Customer Information Pledges

Introducing our new Customer Information Pledges

We know how important is that you are able to access to the latest information about your journey when you travel with us, especially when things go wrong.

As a result, we have now agreed a new set of industry Customer Pledges. We believe these demonstrate our commitment to supporting you during disruption and will help ensure you get to where you need to be as quickly as possible.

These Customer Pledges are supported by all train companies and will:

  • Explain what our commitments are and what we’re doing to make things better
  • Bring together good practice from across the rail and other industries to help you during disruption
  • Bring consistency across the rail industry
  • Allow for local and regional flexibility
  • Demonstrate that we truly care about you, and we put our customers first
  • Bring together good practice from across the railway – and other industries – to support you during disruption and get you where you need to be as quickly as possible

In addition to the individual pledges, we commit to:

  • Measuring and publishing how well we deliver against them here
  • Reviewing them regularly to make sure that they continue to deliver what we intended them to
  • Providing an area on the SWR website dedicated to sharing how we manage service disruption

Always improving

We’re always looking to do things better - and we want to keep improving your experience. You can find a summary of what we do and our plan for the future herealong with the websites of National Rail Enquiries and Network Rail.

We respect your privacy

We are constantly developing tools that make things easier for you. You may have a better experience if you register some basic journey and contact details with us, so we can provide information that is relevant to you.

If you share your information, we will:

  • Make it clear how we will use your information
  • Not use the information for anything other than you agree to
  • Stop using your information if you tell us, at any time

Sharing some basic details helps us to make sure we only send you relevant and appropriate information. If you choose not to share your information, you will still be able to find all the information you need, it might just take a little bit longer for you to find it.

You can read our full privacy policy here.

Please see our Information Pledges below. More information can be found here.

Helping you plan your journey
What you can expect when travelling with us
When things go wrong
We will give you a helping hand
Sharing our tips


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