Passenger's charter

Our Passenger's Charter sets out our commitments to customers. You can find out about our performance targets and where to find information on our performance. It also tells you what standards you can expect from us and how we will compensate you if things go wrong.

You can also find out what help and tools we provide to help you plan your journey and give details on how you can contact us with your suggestions or concerns so we can improve our services.


Our Passenger's Charter is currently under review and will include an update explaining the introduction of a change to the threshold for the payment of compensation under the Delay Repay scheme. Until the full review has taken place please visit our Delay Repay page for up to date information about your compensation rights


Download our Passenger's Charter (pdf)

If you have any comments or feedback about the charter, please contact our customer services team.