Passenger Information During Disruption

Keeping you informed when things go wrong

Passenger Information During Disruption, or PIDD, is the way we tell you what's going on when trains are disrupted. Every Train Operating Company publishes their PIDD Local Plan as part of our efforts to be more transparent than ever before. It details:
  • how and when we will keep you informed of incidents affecting the train service
  • who is responsible for the various aspects of returning the train service to normal, and 
  • the standards that we aim to meet.
The plan is updated annually. The most recent revision was produced in December 2017 to reflect the introduction of Delay Repay 15. Our next annual review will be in October 2018.

We also publish our performance tracker. This details how we're doing according to the Rail Delivery Group PIDD Compliance Standards.

You can download the Rail Delivery Group's Approved Code of Practice for Provision of
Customer Information here.

If you need a print copy of the document, or in any other format, our Customer Service team will be happy to help.