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Customer Information Pledges

Introducing the Customer Information Pledges

Member of station staff with passengers

Customers tell us that there are things we could do better when things go wrong. That is why we have worked with our train operators and the Rail Delivery Group, through the rail industry’s Smarter Information, Smarter Journeys Programme to achieve a step-change in customer experience, through the provision of better customer information.

Part of this work included the development of a set of pledges to customers that outline what good looks like, and what customers can expect before, during and after their journey by train and at our stations.

What do the Customer Information Pledges say?

The Customer Information Pledges:

  • show that we care about putting passengers first 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 and through our stations
  • allow for enough flexibility across the network to ensure we meet customers’ needs, which may vary to meet local needs, whilst maintaining consistency across industry
  • bring good practice across the railway, and other industries to support customers during disruption and get them to where they need to be as quickly as possible.

How are we supporting Customer Information pledges at Network Rail?

Always improving

We are always looking to improve. Check back here to find out how we are putting the Customer Information Pledges into action.

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