Travel

Learn more about travelling on the Elizabeth line

As the operator of London’s flagship railway, our purpose is to ensure that we operate the Elizabeth line to the highest operational standards, delivering outstanding performance matched with excellent customer service.

The Elizabeth line is the most significant addition to London’s transport network in a generation, providing new journey options, cutting travel time and supporting regeneration across the capital.

Customers can travel direct between Reading, Heathrow and Abbey Wood and between Shenfield and Heathrow via Paddington, taking advantage of record journey times with up to 24 trains per hour in each direction through central London.

With around 4.1 million journeys made each week, we are incredibly proud to be part of this transformative new railway, providing world-class customer service and performance.

For up to date service, timetables, fares, and planned railway upgrade information, visit TfL’s website.

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The Elizabeth line experience

Accessibility on the Elizabeth line

The Elizabeth line has been built to provide step-free access to help connect people to more of London. All stations are staffed from first to last service so you can get the help you need throughout your journey.

For more information on our accessible travel commitments please refer to the link provided. Additionally, we have also created an accessible travel policy leaflet that outlines the key highlights of these commitments.

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Customer information pledges

Customer information pledges

Our customers have always been at the heart of everything we do.

We are proud of our achievements across all areas of customer service excellence, and we continue to challenge ourselves to make further enhancements.

To help drive improvements to customer information, a set of pledges have been developed by the rail industry setting out clear commitments to what information will be provided during any periods of disruption, as well as the enhancements we’ll look to make in the future.

These pledges will be used as a framework for delivering timely, accurate and consistent communications to help customers make well-informed travel decisions.

To learn more about the RDG pledges, please visit the Rail Delivery Group pledges page or download a copy of the pledges here.

Keeping you informed

We know that timely information, particularly when things don’t go to plan, is a major priority for our customers.

We’re committed to keeping customers fully informed during service disruption, as well informing our customers well in advance when our routes are closed, or our services are reduced due to planned engineering works.

During unplanned disruption

We’re focused on improving information for our customers when things go wrong. In late 2020, MTR Elizabeth line became the first UK train operating company to achieve Customer First Accreditation on our first assessment.

Our team works hard to offer the best possible journey experience, safely and on time.

In case things don’t go to plan, we have clear contingency plans in place to make sure we get your journey back on track as quickly as possible.

When our service experiences disruption, our ‘Passenger Information during disruption’ document details how we communicate with our customers.

If you’d like to know more about what guidelines we follow, it’s the Approved Code of Practice issued by The Rail Delivery Group (RDG).

Sometimes Network Rail must carry out engineering work at short notice, and we can’t give customers much warning.

We’ll still let customers know as far in advance as we can, and information will be available from our stations and staff, our Customer Services team, National Rail Enquiries, TfL’s website.

 

Upcoming planned disruption

Sometimes we can’t run to our regular timetable, or have to run a rail replacement service.

To keep the hassle to a minimum, engineering or improvement work is planned for times when it will cause the least disruption, such as on weekends and bank holidays.

Maintenance and improvement work is planned well in advance, so summaries of planned engineering work are published 12 weeks in advance on National Rail Enquiries and TfL Journey Planner.

We try to make full details available as early as possible, and will always notify customers in advance via special notices on Customer Information Screens, scheduled PAs and posters at stations.

 

 

 

Where to access live service information

If you’re caught up in a delay, we’ll always try and keep you well informed, and minimise the impact on your day. You can get the latest updates and advice:

  • Via National Rail Enquiries (mobile or web)
  • Via The TfL Go app
  • Via Station Colleagues at each station (we’re staffed first to last trains)
  • Via ‘Help’ points at each station
  • Via TfL’s contact centre on 0343 222 1234

We have a dedicated team that works 24/7 in our Romford Operating Centre who work hard to keep an eye on our service and respond to any unexpected hiccups.

 

Safety and Security

Our stations are accredited by the Department for Transport and British Transport Police’s Secure Stations Scheme. This means our stations are safe and secure environments for both our customers and colleagues.

For more information on staying safe and secure on the Elizabeth line please follow this link Staying safe & secure – Transport for London.

Many of our car parks include Park Mark signage, meaning they are accredited by the Safer Parking Scheme. Customers can confidently leave their car knowing it is in a safe place.

Lost property inquiries can be made via TfL.

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