Customer information pledges

We are committed to keeping customers fully informed at every stage of their journey

At MTR Elizabeth line, we are committed to keeping customers fully informed at every stage of your journey, and in particular when things don’t go to plan. We understand we need to provide you with relevant, timely and accurate information to help you plan your journey.

We’ve been working with other operators – Network Rail and the Rail Delivery Group – as part of the rail industry’s Smarter Information, Smarter Journeys Programme. This programme is designed to achieve a step-change in customer experience through the provision of better customer information.

We’re focused on actively improving the experience you receive when travelling with us. We are proud of our achievement in late 2020 to become the first UK train operating company to achieve Customer First Accreditation on our first assessment.

With the rest of the industry, we have agreed a set of pledges which help customers know what they can expect before, during and after their journey. They also explain how we will help you when things go wrong.

The Customer Information Pledges:

  • 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.

Download the PDF version of our customer pledges.


Read more on our plan on informing customers during disruption

Our Plan