We aim to provide a customer-focused service, and are committed to delivering the highest standards of safety, performance and passenger care. In order to make sure we deliver these commitments, we will measure our progress through a programme of regular audits.
All of our staff will be briefed on the contents of the Passengers’ Charter. As well as setting out our standards, the Charter gives you the opportunity to tell us what you think about our service. Your comments – good or bad – are always welcome. They help us to continually improve our service to all our passengers. While we hope you won’t have reason to complain, our Charter also tells you what we will do if things go wrong.