Passenger's charter
Our Passenger's Charter (link opens a new browser window) (PDF) explains our commitments to you, and sets out the targets they are based upon. Read our current performance information.
The charter also offers information on planning and making your journey, buying your ticket, engineering works, extra assistance you may need, delays and cancellations, and what to do when things go wrong. Finally, it gives you information on contacting us after your journey.
The charter does not affect your legal rights, which are set out in the National Rail Conditions of Carriage and can be viewed online at nationalrail.co.uk (link opens a new browser window)
View the Passenger's Charter (link opens a new browser window) (PDF)
Download Adobe Acrobat Reader (link opens a new browser window) to view the PDF.