Performance and Passenger's Charter

All of our people receive regular customer service training.

We're committed to providing support for all our employees. And that's why we’re investing more money than ever before in training and development programmes - as we believe that only by giving our people the best possible service, can we expect them to do the same for our customers.

You can meet senior managers at our Meet the Manager sessions at key stations and roadshows in your community in shopping centres, universities and airports.

We also run an online Passenger Panel. The Panel will be a place for you to voice your opinions and have a direct influence on how we run our services and the facilities we provide.

Once registered, you will have access to a password protected section of the website, which will include:

• Monthly surveys on specific issues that we know need action
• Web chats with senior directors and managers
• Results of surveys, transcripts of web chats and work we’ve done on issues that the Panel has considered

The National Rail Conditions of Travel is the contract between yourself and the train operating company or companies for the journey you’re making with the ticket you have purchased.

Find out more about the National Rail Conditions of Travel

Our Passenger's Charter sets the minimum standards we expect to achieve; how we'll compensate if things go wrong; how we will tell you about our performance; and how you can tell us about your suggestions or concerns.

Find out more about our Passenger's Charter