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From the moment you plan your travel to the time you finish it,
we want travelling with us to be a pleasure. We believe that a
number of factors help to make your journey a pleasant experience
and we set standards against each of these factors.
Our Passenger's Charter sets out our commitments to you so that
you can judge us against our promises. We intend to provide the
best possible standard of service to you so if at any time you are
not satisfied with the service we provide, please contact us with
Here's a summary of what we aim to provide:
The Passenger's Charter sets out:
If you have any comments, ideas or complaints about any of our
facilities, we offer a number of ways of getting in touch:
View our full Passenger's Charter
Download the Passenger's Charter PDF
Working with Network Rail, we continually aim to make our train
services morereliable and run on time. We monitor all our services
every day to check that we are achieving this aim.
The standard measure used throughout the rail industry in Great
Britain is the Public Performance Measure (PPM). This is a combined
measure of how many trains timetabled to operate have run
throughout the entire route and calling points and how many have
arrived at their final destination within ten minutes of their
Our Public Performance Measure from Sunday 7
December 2014 to Saturday 3 January 2015 was
We appreciate that a delay to your train is always frustrating,
whether you are waiting at a station or already on board. Our staff
are trained to identify and sort out any problems you experience as
a result of a delay to your train. We will always do our best to
let you know about any delays as they arise before you board the
To view our commitment to the ATOC Code of Practice on Passenger
Information During Disruption please click here.
Find out more about your rights and responsibilities when
travelling on the National Rail network.
Download the National Conditions of Carriage
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XC Trains Limited. Registered in England. Registered No:04402048.
Registered Office: XC Trains Limited, Admiral Way, Doxford International
Business Park, Sunderland, SR3 3XP