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.