Passenger's Charter Introduction

Each Train Operating Company (TOC) is required to produce a Passenger’s Charter that sets out the commitments that it makes to its customers. The key elements of the Passenger’s Charter are:

A statement from the TOC of its intentions
Standards of service covering punctuality and reliability
What passengers can expect - for example on telephone enquiries and booking services, reservations, availability of catering, provision for passengers with disabilities
What passengers can expect if things go wrong
Compensation arrangements for single/return and weekly season ticket holders for one-off delays or to monthly or longer season ticket holders if performance drops below the expected standards
A list of contacts for passenger complaints and comment
We will also provide copies of other relevant train operators’ Passenger’s Charters at the staffed stations that we operate (to the extent that they are made available by other operators)

This Charter is a statement of our commitment to provide the safe and high-quality service you have the right to expect. We publish it so that you know the standards we are determined to achieve. To monitor how well we are doing, our performance is measured by carrying out regular surveys of your opinion. The results of the research will be published and we will review our standards at least once a year.

Our mission is to deliver local railway services that really work for everyone.

To help you, the passenger, to have a clear understanding of the services you can expect to receive, we have produced this Passenger’s Charter that sets out our commitments.

Our services are supported by five Passenger Transport Executives (PTEs) -

on Merseyside by Merseytravel
in the Manchester area by Greater Manchester PTE
in West Yorkshire by West Yorkshire PTE (Metro)
in South Yorkshire by South Yorkshire PTE
in Tyne & Wear by Nexus

The Charter applies to all services operated by Northern including those in PTE areas.

Northern will work with other train operators to provide a seamless national rail network and with operators of other forms of transport to provide an integrated service. Northern follows The National Rail Good Practice Guide that is designed to provide consistent standards of customer service across the Rail Network. This covers:

Presentation of timetable information
Arrangements for passengers with disabilities
Customer service when you change trains
Help during train service disruptions
Lost property
Customer complaints, including comments involving two or more operators
Cycling by train
Station signage

This Charter will be reviewed on an annual basis in conjunction with Passenger Focus and PTEs. We welcome your views on content. All comments should be sent to Customer Relations, see 'How to Contact Us' for contact details.

Copies of this Charter are available at staffed stations served by our trains or from the address below.

Customer Relations Department,
Northern Rail Limited,
PO Box 208,
Leeds,
LS1 2BU

Other operators using our staffed stations may also provide copies of their Passenger's Charter at that station.

The Informed Customer