Customer Information Pledges

When travelling with Chiltern and things don't go exactly to plan, you need the best information possible.

We are working closely with Network Rail and the Rail Delivery Group as part of the rail industry's 'Smarter Information, Smarter Journeys Programme.' This programme aims to achieve a step-change in customer experience through the provision of better customer information, and by providing customers with all the information they want, when, and how they want it.

We have now agreed on a set of pledges which outline what good looks like, and what customers can expect before, during and after their journey by train.

What do the Customer Information Pledges say?

  • Show we are putting our customer needs first.
  • commit to a set of guiding principles that will bring real consistency to the information we provide to customers when they choose to travel by train
  • allow for enough flexibility across the network to ensure we meet all customers’ needs, which might be slightly different locally, whilst still maintaining consistency across the industry
  • bring together good practice from across the railway - and other industries - to support customers during disruption and get them where they need to be as quickly as possible.

View the Customer Information Pledges (external link)