The aim of this study is to capture heterogeneity in travel behaviour during unplanned train disruptions focusing on the rise of teleworking due to the COVID-19 pandemic to improve train services and help predict passenger flows during disruptions. To perform the analyses, a dataset is elicited from 815 Dutch train commuters by distributing an online questionnaire. A labelled stated choice experiment was designed and a latent class choice model was estimated. The biggest indicators of travel behaviour are the moment of discovering the disruption, the disruption length and job characteristics. Four latent classes were uncovered: the ’Trade-off teleworkers’, ’Sceptic returners’, ’Trusting workplace travellers’ and ’Endless waiters’. Each class has a different initial preference for a travel option and different sensitivities to the travel attributes as well. Individual
characteristics such as age, necessity to arrive at the workplace, ability to telework, telework attitude and the amount of trust in the provided travel information play a role in predicting choice behaviour during unplanned train disruptions. Based on the results advice is given on how the level of service during disruptions can be improved.