National Rail
National Rail
  • National Rail Enquiries
    Customer Relations
    PL4 6AB
We are the definitive source of customer information for all passenger rail services on the National Rail network in England, Wales and Scotland.

We handle an average of two and a half million journey planning enquiries every week day through our contact centre, mobile, apps, website and through information services supplied to 3rd parties. We offer journey planning, ticket sales, real time information, fares information and a range of rail-related information to rail customers.

Quick Facts and Stats

National Rail Enquiries has evolved from a contact centre business to a multi-channel award-winning customer service provider. Here’s a snapshot of our success story.

  • Number one website in travel and transport
  • 28 awards
  • 352 million contacts 01 April 2012 to 31 March 2013
  • 32 million third party contacts
  • Over 3.5 million downloads of smart phone apps
  • Registered customers and followers 1.3 million and growing
  • 17 million people used our service last year

Listening to our customers

Customer feedback is important to us. Did you know that last year alone over 72,000 customers took part in surveys to tell us what they liked and disliked about our service?

In addition to the survey comments we also closely monitor feedback (good and bad) received through Facebook, Twitter, our ‘Community’ channel and Customer Relations Department.

Changes are continuously being introduced as a result of customer feedback and we’ll soon be letting you know more about these enhancements via our website.

Social Interaction