Customer Experience

Delivering a better experience with improved customer service

We’ve spoken in detail to over 1,000 customers and more than 110 stakeholders across the network to truly understand what you want from your train service. As we improve your service, we will continue to provide many ways to have your voice heard.

Delivering a better travel experience

  • We’re committed to making life better for our customers, with a £90m station investment programme for the whole network
  • We’ll be refurbishing waiting rooms and improving accessibility, adding at least 1,500 new car parking spaces across the network and 60 Electric Vehicle charging points at stations
  • We’ll improve step-free access, install tactile steps and hearing loops, and our stations will have more automatic doors, priority seats and accessible toilets
  • We’ll provide free Wi-Fi onboard mainland trains and at all our stations – with 5 times more bandwidth than today
  • We’ll introduce at-seat charging points on all trains by December 2020, improved toilets, and free infotainment on all mainland fleet, giving you access to films, catch-up TV, box sets, games, newspapers and popular magazines
  • We’ll deliver live updates to passenger information screens on our mainland trains by December 2020
  • We’ll be giving passengers at stations live information on seating availability, letting you know where best to stand to board emptier carriages

Improved customer service

  • We’re making sure our stations are staffed from 06:00 to midnight on weekdays and Saturdays, at stations within the London Travel Card area with automatic ticket gates
  • We will have 100 Customer Ambassadors to provide outstanding customer service, and they’ll have mobile ticket machines, so you can buy tickets face-to-face at the station
  • We’re developing a new app to make your journeys smoother by highlighting less busy trains and carriages, so passengers know where on the platform to board
  • For passengers who need assistance, we have introduced Travel Assistance cards and reduced the notice required to request assistance to 12 hours, or just four hours’ notice at 23 stations
  • We’ll also be bringing in Delay Repay for the first time, making it simple and easy for you to claim for late trains, with a fully automated process for those who buy season and advance tickets directly from us on smartcards

Transformation & growth

More services, more seats and state of the art trains.

Learn more


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