Service disruptions

When things don't go to plan

Sometimes the unexpected can happen, causing changes to train journeys on certain routes. You can’t plan ahead for this, but we will always keep you informed of any disruption on our network.

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Personalised journey planning

Our handy messaging and journey planning service will provide all the information you need about your journey with us. From personalised journey updates to details of real-time alerts to let you know if there is disruption and alternative routes you could take. All of this is delivered via our Messenger and WhatsApp channels. Find out more about EMR Messenger.

EMR Messenger


Sign up for journey alerts

Get personalised alerts from National Rail Enquiries by text, email and Twitter direct message. Tell us which trains you plan to catch, whether it’s your regular commute or a one-off trip, and we’ll let you know if your train is delayed or cancelled.

Texts cost 25p for each alert, emails and Twitter alerts are free. You can’t sign up from your mobile yet.

Planned improvement work

Wherever possible our engineering work is planned in advance, generally for weekends or public holidays. When planned engineering works are going to affect our routes we will provide up to date information.

Check engineering work

Download our app

Get train running information on the move with the EMR app. Check live train updates and departures in real time on the 'My Account' screen.

Download the EMR app

Introducing the Customer Information Pledges

If things don't go to plan, it's important that you can get the information you need for your journey.

We've been working closely with other operators, 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've all 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.

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.

View the Industry Customer Information Pledges

Passenger Information During Disruption delivery plan

Our Passenger Information During Disruption (PIDD) delivery plan, tells you what you can expect from us when disruption occurs. The document outlines what we do to keep you informed and how we work to restore our timetable following an incident.

Passenger Information During Disruption Delivery Plan