What you can expect from us

We have been working closely with other operators, Network Rail and Rail Delivery Group as part of the rail industry’s ‘Smarter Information, Smarter Journeys’ programme which aims to achieve a step-change in customer experience by providing customers with all the information they want, when and how they want it.

We have now agreed on a set of pledges which outlines what good looks like, and what customers can expect before, during and after their journey with us.

What do the Customer Information Pledges say?

Customer Information Pledges:

• show that we care by putting our customer's needs first
• commit to a set of guiding principles that will bring consistency to the information we provide to customers
• 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

Download the Customer Information Pledges here

• be inspired by some of the best destinations in the UK
• find out about claiming a refund
• learn more about travelling with us
• discover ways to save when travelling with GWR