First Rail Support

Services Provided

We have significant experience of the rail replacement business, covering both pre-planned and emergency operations. This has developed into a multi-million pound business with an enviable reputation for a successful track record of delivery.

We are able draw on the resources, expertise and experience throughout First UK Bus and selected subcontractors in order to provide driver and vehicle resources as required by rail support contracts.

By working together with our customers and stakeholders we are able to be responsive and flexible to accommodate changing demands. As in the rail industry, we place the highest importance on safety, quality and robust business management processes.

We specialise in the provision of buses, coaches and taxis from its 24 hour control room for both pre-planned and emergency rail replacement. In addition to this we also work with our customers to provide services that integrate rail to other public transport services such as the Bristol Flyer coach service linking Bristol International Airport and Bristol Temple Meads and the shuttle service between London Luton Airport and London Luton Airport Parkway on behalf of First Capital Connect.

Providing professional customer care

We employ in excess of 120 fully-trained and uniformed co-ordinators with many years experience in rail replacement who play a key role as an interface between passengers and the rail replacement operation. These co-ordinators are fully briefed on the geography of the station and the operation of rail and road services and direct passengers between their train and the appropriate road transport. They are also trained in health and safety issues in order to maintain the safety of passengers and staff.

When additional resources are needed, as the largest UK bus operator with subsidiary companies operating in over 40 towns and cities across the UK, we are able to access a significant number of uniformed inspectors who have been fully trained in passenger handling.

Providing a fast, flexible and efficient response

At our 24 hour, 7 days a week, road transport control and management centre, extensive vehicle fleet and specially trained co-ordinators offer a fast and efficient response during unexpected service disruptions.

Efficient route planning for rail replacement route services is achieved using the railway trust system (which provides details of all planned and actual rail movements) and real time journey planning software. Plans are quickly updated when appropriate, on the basis of prevailing traffic conditions and levels of congestion. Our control room team monitor live traffic information through the Highways Agency and Trafficmaster websites.

All vehicles engaged in rail replacement work are tracked by our control through communications with the drivers or co-ordination staff on duty at the railway station.