Passenger’s Charter

Our promise to you

At National Express, we want you to enjoy your journey and our Passenger's Charter is your guide to the level of service you can expect to receive when using our stations and travelling on our trains.

Our key commitments to you are:

• A safe, clean, punctual and reliable train service
• Safe, clean stations which offer good service
• Convenient ticket purchase
• A fair outcome when things go wrong

Performance standards

Our staff

Delay Repay

Refunds

Compensation for season tickets purchased before 9 December 2007

Performance board

Full details of our customer comments and complaints handling policy are available to download