National Rail Enquiries (ATOC)

Who they are

National Rail Enquiries are an information source for all passenger rail services on the National Rail network. Their journey planner, fare and live departure information can be accessed via the National Rail Enquiries website or app.

What we do

PTI Cymru operate a Welsh language customer service phone line for National Rail Enquiries, answering all customer queries related to timetables, tickets and service availability from 7am-8pm daily. Customer queries are answered as accurately as possible using the available National Rail Enquiries systems. Our agents receive regular training on the use of these systems and have a proficient understanding of the information delivered through the National Rail Enquiries service.

Our contact centre agents are committed to delivering excellent customer service on behalf of the client. All agents are fluent Welsh speakers, maintaining a high level of Welsh language competence at all times when handling customer enquiries.

In light of the Covid-19 pandemic, PTI Cymru were asked to handle overflow calls from the National Rail Enquiries’ Mumbai contact centre. With the PTI Cymru team set up to effectively work from home at the start of the pandemic, we were able to seamlessly deliver our usual high-quality service to customers over the phone.

In addition, we were appointed as the national call centre for their ‘Rail to Refuge’ initiative (run in collaboration with Woman’s Aid and train operators across the UK). The scheme allows anyone fleeing domestic abuse to access free rail travel to help them reach refuge. The PTI team have been trained to sensitively handle these calls from people seeking refuge and to book their train tickets, helping them reach a place of safety. Owing to the crucial nature of the scheme and the lifeline it has offered many during the Covid-19 pandemic, it has been extended to the end of March 2021.