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Customer Information Pledges

Keeping you up to date when you travel by train

Introducing the customer information pledges

When you choose to travel by train, it’s more than a journey. That’s why, if things don’t go to plan, you need the best information as quickly as possible.

We know from speaking to our customers that when things go wrong, we don’t always get it right – and we want to get better at keeping you up to date with the information you need during this time.

The rail industry’s ‘Smarter Information, Smarter Journeys’ programme aims to achieve a step-change in customer experience through the provision of better customer information, and by providing customers with all the information they want, when, and how they want it.

To support this, train operators, in partnership with Network Rail and the Rail Delivery Group, have agreed on a set of pledges which outline what good looks like, and what customers can expect before, during and after their journey by train.

Through our Customer Information Pledges, we will:

  • show that we care by putting our customers’ needs first
  • commit to a set of guiding principles that will bring real consistency to the information we provide to customers when they choose to travel by train
  • allow for enough flexibility across the network to ensure we meet all customers’ needs, which might be slightly different locally, whilst still maintaining consistency across the industry
  • bring together good practice from across the railway - and other industries - to support customers during disruption and get them where they need to be as quickly as possible.

Download the customer information pledges