Customer Information Pledges

Introducing the Customer Information Pledges

We are committed to improving the experience you receive when travelling on London Overground services and ensuring that you are kept informed at every step of your journey. This is especially important when things don't go to plan and we understand how crucial it is to provide you with relevant, timely and accurate information to help you plan your journey.

With this in mind, we have been working with other operators, Network Rail and the Rail Delivery Group as part of the Smarter Journey programme. This has been developed to bring improvements in the customer experience through the provision of better customer information.

We have agreed a set of pledges to inform our customers of what they can expect before, during and after their journey. They also explain how we will help you when things go wrong.

The Customer Information Pledges:

  • show that we care by putting our customers’ 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.

For more information, please visit the Rail Delivery Group website to find out more or download a copy of the pledges.

Our Plans 

You can find more information on how we keep passengers informed here.

Over the course of 2023, we will be refreshing our plans and sharing with you on this page how we will be delivering the Customer Information Pledges.