Customer information pledges

We know that information about how our trains are running is important, especially during disruption.

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.

Through these Customer Information Pledges, we will:

• continue to put our customers needs first
• commit to a set of guiding principles that will bring real consistency to the information we provide
• allow for flexibility across our network to ensure we meet all our customers needs
• 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.

For more information, please visit the Rail Delivery Group pledges page or download a copy of the pledges here.

Find out first

Five ways to check train times

• 1. Visit our website
  • a. Get an ‘at a glance’ update for each of our lines on our live route status page.
  • b. View details about upcoming track and signal improvement works.
  • c. Use our Journey Check tool to get the live status of your train before you set out.
  • d. Don’t forget to download our handy mobile app for live train information in your pocket.
• 2. Sign-up for our newsletter
  Sign-up to receive our updates
• 3. Get live updates
  Receive live email updates about your journey with our Journey Check tool.
• 4. Contact us via WhatsApp or follow us on Twitter
  Contact our team live at 07790 952 507 or follow our team live at @TfWrail.
• 5. Check posters at the station
  Check our information posters at your local station for details about changes to train times that may affect your future journeys.

If you’d like information about all train services in Great Britain, call National Rail Enquiries on 03457 484 950 or visit them online: nationalrail.co.uk.

Delay Repay compensation

If one of our trains runs late or is cancelled for any reason, and because of that you get to your destination station 15 minutes or more later than scheduled, ‘Delay Repay’ applies.

What are our plans this year?

During the first half of 2023, we will begin to use this area of our website to share out plans for delivery of these Customer Information Pledges to you on our network.