Passenger's Charter

Our Passenger’s Charter sets out our commitments and promises to you.

It is designed to help you make contact with us, whether that is for help and assistance or for compliments or complaints. It gives you details about the tickets available and where they can be purchased, plus information on how you can get advice about the most appropriate ticket. It lets you know how we intend to keep you informed about any changes – for example – during times of disruption.

It provides information about our compensation scheme – Delay Repay – and how you can make a claim where necessary. In addition it set outs our performance and quality targets for the coming year and explains how we will keep you informed.