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Information during major delays

Any delays to your journey can cause irritation and we understand having limited information can add to that frustration, but at times things do go wrong. Whilst we can’t always resolve the problem quickly and get you on your way, our aim is to keep you as informed as we possibly can.

We and the rest of the UK rail industry have established a Passenger Information During Disruption (PIDD) Code of Practice, (which you can download from below) the Code ensures we all provide you with:

  • a consistent, honest and accurate reason for the disruption in a timely fashion
  • a realistic estimate for how long the delay is likely to last
  • information about your options to complete your journey

Download Our Delivery Plan 

Information points to help you complete your journey:

  •  bookmark for the latest information
  • check live information on the digital screens, available at all our stations
  • listen out for announcements on-board our trains and at-stations
  • ask a member of our on-board or station teams for help
  • follow our award-winning @LondonMidland twitter account
  • call our Customer Relations team
  • sign up for live travel information, tailored to your own journey through our email alerts service
  • download our free Android app, iOS app or Windows app for live running information
  • use the help point on the platform to speak directly with National Rail Enquiries

We work closely with the rail industry to understand how effective our approach is, and where to focus improvements. View the outcome of this research so far – which you can download here.

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