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Improving our services

We’re currently seeing the biggest investment in the network since Brunel so we can offer more trains, more seats, and shorter, more frequent journeys and continue the network’s heritage of helping connect more businesses to new and prosperous markets. Through a series of initiatives, we aim to be a good neighbour to the communities we serve and are committed to making a positive social impact in those regions.

More than £7.5 billion has been spent on electrifying the region’s routes from London to Newbury and Cardiff and track upgrades, as well as improvements to stations, the opening of new stations and the introduction of hundreds of new trains.

Working in partnership with Local Authorities, businesses and communities, there are many more projects underway. We’re in the process of reinstating daily services on the Dartmoor Line to Okehampton, we’re expanding car parking capacity across the GWR network and we’re supporting the development of a new station at Reading Green Park, to name just a few.

And we’re not stopping now. There’s plenty more to come as we help the nation to build back better.

Customer Information Pledges

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