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Customer information pledges

What are they?

We are continually working with the wider rail industry as part of the Smarter Information, Smarter Journeys programme to improve customer information.

We have worked collaboratively with the rest of the industry to produce the Customer Information Pledges, as displayed in our Customer Information digital leaflet.

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

View the Customer Information Pledges (External website)

Our information improvements for 2022 / 2023

This is what we have completed so far


  • Produced a digital infographic (including alternative formats) that informs you of all the information tools that are at your disposal for planning and travelling on our railway
  • Updates to the Live Departure Boards - You can now view what side the doors will open at the next station; if there is a short platform and on certain trains where the facilities are located

    Thameslink live departure board preview

  • Travel alerts. You can now sign up to receive alerts if your train is changed or cancelled when you purchase a ticket through our website. This alert works for any changes which are made further than 24 hours in advance

    alert button preview Service updates preview

  • Station Information pages. We have improved the layout of these pages to make the information easier to find and more accessible

    Thameslink station information preview

This is what we are doing in the future

At the station

  • Warnings of a likely delay in front of a disruptive incident. Our Customer Information system will provide an audible and visual alert that your train may be delayed arriving at your station. This will allow you to replan your journey, or travel on an alternative train which isn’t impacted by the disruption
  • When known, the information screens will display if all toilets, all accessible toilets or just some of the accessible toilets are out of service on the train
  • Upgrading Customer Information Screens and Public Address Systems
    • Southern: Bishopstone, Newhaven Harbour, Winchelsea, Doleham, Three Oaks, Normans Bay, Pevensey Bay, Ockley, Warnham, Warblington, Leigh and Penshurst
    • Great Northern: Moorgate, Old Street, Essex Road, Highbury & Islington, and Drayton Park
    • Thameslink: City Thameslink and London Blackfriars

Onboard Trains

  • Installing brand new information screens onboard the majority of our Southern, Gatwick Express, and Great Northern (between London Kings Cross and Cambridge/Kings Lynn) trains. Once complete, these will be able to display upcoming events and engineering works which may affect your journey