Customer Charter

Fast, accurate, useful information

We understand that fast, accurate and useful information is particularly important, especially when there are changes or delays to timetabled services.

We are committed to providing the best service information available at every point of your journey. To achieve this we will continue to improve both the quality of information and how we communicate with you.

We will provide you with timely and accurate trackwork information, including alternative public transport options, timetable amendments and fare changes.

Our goals 2009-11

If you are at a station and your train is delayed by more than five minutes, to tell you to the best of our knowledge why and how long we expect the wait will be.
If you are on a train and it is moving slowly or has stopped for more than two minutes, to tell you to the best of our knowledge why and how long we expect the wait will be.

Our commitments for 2011

By July, upgrade the audio systems at seven stations to make the announcements clearer.
By July, improve the directional signage at 10 stations on the network.
By July, install 'Next Train to City' indicators at five major stations, providing customers with a quick reference as to which platform to go to.
By December, install 24-hour automatic passenger information screens at 10 additional stations.