Network Rail has instructed employees to stop using the word 'passenger' in a bid to make their services come across as less formal, it has been revealed. The company, which owns and maintains ...

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 ...

But now, Network Rail is contending to be among those forces defining the spoken word, with a new employee handbook aimed at helping its workers "sound human" when speaking to members of the ...

Network Rail has told staff to stop using the word “passengers”. The company that maintains Britain’s railways has issued new guidance to employees asking them to use less formal language in ...

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 ...