The management of public transport for rebalancing the use of transportation systems is a useful tool for reducing negative externalities without excessively affecting zone accessibility. In this context, a rail or metro system can be a key element for producing a high-quality supply of public transport. Obviously, due to the great vulnerability of rail technology to system failures, it is necessary to develop suitable tools to identify rapidly, even with off-line procedures, the best operational strategies which minimise user discomfort produced by such failures. Hence, our proposal is to extend previous models proposed in the literature by considering travel demand as an outcome of a random variable and not only in terms of average values. The proposed approach is applied in the case of a real dimension metro network, considering a wider class of failure contexts.