Our Passenger's Charter sets out the promises we make to you. It shows how totally committed we are to ensure that your region’s railway and services are responsive to your needs.
Included in the Charter, you will find information about how we:
- Maintain open communication detailing how to contact us for help, assistance, compliments, and complaints.
- Provide comprehensive ticketing guidance including details on all available ticket types, where to purchase them, and advice on choosing the most appropriate option for your journey.
- Keep you informed during disruption by detailing how we will keep you updated and what to expect during times of service changes or delays.
- Compensate you fairly through our updated 'Delay Repay' scheme, including how to make a claim if your train is delayed by more than 15 minutes.
- Share our performance targets so you can see how we are doing against our quality and service goals for the coming year, holding ourselves accountable.