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Passengers need multi-modal travel information which is accurate, timely, consistent and clear. Never is this more important than when a journey is disrupted. Arguably, disruption information is the most important information to passengers. When everything is running smoothly and as expected, many regular passengers will use information only to confirm what they already know. When there is an incident and the route or schedule of their current journey is disrupted, then they need to know how their journey is changing and how, under these new circumstances, they can still get to their destination.

The paper is aimed principally at system architects and designers

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