ahai1 wrote on May 23^rd, 2010 at 6:28pm:

I presume that the number you elude to is 020 7068 0500. It goes to music, hold music. So how long did you hang on for?  

I tried both the 0845 number and this 020 number and the hold music is the same track, so either it's a coincidence or it's the same queue.

ahai1 wrote on May 23^rd, 2010 at 6:57pm:

I don't see what you're moaning at.

The 0845 number has two options; 1. TrainTracker 2. Speak to an advisor.

It would appear that the alternatives go straight to the respective options. Perhaps there is no announcement within the hold music because normally the call would be answered with the IVR (automated menu) on the 0845 number which identifies the organisation.

If you don't like it, then go ahead and pay for the 0845 call. You're the horse and I'm bringing you to the water, but you don't want to drink it! 

The 020 7068 0500 number goes straight into a queue, as the note beside it in the database says. I have just tried it and got through to someone in about one minute 40 seconds.

I tried the 0845 number a couple of times and selected option 2, to speak to an advisor and it was answered after a couple of secondary (further) rings. As I said on Sunday evening (the post I made on 23^rd May), there was hold music on option 2 of the 0845 number then and that was the same track as on the 020 number.

I think that selecting option 2 on the 0845 number puts the caller through to one of a number of lines/numbers. Perhaps the 020 number we have is but one of those which it puts callers through to.

It is quite possible that option 2 of the 0845 number puts each subsequent caller through to the number with the shortest waiting time. Thus, you could say that it has some degree of intelligence which balances the load on each of National Rail's call centres to minimise overall waiting times.


For timetable information, I usually use the National Rail website www.nationalrail.co.uk or the WAP site from my mobile, if I'm out and about. These can give train time within 10 or 20 seconds or so, as well as live departure information.

Thank you Dave you are a star.

The 020 number for Heathrow Express is the right one as well.

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Just a quick update re NRE I sent them this feedback today:

Why does National Rail Enquiries (NRE) continue to use an 0845 number? Most people wish to access Train info on the move, using a Mobile Phone, which will cost them on average 20p + per minute to contact you. Whilst I appreciate a landline call "maybe" cheaper per minute, in this day and age you cannot justify the use of an 0845 number solely on this basis. Why won't NRE switch to an 0345 number? These are charged at a lower rate, and are mostly included in calling plan minutes from mobiles.

I think it's time NRE made that change.

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I await their reponse.

Dave wrote on Sep 23^rd, 2010 at 10:42am:


Since the stupid TrainTracker service (that also usually never works due to constantly giving you stations other than the ones you are travelling between) they try to sell on an 0871 number can also be accessed via a choice from the 0845 National Rail Enquiries menu does this mean TrainTracker can also be accessed for the price of a geographic call?  Or does the geographic number resulting from the FOI request bypass the normal menus and go straight through to an adviser based in India?