Great British Rail Replacement has been launched by CMAC Group. The move represents what CMAC says is “a fresh approach” to the provision of those services and improving customers’ experience of them.
The business will be led by rail replacement expert Ian Jeffrey, who has a long career in that sector, most recently with Abellio Group as its Managing Director of Ancillary Services. He will be supported by Alex Warner, whose CV includes senior roles in the rail and bus industry alongside consultancy.
CMAC via partner operators will deliver services provided by Great British Rail Replacement. The supplier already has an extensive reach in the coach and bus industry and was bought by ComfortDelGro in February. That was preceded by the acquisition of Coach Hire Comparison by CMAC in 2023.
CMAC notes that key to the new undertaking will be supporting wider evolution of the structure of the rail industry in how rail replacement services are delivered.
Labour has promised to create Great British Railways should it form the next government. It is also committed to bringing train operation in England under public ownership as franchise contracts end. Such a process will deliver a “unified system,” the party says in its manifesto.
Under development by Great British Rail Replacement is “a new blueprint and strategy for rail replacement… to help inform industry thinking and support policy formulation as part of the transition to any new structure for the future [rail] industry,” CMAC explains.
That work will capture coach, bus and taxi services during planned closures and unplanned disruption. It will see engagement with transport operators and other stakeholders “to ensure that there is a more seamless and integrated overall experience across all customer touchpoints in the end-to-end rail journey proposition when rail replacement services are deployed.”
CMAC Chief Executive Peter Slater comments: “The rail industry is long overdue a fresh approach to the provision of rail replacement. Customer expectations are higher than ever, and post-COVID-19, they are more discerning about whether to travel or not.
“Too often, customers choose not to travel because they see that rail replacement services are running instead of trains, or they have had a bad experience during disruption and either do not come back or reduce their trip frequency.
“The sector needs to take a strategic and customer-led view towards not only the specification of rail replacement activity but also a more industry-wide review of its spend, particularly as it is under pressure to reduce costs.”
Mr Jeffrey adds that Great British Rail Replacement wants to help the rail industry to “re-evaluate and set new standards for rail replacement services and customer experience during planned or unplanned disruption.”
He says that the supplier is building a team that is focused on “providing the best possible rail replacement operations and customer service, and developing innovative solutions to help deliver a new concept that we hope will change customers’ perceptions of rail replacement.”
