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Last updated: 22:53

Customer information pledges

Customer Information Pledges 

You tell us that you need to be able to access timely, relevant and accurate information so you can plan your journey travel with confidence. This becomes even more important when things don’t go to plan.

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

One of those improvements is an agreed set of pledges. These pledges show what information you can expect when you travel with us.

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)