the tone of announcements needed to signal that the train company was "on the passengers' side" and could be as important as the content of the messages.
Other recent Passenger Focus research has shown that this can enhance passengers' trust in train companies.
ITV Meridian spoke to Chief Executive of Passenger Focus, Anthony Smith.
Rail fares on South West Trains will increase by an average of 4.1% from 2 January 2013, the company confirmed today. The cost of a single journey will rise by an average of 16p. The company says fare rises are determined largely by government policy - reflected in the Autumn Statement.