Rail industry launches real-time disruption maps across Britain to keep customers moving during unexpected delays
Train Customers across Great Britain will now benefit from real-time disruption videos that explain what’s happening, how services are affected, and what they should do next, making it easier to stay informed and travel with confidence during unexpected delays.
Visual Disruption Maps are part of the Smarter Information, Smarter Journeys programme, a cross-industry initiative involving Rail Delivery Group, Network Rail, and train operators that aims to deliver better and simpler customer information for those travelling on Great Britain’s railways.
These short real-time videos feature a presenter stood in front of a map of the rail network and are produced when services are affected by sudden events such as signal failures, infrastructure damage, or flooding. Each video explains what’s happened, the impact on services, and the next steps for travellers—all within 30 minutes of an incident being confirmed.
Videos will be regularly updated, available on National Rail Enquiries (NRE) website, app and social media, and will include subtitles and British Sign Language where possible to ensure accessibility remains at the heart of the project.
Jacqueline Starr, Executive Chair and Chief Executive Officer of Rail Delivery Group, said: “Delays can be stressful, especially when they disrupt plans, moments, and time with your loved ones. We always do our best to keep trains running smoothly, but when disruption does happen, customers want clear and timely information they can trust. Visual Disruption Maps bring a human face and voice to real-time events, helping people to travel with confidence when journeys don’t go as planned. By including subtitles and British Sign Language wherever possible, we are ensuring these updates are accessible to everyone.
“This national rollout marks a step in how we communicate with customers and demonstrates our commitment to putting their needs first.”
Malcom Pitt, Head of Customer Experience and Accessibility at Network Rail, said: “We know how frustrating it is when passengers' journeys are disrupted - and that frustration is made worse when they can't find out what's happening or are unable to find the information needed to get them where they need to be. The roll out of the visual disruption maps is a great example of the industry working together, putting customers first by providing clear, real-time information that passengers can access quickly to see what's happening and plan their onward journeys."
The rollout follows the successful launch of planned disruption videos in December 2024. These videos provide customers with information and advice about planned or upcoming disruption such as engineering works. Since then, over 250 videos have been produced and viewed nearly 700,000 times across the NRE website, app and social media channels. Customer feedback has been overwhelmingly positive, with 93% rating the videos as useful, 87% saying they were satisfied with the information provided, and 74% stating they would recommend the videos to other rail users. Customers particularly valued the clarity, trusted the human presentation style, and saw the initiative as a forward-thinking way for the railway to keep people informed.
Visual Disruption Maps will be available nationally, being produced 7 days a week - Monday to Friday from 7am to 10pm and Saturday to Sunday from 7am to 7pm. This forms part of the rail industry’s wider commitment to improving how information is shared during disruption, ensuring customers feel supported and informed whenever their journeys are affected.