East Midlands Trains: Closing Nottingham train station

This case study describes how East Midlands Trains, the UK transport company, informed the public of a station closure for maintenance work.

East Midlands Trains: Closing Nottingham train station

LIDA

The team

Nicky Bullard, John Fazio, Chris Whitehead, Camilla Patel, Daniel Jenkins, Joe Beveridge, Vanessa Speedy.

How did the campaign make a difference?

The longest-ever planned station closure meant huge disruption for customers. Being honest and clear about the changes provided reassurance and a sense of support. Commuters really engaged, with open rates of up to 75% (the highest seen); over 80% of customers were "satisfied" with how the disruption was handled.

What details of the strategy make this a winning entry?

East Midlands Trains was faced with a situation unprecedented in...

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