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Customer information pledges

Customer Information Pledges 

You tell us that you need to be able to access timely, relevant and accurate information so you can plan your journey travel with confidence. This becomes even more important when things don’t go to plan.  

We are working with the wider rail industry as part of the Smarter Information, Smarter Journeys programme to continually improve in this area. 

One of those improvements is an agreed set of pledges. These pledges show what information you can expect when you travel with us. In the first quarter of 2022, we will be sharing what we are doing to bring these pledges alive. 

View the Customer Information Pledges (External website)

Until then, please refer to: 

Approved code of practice (External website)

Passenger information during disruption (PIDD) plan (PDF)