Customer Information Pledges

Introducing the Customer Information Pledges...

When you travel with us, if things don’t go to plan, you need the best information as quickly as possible.

Our customers tell us that there are things we could do better when things go wrong - and other operators across the industry are hearing this too.

That's why we have been working really closely with other operators, Network Rail and the Rail Delivery Group as part of the rail industry’s ‘Smarter Information, Smarter Journeys Programme’. This 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.

We have now 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.

What do the Customer Information Pledges say?


The Customer Information Pledges:

  • 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

What are our plans?

During the first half of 2022, we will begin to use this area of our website to share our plans for the delivery of these Customer Information Pledges to you on our network.

For now, you can have a read of our Passenger Information During Disruption Delivery Plan.