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.

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Customer information pledges

Our customers have always been at the heart of everything we do, and we are proud to have been recognised for customer service excellence. Find out how we are improving information, working alongside the UK rail industry.

At MTR Elizabeth line, we are proud of our achievements across all areas of customer service excellence and we continue to challenge ourselves to make further improvements.

The UK rail industry has an agreed 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 during times of disruption.

Our research tells us that better and more timely information, particularly when things don’t go to plan, is a major priority for our customers.

To help drive improvements to passenger information, a set of pledges have been developed by the 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, correct and consistent communications to help you make well-informed travel decisions.

Keeping you informed

MTR Elizabeth line is committed to keeping customers fully informed during service disruption.

Our ‘Passenger Information during disruption’ document details the ways in which we maintain our excellent customer service.

We’re focused on improving information for our customers when things go wrong. 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.

Safety and security

What you can do:

  • Do not leave belongings unattended at any point during your journey
  • Report and locate lost property on the TfL website
  • Report and unattended items or suspicious behaviour by:
    • Telling a police officer or member of staff.
    • Texting the British Transport Police on 61016.
  • In an emergency always dial 999.

More information can be found on the British Transport Police website.

 

What we are doing:

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.

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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