Customer Information Pledges

Introducing the Customer Information Pledges

When travelling with National Rail, it is more than a journey. That is why if things do not go to plan, customers need the best information as quickly as possible.

We know that there is more that we can do in keeping customers informed – especially during disruption – and Train Operating Companies across the industry are aware of this too.

That is why the Rail Delivery Group, Network Rail and all the train operating companies have been working really closely together 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.

To support the drive to improve passenger information, a set of “Customer Information Pledges” have been developed by the industry setting out our commitments to the information we provide during disruption as well as improvements we will look to make in the future. These pledges will be used as a framework for delivering timely, correct and consistent information to help you make well-informed travel decisions.

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.

For more information, please visit the Rail Delivery Group 'Customer Information Pledges' page or you can download a copy of the 'Customer Information Pledges' here.


What are our plans?

Going forward, you will be able to follow our plans for the delivery of these Customer Information Pledges on this page.

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Last updated:   14 December 2021