Our Passenger’s Charter explains our commitment to you, and outlines what you can expect from us. We want to help make your journey as stress free as possible, from the moment you buy your ticket right through to you stepping off the train at your destination. We strive to make your journey as easy and safe as possible.
To us, great performance is measured in both the reliability and punctuality of our train service, balanced against our Passenger’s Charter standards. For more information on our performance and void days click here.
Have you ever wanted to ask our senior managers and directors a question about our services, but never knew how to? Well now you can. Take a look at our Passenger Forum to find out when the next session will be so that you can get your questions ready.
For more information on your rights as a passenger when you buy a ticket to travel on the National Rail network, please take a look at our National Rail Conditions of Travel and Railway Byelaws pages.
Travelling via public transport is a greener way to get from A to B. Take a look at how much CO2 you can save when you travel by train with our Carbon Calculator.
For information when disruption strikes, please view our Passenger Information During Disruption guide, which has been produced by the Rail Delivery Group (RDG). It sets out comprehensive guidance about good practice in the provision of information to customers during disruption - click here for more information.