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Passenger's Charter

Our annual Passenger’s Charter is where you can find the 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.

The key areas it covers are:

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

Since this charger was written, we've updates our Delay Repay compensation policy. For the current details, visit our Delay Repay page.

Travel help

Looking for information about travel assistance to help you with your journey?