PROVIDING THE INFORMATION YOU NEED WHEN TRAVELLING WITH US

We understand how important it is that you get the right information about your journey as quickly and as accurately as possible.  That’s why, along with the rest of the Rail Industry, we’ve signed up to meeting Customer Information Pledges. These pledges are designed to ensure consistency between operators and to give you a more seamless journey, particularly during instances of disruption. Details of the pledges can be found on the Rail Delivery Group website.

Whilst we’re already meeting many of the Customer Information Pledges, there are some where we’ve yet to deliver a full solution. Rather than put the full list of pledges, we’ve put the information on those we’ve yet to achieve below into handy ‘drop down’ sections. That way you can see how we’re planning to improve to make things better for you. We will review these on annual basis, or some individual pledges more frequently, where we need to make changes.
 
For details of specific incidents happening at the moment involving our services, please visit our Live Disruption page. You can also find out what you can expect us to do when there is disruption from our Passenger Information During Disruption Local Delivery Plan.

Otherwise, here's what we’re delivering now and what we have planned to make things even better for you:
Number of Pledges Pledges Completed ✔ Pledges Outstanding ✖
4  4 0

Number of Pledges Pledges Completed ✔ Pledges Outstanding ✖
1 1 0

Number of Pledges Pledges Completed ✔ Pledges Outstanding ✖
9 9 0

Number of Pledges Pledges Completed ✔ Pledges Outstanding ✖
6 6 0

Number of Pledges Pledges Completed ✔ Pledges Outstanding ✖
4 4 0

Number of Pledges Pledges Completed ✔ Pledges Outstanding ✖
6 6 0

Number of Pledges Pledges Completed ✔ Pledges Outstanding ✖
17 17 0

Number of Pledges Pledges Completed ✔ Pledges Outstanding ✖
9 8 1
What's outstanding?

Pledge Action Update Completion Date
Encouraging you to ask for help, whether that's before you travel, on the day if you need it or after you've travelled Sending a pre-departure email to remind you about your journey and how to plan We're currently preparing this email, signposting you to the support functions we provide March 2024

Number of Pledges Pledges Completed ✔ Pledges Outstanding ✖
16 13 3
What's outstanding?

Pledge Action Update Completion Date
We will show you where rail replacement buses are in real-time to help reassure you To provide a link to direct bus information that lets you know where they are so you are kept informed We have specified that we would like our supplier to provide this functionality and are awaiting their response on how they can deliver this To be confirmed
We will use technology so that we can offer advice that is personal to you and the time you're travelling Give you live journey updates in our app so you know what platform our train is going from when you get to the station and if there is a change to this We are working with our app supplier to see how we can develop this functionality To be confirmed
We will make improvements to ensure information is accessible and inclusive to everyone, including alternative languages and formats Ensure that our website is regularly checked and maintained to the highest WCAG standards We've worked with the Shaw Trust, an organisation who's aim is to challenge inequality and break down barriers to social mobility, to assess and make changes to our website to improve accessibility. We're now working through these changes so we can receive accreditation for our website  To be confirmed

Your Feedback

Hull Trains Paragon passing the Humber Bridge

Let us Know Your Feedback

As part of the Smarter Information, Smarter Journeys programme, Hull Trains are working with the wider rail industry to continually improve the ways we supply you with travel information. 

If you’d like to give us feedback on this page, we’d love to hear from you which you can do by completing our webform.

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