Skip to Buy Tickets Skip to Content Skip to Footer

Passenger's Charter

Our Passenger’s Charter is reviewed every year and agreed with the Department for Transport. It includes details of our commitments to you and the standards you can expect from us.

Download the Passenger’s Charter

The Passenger’s Charter is available for download as a PDF, and as a printed leaflet at our stations. 

The key areas it covers are:

  • Our commitments to you
  • Our performance targets and where to find information on our performance
  • How to plan your journey
  • The standards you can expect from us
  • How we will compensate you if things go wrong
  • How to contact us with your suggestions or concerns so we can improve our services

Download Passenger's Charter