Passengers' Charter

Dear Passenger,

Since our franchise started in September 2009 we have invested £79 million in improving your journey. We will continue to work hard to improve the service we provide to you with further investment to come over the life of our franchise to July 2015.

Our aim is to improve your overall experience with Southern.

Our focus is on providing;

• Better punctuality of your trains through reliability improvements of our trains and of the railway infrastructure, in collaboration with our industry partners
• Enhancements to information provision, particularly during disruption, at stations, on trains and from our staff
• Easier, safer and quicker ways to buy your tickets with online services and the continuing rollout of our new Smartcard ticketing, and;
• Wherever we are able, continuous effort to improve the general quality of the service we provide, informed by our service quality measurement regime and your feedback through your comments and independent customer satisfaction surveys

I hope you find our Passengers’ Charter helpful and thank you for travelling with Southern.

Chris Burchell Managing Director