Network Rail tells staff to stop saying passenger in bid to 'speak customer's language’

Network Rail has advised its staff to use more conversational language, especially when dealing with cancellations and delays - (PA)

Network Rail staff have been told not to call people using trains “passengers” in written communication and responses, and instead to address them directly.

In a guidance document called “Speak Passenger”, obtained through a recent Freedom of Information request, Network Rail staff have been given guidance on the best way to use language when dealing with customers.