We understand how important it is that you get the right information about your journey as quickly and as accurately as possible. That’s why, along with the rest of the Rail Industry, we’ve signed up to meeting Customer Information Pledges. These pledges are designed to ensure consistency between operators and to give you a more seamless journey, particularly during instances of disruption.
Details of
all the individual pledges themselves can be found at Customer
Information Pledges | Rail Delivery Group
Our Commitment to the Customer Information pledges
Whilst we’re already meeting many of the Customer Information Pledges, there are some where we’ve yet to deliver a full solution. Rather than put the full list of pledges, we’ve put the information on those we’ve yet to achieve below into handy ‘drop down’ sections. That way you can see how we’re planning to improve to make things better for you.
We will review these on annual basis, or some individual pledges more frequently, where we need to make changes.
For details of specific incidents happening at the moment involving our services, please visit our Live Disruption page. We’ll be publishing a guide to how we keep you informed during disruption shortly and will link to this from here.
Otherwise, here's the pledges we’re delivering now and what we have planned to make things even better for you.
Through collaboration with Network Rail (NR) and the Rail Delivery Group (RDG) we have worked to produce our Pledges, which is the new industry way to outline what good looks like. Please visit https://www.raildeliverygroup.com/our-services/customer-services/pledges.html to find out more information.
We commit to:
| Number of Pledges | Pledges Completed |
Pledges Outstanding |
|---|---|---|
| 4 | 4 | 0 |
| Number of Pledges | Pledges Completed |
Pledges Outstanding |
|---|---|---|
| 1 | 1 | 0 |
| Number of Pledges | Pledges Completed |
Pledges Outstanding |
|---|---|---|
| 9 | 9 | 0 |
| Number of Pledges | Pledges Completed |
Pledges Outstanding |
|---|---|---|
| 6 | 6 | 0 |
| Number of Pledges | Pledges Completed |
Pledges Outstanding |
|---|---|---|
| 4 | 4 | 0 |
| Number of Pledges | Pledges Completed |
Pledges Outstanding |
|---|---|---|
| 6 | 6 | 0 |
| Number of Pledges | Pledges Completed |
Pledges Outstanding |
|---|---|---|
| 17 | 17 | 0 |
| Number of Pledges | Pledges Completed |
Pledges Outstanding |
|---|---|---|
| 9 | 8 | 1 |
|
Pledge |
Action |
Update |
Completion date |
|---|---|---|---|
|
Encouraging you to ask for help, whether that’s before you travel, on the day if you need it or after you’ve travelled. |
Sending you a post journey email to find out how your journey went and if there’s any post journey support you need. |
We’re currently looking at what feedback mechanism we can use to contact you about your journey. |
To be confirmed |
|
|
Creating a ‘Cheap Ticket Alerts’ service so that you can get an update when our best value tickets become available. |
We’re currently working on this functionality and will share this with customers when it becomes live. |
To be confirmed
|
| Number of Pledges | Pledges Completed |
Pledges Outstanding |
|---|---|---|
| 16 | 13 | 4 |
Pledge |
Action |
Update |
Completion date |
|---|---|---|---|
We will enable you to register for ticket availability alerts, so you know when tickets are available to book for your chosen travel date |
Creating a ‘Cheap Ticket Alerts’ service so that you can get an update when our best value tickets become available |
We’re currently working on this functionality and will share this with customers when it becomes live |
March 2026 |
We will show you where rail replacement buses are in real-time, to help reassure you. |
To provide a link to direct bus information that let’s you know where they are so you are kept informed. |
We have specified that we would like our supplier to provide this functionality and are awaiting their response on how they can deliver this. |
To be confirmed |
We will publish a plan, so that you know what to expect when things go wrong. This will mean we deliver a consistent approach to getting you moving again if things go wrong. |
Create a plan which clearly communicates what we do when there is disruption to your journey. |
We’ll create a guide that shows how we deal with disruption and share information with you to help keep you informed so you can plan your journey |
February 2025 |
We will make improvements to ensure information is accessible and inclusive to everyone, including alternative languages and formats. |
Ensure that our website is regularly checked and maintained to the highest WCAG standards. |
We’ve worked with the Shaw Trust, (a social purpose organization who’s aim is to challenge inequality and break down barriers to social mobility) to assess our website and make changes to improve its accessibility. We’re now working through these changes so we can receive accreditation for our website. |
To be confirmed |
