Customer Care

It’s your railway, talk to us

Our aim is to get the basics right and provide a service which is punctual and reliable, clean and safe.

Our vision is 'A great journey every day.'

We welcome your feedback and we will be happy to assist with any comments, complaints or suggestions you have about our services.

Priority Cards

We have recently introduced a new service for any person who cannot stand safely for their journey and are elderly, pregnant, or have a disability.

Learn more

There are many ways you can get in touch with us so please click on the links below for more information.

Talk to us

Talk to our directors online or meet our station managers personally. We are committed to listening to your views to help us improve.

Talk to us


We want to hear your suggestions on how we can improve your train service so please use our online form to get in touch.

Feedback form

Passenger's Charter

Our Passenger's Charter sets out our com-mitment to you our customers and shares some of our plans for the future.

Passenger's Charter

Delay Repay

Our aim is to operate simply and efficiently and provide a service which is punctual, reliable, clean and safe. Regrettably there are occasions when this is not possible and you may be entitled to compensation under the Delay Repay scheme.

Delay repay