Passenger's Charter
We want you to enjoy travelling with us.
From the moment you plan your travel to the time you finish it, we want travelling with us to be a pleasure. We believe that a number of factors help to make your journey a pleasant experience and we set standards against each of these factors.
Our Passenger’s Charter sets out our commitments to you so that you can judge us against our promises. We intend to provide the best possible standard of service to you so if at any time you are not satisfied with the service we provide, please contact us with your thoughts.
Here’s a summary of what we aim to provide:
- a convenient and reliable service for planning your journey
- convenient facilities for buying tickets
- a welcoming and efficient customer service team on our trains
- a reliable train service which is on time
- clean trains and stations
- a safe environment at stations and on our trains
- a seat on our trains if you reserve one beforehand
- a fair outcome when things go wrong
The Passenger's Charter sets out:
- our standards
- how we measure the standards against our actual performance and then publish the results
- how we look after you during your journey
- how we look after you and make amends when things go wrong
- how we work with others in the National Rail industry
- how to contact us
View our full Passenger's Charter.
Download the Passenger's Charter PDF.
Monitoring performance
Working with Network Rail, we continually aim to make our train services more reliable and run on time. We monitor all our services every day to check that we are achieving this aim.
The standard measure used throughout the rail industry in Great Britain is the Public Performance Measure (PPM). This is a combined measure of how many trains timetabled to operate have run throughout the entire route and calling points and how many have arrived at their final destination within ten minutes of their advertised time.
Our Public Performance Measure from Sunday 7 February 2010 to Saturday 6 March 2010 was 90.2%.
If your browser does not recognise the file type PDF a free Adobe Acrobat Reader can be downloaded from the Adobe website.