Passenger's Charter
We have designed the Passenger’s Charter so that it’s simple and user-friendly. The following key areas are covered by the Charter:
- Planning your journey
- Buying a ticket
- Meeting the needs of customers with disabilities
- Using our stations and trains
- What you can expect from us when things go wrong
- Contacts for comments, complaints and further information
Your views are important to us so can we measure how we’re doing by listening to your feedback. By learning from our customers and from our mistakes we will continually improve the service we provide.
Our Charter
We’ve tried to make the Passenger’s Charter as comprehensive as possible; however if you have any queries or comments please contact our Customer
Relations department. The Charter will be reviewed every year.
Our Passenger’s Charter is available at all staffed stations served by us, from our Customer Relations department on 0845 026 4700 and via this website.
The Passenger’s Charter is also available in large print and Braille.
Our vision: Your journey, Your choice, Your railway
We’ve made significant improvements to your journey experience and there are more planned in the future. Our key priority remains getting you to where you want to be quickly and without fuss.
