Travel: Passenger Information

MTR Elizabeth line operates TfL Rail – soon to be the Elizabeth Line – on behalf of Transport for London (TfL). For up to date service, timetables, fares, and planned railway upgrade information, visit TfL’s dedicated site here.

Welcome to next-generation travel

Your ticket to frequent services

The Elizabeth line is London’s newest and most exciting railway line. When complete, it will be the first time that London will have a true east-west connection, connecting people like never before.

With the central London connection under construction, MTR Elizabeth line (MTREL) is currently operating two existing lines in the east and west of London independently, under the name of TfL Rail.

TfL Rail is already seeing tangible improvements in service quality, with many stations upgraded to offer  step-free access and more frequent services, as well as the introduction of new, higher-capacity trains.

Your new train

Your new trains will offer greater increases in both comfort and capacity. These state-of-the-art, fully air-conditioned trains offer more space for customers with a smart interior layout, digital passenger information systems with service information, and free WiFi and 4G services for passenger connectivity.

 

Travelling safely with us

The safety and security of our customers is of paramount importance, and our onboard and station colleagues are trained to handle a variety of situations safely and confidently.

What you can do

Make sure you don’t leave any personal items unattended at stations or anywhere nearby, such as car parks or shops. If you spot something that looks like it’s been abandoned, let one of our team know either in person or through one of the help points in our stations. You can also contact British Transport Police.

What we are doing

British Transport Police

British Transport Police (BTP) polices Britain’s railways, helping rail operators and their staff, as well as passengers, to use the network safely. Sometimes incidents will require BTP for assistance. Find out more about BTP and how they make our railways safer.

If you do become a victim of crime (or witness an incident) it is important that you ask for help and report it. You can contact British Transport Police in a non-emergency via text to 61016* or call 0800 40 50 040. In an emergency, always dial 999.

While the text number is not for reporting emergencies, it is monitored 24 hours a day, 7 days a week and British Transport Officers will be sent if needed.

You should contact BTP when:

  • you want to discreetly report an incident that has already taken place
  • something is affecting you either at the station or onboard a train
  • you have a general police enquiry

*Depending on your mobile provider there may be a small charge to text 61016. This may vary between networks and tariffs.

CCTV and body cameras

All of our trains, stations and car parks have CCTV systems, creating a safer environment for our customers and staff.

Many of our staff also wear body-worn video cameras to help with security and improve their personal safety, as well as using for evidence supporting prosecutions.

In an emergency dial 999

You should call 999 when urgent police response is needed. For example, when:

  • a crime is taking place

  • someone suspected of a crime is nearby

  • someone is injured, being threatened or in danger

If your enquiry concerns buses or roads, you can contact local police anywhere in the country by dialling 101.

Station security

Most of our stations have a Secure Stations Scheme accreditation. Run by the Department for Transport and British Transport Police, this means we’re committed to ensuring that our stations are safe and secure environments for our customers and colleagues.

You may also see in some of our car parks Park Mark signage, which means we’re accredited to the Safer Parking Scheme so you can confidently leave your car knowing it’s in a safe place.

COVID-safe

Passengers can travel safely on our services knowing that MTR Elizabeth line (currently operating as TfL Rail) is compliant with the Government’s guidance on managing the risk of COVID-19.

Due to the nature of this pandemic and to ensure we remain up-to-date with the latest Government advice, our risk assessments are reviewed every four weeks, or when required after any significant developments.

Staying COVID-secure – Our key steps to safer working:

We have consulted with our recognised Trade Unions, carried out comprehensive COVID-19 risk assessments, and shared the results with our colleagues.

  • We have introduced robust cleaning, handwashing and hygiene procedures across the business, in line with guidance, to ensure our customers and staff stay safe.
  • We provide PPE including face coverings and masks to all team members, continually reviewing PPE standards against the latest Government advice and regulations.
  • We have taken all reasonable steps to maintain a 2m distance in the workplace. Where people cannot be 2m apart, we have done everything practical to manage the transmission risk.

As a key service provider, we take our role in reducing the spread of COVID-19 seriously. For more informational contact details, please refer to Managing the risk of COVID-19.

Face coverings must be worn, covering both the mouth and nose, for the full duration of a journey, unless an exemption applies.

Keeping you informed

MTR Elizabeth line PIDD Report

MTR Elizabeth line is committed to keeping customers fully informed during service disruptions. Our Passenger information during disruption, or PIDD, document details the ways in which we maintain our excellent customer service. Efficient communication contributes to the delivery of industry-leading performance for our customers.

In fact, in late 2020, we became the first UK train operating company to achieve Customer First Accreditation on our first assessment.

ATOC Approved Code of Practice (PIDD Report)

The ATOC Approved Code of Practice specifies the steps that should be taken by each passenger railway undertaking and Station Facility Owner to ensure that their arrangements for providing customer information can be delivered in a structured and consistent way.

Making rail accessible

Across TfL Rail services, our team is committed to providing you with a safe, reliable and comfortable service. Our staff are trained to proactively offer and be available to deliver friendly supportive assistance.

This document - Making rail accessible: Helping older and disabled customers - along with our policy document Making Rail Accessible: guide to policies and practices, is reviewed annually by the Office of Rail and Road (ORR).

Lost Property

 Report and locate lost property on TfL Rail services. Read more.