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Transparency

We want to be honest and open about our service performance. We’ve collected links to help you find out more about on-time numbers, customer satisfaction results, planned improvements and more.

Helpful resources

We’ve put together a collection of links from around our site and around the web to help you better understand how our service works and how we’re performing:

Keeping you informed during disruptions

In the National Rail Passenger Survey, many passengers said they wanted to be kept better informed during service disruptions. We’ve listened to that feedback and prepared a plan showing how we’ll keep you updated when there are delays on the line.

We prepared this plan in line with the rail industry’s Approved Code of Practice. View the code here.

Our guide shows the steps we take to deliver timely and accurate information during disruptions. While it’s a bit technical, it does give you a behind-the-scenes look at what we’re doing to improve the lines of communication.

Download our Passenger information during disruption (PIDD) plan