Customer Information Pledges and Improvements

Our pledges

At LNER, we are committed to providing clear, consistent, and accurate information throughout your journey with us, particularly when things don’t go to plan. We want to ensure that even during disruptions, you can continue to travel with confidence.

To support this, we are collaborating with Network Rail, the Rail Delivery Group (RDG), and other train companies as part of the “Smarter Information, Smarter Journeys” programme. This initiative has introduced a set of pledges that define what good customer information should look like. At LNER, we are dedicated to delivering these pledges and constantly improving how we share information with our customers.

As part of this commitment, we will always respect your privacy. If you choose to share your information with us, we will:

• Always inform you of the data we collect, why we collect it, and how we will use it

• Use your information solely for the purposes we’ve communicated, or for compatible reasons – all in line with legal requirements

• Respect your data rights, handling your requests promptly and in accordance with UK GDPR regulations.

By upholding these standards, we aim to provide you with the information and service you need, every step of the way.