National Rail Enquiries

Welcome to our first blog!

With the increased growth in social media, we thought it was about time we got involved.  We’re hoping to use this facility to let you know new things National Rail Enquiries is getting involved with as well as to respond to comments made about National Rail Enquiries in the blogosphere.

New Look Website

One of the big things the team’s been working on this year is a major upgrade to our website.  We thought it was about time that the website was brought up-to-date, the old design had been around for the last five years – and it looked it.  By talking to customers, and incorporating feedback we think that we’ve come up with a design that will make the website much easier to use.

If you’re already a subscriber, you’re ahead of the game.  When you log in to www.nationalrail.co.uk you’ll see that we’ve made your saved journeys and preferences much more accessible: rather than delving into the “my account” section, the bits that you want to see are up front.   As you plan your journeys, the site will remember what you’ve looked for making planning the same journey even quicker next time.  Next time you return to the site, you won’t have to log in again (unless you choose not to remain logged in) making journey planning even quicker.  If you haven’t signed up yet, click here to register and set up your favourites.

We’ve received a lot of feedback in the past that customers have found sometimes it difficult to find the cheapest tickets for their journeys.  We’ve spent a lot of time working on our Cheapest Fare Finder tool to make it more intuitive, so have a go and let us know what you think!

Our Contact Centres

There’s been big change within our Contact Centres in the last few months: all National Rail Enquiries calls, emails, customer service and calls from Help Points are now answered by our partner of over 5 years Intelenet Global Services, in Mumbai and Delhi. All National Rail Enquiries Contact Centres are regulated and assessed using a variety of methods, including mystery shopping to assess accuracy and large-scale customer surveys to assess customer satisfaction. With similar scores being given by our customers for both or UK and India operations we decided to reduce costs without compromising on the quality of service to our customers.

We recently received an award in the Top 50 Contact Centres and featured in The Times as part of a Customer Service supplement.

Real Time Information

There’s been quite a bit of speculation on the internet regarding the Office of Rail Regulation’s investigation into the licencing of data feeds from Darwin, our real time train information system.  To set the story straight, the ORR have recently determined that we have not breached competition rules in the licencing of our services.  They have validated our existing licencing process, decision criteria and pricing model and we’ve agreed to publish a Code of Practice for the issuance of future licences.   We currently have licences granted with 17 external companies for the provision of our real time data, and we’re having active discussions with a further 20.

Going Forward

We’re going to update this blog on a monthly basis.  But as we said at the start, we’re new to this game, so if you’ve got any suggestions or comments please email them through to us at nreblog@atoc.org.