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Going: Today Leaving 12:00
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Passenger charter

We want you to enjoy travelling with us.

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 your thoughts.

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

Monitoring performance

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 advertised time.

Our Public Performance Measure from Sunday 1 February 2015 to Saturday 28 February 2015 was 93.4%.

Passenger information during distruption

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 train. 

To view our commitment to the ATOC Code of Practice on Passenger Information During Disruption please click here.

National Conditions of Carriage

Find out more about your rights and responsibilities when travelling on the National Rail network.

Download the National Conditions of Carriage PDF


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