As part of our Office of Rail and Road (ORR) licence conditions we share the below report annually to update you on how we're continuously improving our delay repay and complaints service.
Included in the report is information about how we:
- Provide clearer online ticket and refund guidance based on website feedback.
- Enhance punctuality and manage service disruptions through targeted performance improvements.
- Maintain high standards of cleanliness on trains by monitoring and addressing facility issues.
- Further improve complaint response times and response quality through enhanced staff training.
- Simplify compensation options and raise awareness of the Delay Repay process.
- Ensure comprehensive assistance by making our feedback and complaints processes more accessible.