Customer Charter
Accessible services and facilities
We are committed to improving our facilities and services to ensure that we provide a service that everyone can use.
Portable boarding ramps are available on request at all stations for anyone who needs assistance to get on or off the train. All of our new stations and trains are accessible for people with disabilities and we are continuing to improve the accessibility of our existing services and facilities.
Our goals 2009-11
To continue to upgrade stations to enable over 75% of our customer journeys to include the use of an accessible station.
Our commitments for 2011
- By December, complete major accessibility upgrades, including the installation of new lifts, at two key stations on the network.
- By December, improve station access and reliability by undertaking the major refurbishment of two lifts.
On-time trains | Manage crowding | Fast, accurate, useful information
Secure and safe travel | Clean trains and stations | Fast ticket sales
Quick and fair complaints handling | Accessible services and facilities
