Customers

To provide high quality, locally focused passengers transport services

Meeting the needs of our customers is vital to our success. Providing reliable, value for money rail services encourages more passengers to use our services. Our decentralised structure ensures strong localised expertise, focuses on the needs of the local customer and has the ability to respond quickly to changing conditions in the local markets. Good customer service is at the heart of everything we do and we are committed to delivering high levels of customers satisfaction across the board.

Case studies

‘On Track’ Rail App
Govia's rail app 'On Track' is considered one of the best rail journey-planning apps in the UK, providing customers with the ability to look up train times, buy rail tickets and find out exactly how rail services are running - to the minute.
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Access for All
A truly public transport service should be accessible by as many people as possible. We recognise that different passengers have different needs, whether they're passengers using wheelchairs or mobility scooters, those who have difficulty walking, are pregnant or are travelling with young children.
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Smartcards and marketing
Govia continues to invest in making sure we remain at the forefront of the transport industry and will keep looking for smarter ways to improve the service we offer customers to make it as easy as possible for them to travel with us.
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Social media
Govia is leading the way as a transport company embracing social media. Twitter and Facebook are widely used across our rail companies to keep passengers updated with service-running information and latest product and ticket offers. Social media platforms also enable our passengers to exchange information and views about our services.
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