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Whether you're planning a journey or need station information, we can help. Discover everything from accessibility and safety to how we manage disruptions and support passengers.
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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 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?
The railway is all about people: our teams work hard to help people just like you travel from A to B. We care about you. We care about your journey. We care when things go wrong.
Our station colleagues will:
be visible so you know where to find them and be happy to help.
be able to give you information and where staff are not available, there will be a way of getting in touch with us.
have access to technology (such as a mobile device) to enable them to get helpful information and share it with you.
know what to do to help you when in our stations.
be the eyes and ears to help things run smoothly – they will listen to any feedback you give and make sure that it is recorded to help make things better in the future.
know what they need to do to resolve or report a problem.
When you’re at a station, we will:
give you as much notice as possible about the platform your train will depart from. When we can’t confirm the platform or there is a change to the platform, we will tell you as soon as we know.
keep you up to date on the status of your train.
keep announcements to a minimum, so you can easily pick out important information.
let you know if you need to travel in a particular part of the train for your journey – such as if you are travelling to a station which has a platform shorter than the length of the train or if your train splits during the journey.
provide details about onward travel options – including connecting trains and any local alternative transport provision
We work hard to make sure that things run smoothly at our stations but sometimes things can go wrong, We will endeavour to make sure you have all the information to hand.
As soon as we are aware of a problem affecting your journey, we will:
update our information screens with any cancellations, delays, or changes to the stations the train will call at.
give you a reason for the alteration if the train is delayed by over ten minutes, if the train is cancelled or if there is a change the stations that the train will be calling at.
give our best estimate for how long the disruption will last.
enable our team at our stations to provide further announcements where more relevant local information is available.
keep you up to date with information, so you know what is being done to put things right.
work with rail industry partners to make sure that messages across all channels are consistent, so you don’t have conflicting information.
support you to re-plan your journey, by viewing the Live Departure Boards or by speaking to our team, so you can understand how the disruption will affect your journey.
make sure you provided information on your right to claim compensation if your journey is disrupted.
We’ll clearly explain things to you, by…
1. Posting a message on the National Rail website if the change to your journey is part of a larger incident affecting the network, to let you know:
what the problem is
how it might impact your journey
our advice and options for you to consider.
2. Telling you how the incident is progressing:
whether we are investigating the problem
if work is ongoing to fix the problem
whether the problem is resolved, or
if the incident has been cleared with the train service back to normal.
3. Making sure our information is:
Clear: easy to understand and jargon-free.
Consistent: you’ll get the same information whatever channel you use.
Correct: we’ll give you information and if we don’t know something; we will tell you that we don’t know it.
Concise: we’ll keep things simple.
4. Sharing relevant travel options that help you make decisions about your journey. These may include:
Checking if your journey by train is currently possible.
Travelling on another route (which might include local public transport).
Using Emergency Replacement Transport.
Travelling later or on a later day.
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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