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 2024 / 2025
This is what we have completed so far
Online
Provision of 3D station maps, which are useful for station navigation and provide clear visual information on station facilities. These have been completed for the following stations:
- Brighton
- City Thameslink
- Denmark Hill
- East Croydon
- Elephant and Castle
- Finsbury Park
- Gatwick Airport
- London Blackfriars
- Luton Airport Parkway
- Peckham Rye
Maps are available on the respective Station Information pages.
An example of the Brighton Station 3D map is shown below.
A calendar tool has been added to our. This provides information on what engineering works are taking place within the next six weeks and whether ticket acceptance or replacement buses are in place.
The number of coaches that will make up each train is now shown on each of our timetables, so that customers know the length of the train for a specified service ahead of travelling. 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
Upgraded Customer Information Screens (visual) and / or Public Address systems (audio) have been installed at the following stations:
- Southern: Woldingham, Falmer, Cooksbridge, South Bermondsey, Portslade, Bexhill
- Thameslink: Luton Airport Parkway, Kentish Town, St Albans
- Great Northern: Northern: Stevenage, Finsbury Park, Royston
Interactive information screens have been installed at some of our stations, which provide live departures and arrivals, British Sign Language departures, a station map and information to assist with your onward journey.
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
- Introducing more 3D stations across more of our stations, and increasing the functionality of all 3D maps to improve interactive functionality and real time data integration
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