Passenger Information During Disruption

How we keep 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 version was produced in October 2020. Our next annual review will be in October 2021.

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

Download the Rail Delivery Group Approved Code of Practice

If you need a print copy of the document our Customer Service team will be happy to help.

Our local plan

Download our PIDD Local Plan here

Find out more

Progress tracker

Download our PIDD Progress Tracker here

Find out more