Everything we do is guided by our purpose to create a simpler, better railway for our customers. ​​

To do this we provide essential services that support better customer experience, from planning your journey online to booking your seat. ​

We support the growth of the industry, running national marketing campaigns to promote the use of rail, but we also raise revenue directly through the sale of railcards. We are always looking for opportunities to make improvements to how rail operates that will bring benefits to customers. ​

It’s our role to bring industry together on important issues that need a joined-up response, such as tackling sexual harassment on trains. ​

Working collaboratively with decision makers and other key industry voices, we contribute our knowledge and expertise to plans for reform so that our rail industry can thrive in the future. 

​Our Values

Our values, known as ASPIRE, are Accountability, Support, Partnership, Inclusion, Respect and Excellence. Our values form an integral part of our recruitment, performance and recognition processes.

Our activities fall into four broad categories of expertise. These are:

• Retail and commercial functions – retail fulfilment, fares, commercial management of retailer relationships, running fares and retailing services and systems, engaging with transport authorities, operators and suppliers.
• Customer services – understanding and defining customer needs from both service and marketing perspectives using insight led modelling, marketing research and close engagement with operators and commercial teams, running information and support services and systems, working closely with cross industry stakeholders.
• Technology and data - Designing and running central industry systems to support the operations of the railway, integrating systems from Network Rail, Retailers and Operators, improving the security of industry systems, integrating and analysing data and delivering large scale programmes from testing to ongoing service management
• Industry operations – defining policy and understanding of industry stakeholders needs, co-ordinating industry planning, operational decision making and crisis management through engagement with operators, suppliers, network rail and other partners on rail strategy, policy, engineering, policing, people, stations and network performance.

For more information about our public-facing and B2B services (including National Rail Enquiries and railcards), please go to the Our services section.