ABOUT NATIONAL RAIL ENQUIRIES
Find out more about what we do – commonly asked questions about everything we offer.Please select a question:
National Rail Enquiries provides the same up-to-the-minute advice on journey planning and train service updates as our telephone service. It uses the same data systems as the telephone service and is updated at the same time with latest changes and disruption information.
National Rail Enquiries Online does not itself sell tickets, but instead transfers to an authorised online retailer the details of any ticket chosen by the site visitor.
National Rail Enquiries are the official information service for National Rail. National Rail is the collective name for the train companies who operate Britain's rail service. We provide impartial advice on rail travel, and our performance is strictly regulated by the Department for Transport.
We provide impartial advice on all aspects of journey planning; fares and buying tickets, live train running updates and other useful information.
We operate a number of channels, including:
- A network of call centres
- The National Rail webste
- The National Rail WAP site
- TrainTracker™ - an automated voice service giving you up-to-the-minute information on your chosen trains for both arrivals and departures
- TrainTrackerText™ (the SMS version of TrainTracker™)
- TextMe JourneyPlanner – lets you send a copy of your journey details to your mobile phone.
- Provide data feeds from the content held on our website e.g for Station information. For more details on data feeds, please email us.
Contact Centre
Telephone Call Answering
Call answering performance for the rolling 12 months to date was as follow.
- Number of calls offered: 18,199,245
- Number of calls answered: 17,502,133
- Percentage of calls answered (PCA): 96%
- Average Time To Answer calls (ATTA): 15 seconds
Customer Satisfaction
An independent company conducts a continuous survey on customer satisfaction monthly. The latest survey result done between September and November 08 was 90% of our customers would recommend National Rail Enquiries to family and friends.
Mystery Shopping
The world's leading independent mystery shopping company, Taylor Nelson Sofres conducts mystery shop calls to each of our call centres every day and night. Each survey is undertaken over a six month period. For the period covering 1st April 2008 to 11th October 2008 we answered 97.44% of calls correctly on this measure.
Train Tracker
Customer Satisfaction
The latest survey result was 93% of our customers would recommend National Rail Enquiries to family and friends.
Website
Customer Satisfaction
The latest survey result was 94% of customers would recommend National Rail Enquiries to family and friends
- National Rail Enquiries do not sell tickets, although we will connect you to someone who can.
- National Rail Enquiries do not handle customer services for individual train companies.
The National Rail Enquiries service is provided by NRES Limited (3691898), registered in England and Wales and with a registered address of 3rd Floor, 40 Bernard Street, London WC1N 1BY. More information on related companies may be obtained at www.atoc.org.
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