What are they?
We are continually working with the wider rail industry as part of the Smarter Information, Smarter Journeys programme to improve customer information.
We have worked collaboratively with the rest of the industry to produce the Customer Information Pledges, as displayed in our Customer Information digital leaflet.
Through our Customer Information Pledges, we will:
- 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
View the Customer Information Pledges (External website)
Our improvements for 2025 / 2026
This is what we have completed so far
Online
We have expanded our range of 3D station maps to support easier station navigation and provide clearer visual information on key facilities. The following stations have now been added to our updated collection:
|
Stevenage St Albans Bedford Balham West Hampstead Thameslink Haywards Heath Redhill Three Bridges |
Eastbourne Sutton Barnham Epsom Hitchin Horsham Huntingdon Lewes |
Purley Queens Road Peckham Streatham Streatham Common Biggleswade Leatherhead Tooting |
Maps are available on the respective Station Information pages.
An example of the Biggleswade Station 3D map is shown below.
A calendar tool has been added to our Live map, showing all planned engineering works over the next six weeks, including any ticket acceptance or replacement bus arrangements.
We’ve also added train length information to our timetables, so you can see how many coaches will be on your service before you travel. View our timetables are here.
The images below show where information about the length of each train has been added to our timetables.
At the station
Customer Information Screens (Visual) have been installed or renewed at the following stations:
- Southern: Eastbourne, Redhill
- Gatwick Express: Gatwick Airport
- Great Northern: Drayton Park, Enfield Chase, Essex Road, Finsbury Park, Hitchin, Huntingdon, Sandy, Alexandra Palace, Baldock, Gordon Hill, Grange Park, Hatfield
Public Address systems (Audio) have renewed and are now in place at:
- Biggleswade
- Downham Market
- Stevenage
Additional interactive information screens have been installed at selected stations, providing live departure and arrival updates, station maps, and clear guidance for onward travel.
The latest additions are located at the following stations:
- Three Bridges
- Horley
- Eastbourne
- Sutton
This is what we are doing in the future
App
- Making improvements to our app to improve the user experience, based on feedback from our customers
Online
- Expanding 3D station map coverage across more locations, while trialling an upgrade to all existing 3D maps with interactive features and real‑time data.
- Trialling an accessible virtual station tour at Elstree & Borehamwood to help customers plan their journey with confidence before arriving at the station.
- The Dynamic Route Map (live map) is being enhanced to offer improved functionality and more accurate, customer‑focused information.
- Station audio guides are being trailed for select stations on the website to increase the accessibility offering to customers with visual impairments.
At the station
- Installing more interactive information screens across more of our stations.
- Continuing to upgrade Customer Information Screens and Public Address systems across our network.