We know delays are frustrating and we do everything we can to avoid them.
But when they do happen, we’ll do everything we can to help get your travel plans back on track.
Watch this video
Below is an animation explaining how we resolve delays and keep you informed:
Incident reports
We receive reports of incidents from several different sources including train operators, train and station staff, our monitoring systems, our maintenance teams and even you.
An incident that causes a delay can be many things such as a broken rail, leaves on the line, a trespasser or extreme weather.
If we expect delays, we appoint a lead operations controller at a regional centre and another manager to look after the on-site requirements.
Delay updates and communications
We then issue an update on the delay through a variety of channels including:
- station announcements
- National Rail’s website and social media
- train drivers and crew
- train companies and their customer service teams.
Our message will include these important pieces of information:
- the problem – details of the incident or infrastructure problem
- the impact – the impact on trains and contingency plans
- the advice – alternative routes or transport options.
We aim to review this message every 20 minutes.
Find out more here.