Passenger charter

Between 2 October 2023 and 31 March 2024, customers can travel at any time of the day on Off-Peak tickets. Click here to find out more about this six-month trial and what it means for all tickets.

This charter sets out our commitment to provide the safe and high-quality service that you have the right to expect. It contains details about how to plan your journey, buy tickets and arrange extra help if you need it. You can view the document here .

We have information on our refund process and with our ‘Delay Repay’ scheme, we explain how to make a claim if you are delayed.

We have made it easier than ever before for you to get in touch with us, whether for help or to give us comments.

Find out more about making a complaint