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Passengers

Our role in getting you where you need to go

Every year, 1.7 billion people travel by rail – and every day more than four million passenger journeys start, end or pass through the stations we manage.

We’re transforming the railway

So many people rely on the railway to get them to work, home and to friends and family. That’s why we invest £100m each week on improvements for passengers. We’re making it possible to run longer, faster trains by lengthening platforms and electrifying more railway lines.

We’re also transforming Network Rail to ensure the needs of passengers are at the heart of everything we do.

Meeting the needs of a modern rail network

We’re the safest railway in Europe. More passengers are getting on trains and arriving on time at their destination than at any other time in the railway’s history – and the UK has among the highest customer satisfaction rate of any rail system in the world.

But our railway is also the most congested. More and more trains are overcrowded as growth in passenger numbers outstrips the increase in the number of trains on the network. Passenger numbers grow by six per cent each year and will double in the next 25 years.

Our improvements, as part of our Railway Upgrade Plan, are essential to meeting this capacity challenge.

We’re always looking to improve punctuality, and combat the main causes of delay. On our Delays Explained pages you can read about some of the reasons for delays to train services.

Our stations

Our 18 managed stations – including Birmingham New Street, Manchester Piccadilly, Edinburgh Waverley and 10 in London – are Britain’s busiest and biggest stations.

We regularly upgrade stations – not just those we manage – to get the best for passengers. Dedicated station improvement programmes are a key part of our Railway Upgrade Plan. Our aim is to create destination stations that are accessible to everyone and allow for a safe and efficient flow of passengers even during busy travel times.

Find out more about how we make our spaces safer for passengers.

If you’re making a journey by rail

Safety on the network

We’re committed to keeping everyone safe at stations,  level crossings  and across the railway . We work closely with communities to prevent suicide, vandalism and trespass,  and to promote safety across the network.