Passenger's Charter

Our Passenger’s Charter sets out our commitments and promises to you.

It is designed to help you make contact with us, whether that is for help and assistance or for compliments or complaints. It gives you details about the tickets available and where they can be purchased, plus information on how you can get advice about the most appropriate ticket. It lets you know how we intend to keep you informed about any changes – for example – during times of disruption.

It provides information about our compensation scheme – Delay Repay – and how you can make a claim where necessary. In addition it set outs our performance and quality targets for the coming year and explains how we will keep you informed.

View Passenger's Charter

Customer Information Pledges

We are constantly working to bring you the most up to date information whilst travelling.

The rail industry’s Smarter Information, Smarter Journeys Programme aims to enhance your experience by improving information and it’s delivery. As a result of the programme, we have agreed on Customer Information Pledges in partnership with other train operators, Network Rail and the Rail Delivery Group. The aim of the pledges is to:

  • Show that we care by putting our customers’ needs first
  • Commit to a set of guiding principles that will bring real consistency to the information we provide to customers when they choose to travel by train
  • Allow for enough flexibility across the network to ensure we meet all customers’ needs, which might be slightly different locally, whilst still maintaining consistency across the industry
  • Bring together good practice from across the railway - and other industries - to support customers during disruption and get them where they need to be as quickly as possible

View Customer Information Pledges