An Inside Look

Making things easier for you is an important part of our Customer Promise and we understand there are key pieces of information that you may want or need to be easily accessible. Here you can take a look at our performance, find out about delays, how to contact us and more; it's all about us clearly and openly communicating the level of service that we are delivering to you.

 

Our Performance

Take a look at the percentage of our trains that arrive to their destination on time.

View our performance

 

Causes of Delays

Take a look here to understand common causes of delays to trains. If you have recently experienced a delay you may be able to claim compensation, click here to find out more.

Find out more

 

Dealing with Disruption

As an industry we are working in partnership with the Association of Train Operating Companies (ATOC) to deliver improvements to customer information so that when we do experience disruption, we are giving you the best possible information. You can take a look at this guide which tells you more information about how we will deliver information to you during disruption. 

Understand more

 

Britain Runs on Rail

Rail is vital to the fabric of national life: everything that Britain runs on, runs on rail. Find out about he £50bn+ investment in rail happening as part of the Rail Upgrade Plan.

Find our more about the campaign

 

Customer Satisfaction

Transport Focus run a bi-annual survey to measure satisfaction rates for each train company. Take a look at the satisfaction rate of our passengers from across our network.

View our satisfaction score

 

Customer Complaints

Sometimes things go wrong and we want to be as clear with our customers as possible about the complaints we receive. We're already working with a number of customers to understand how we can improve our service with our Customer Voice programme, and you can now view the number of complaints that we receive.

View our number of complaints

 

Upcoming Engineering Works

Stay up to date with changes to our services due to engineering works.

View upcoming engineering works

 

Future Plans for Improvements

Take a look at the planned improvements in our Insider magazine and keep up to date with the latest improvements with our Network News.

View upcoming improvements

 

Ticket Office Opening Times

Plan ahead and find out when our Ticket Offices open at each of our stations.

Find out opening hours for your station

 

Season Ticket Calculator

A Seaon Ticket may be the cheapest option for you if you travel three or more times a week. See if you could save with a Season Ticket by using a Season Ticket Calculator.

Try a Season Ticket Calculator

 

Contact Us

Want to find out more information about travelling with us, book assistance for your travel or ask us a question? We're here 24/7 to answer your queries.

Find out how to contact us