SERVICE UPDATE: RMT & ASLEF strikes during June – please check our service alterations page.

Planned engineering works throughout June and July – please check our service alterations page.

Guest Charter

We aim to provide the best quality service possible for all guests to make your stay with us as comfortable as possible.

To that end, we’ve created a guest charter to ensure every step of the journey is as smooth as possible. Your legal rights are set out in the National Rail Conditions of Carriage which you can get from our Guest Service Centre or from

Our staff have been trained to offer only the best service and to make facilities are clean and available at all times.

We know however that sometimes plans can change or things don’t go entirely to plan, so we have made our refund process as simple as possible.

If something about your time with us doesn’t meet your expectations, please visit our contact us page and someone will be in touch with you.

Read our Guest Charter in full in English here. We are currently working on translating this into other languages.