Passenger's Charter

Our promise to customers

We have developed a Passenger's Charter so you know exactly what you can expect from us. It includes our customer promise and ways we're committed to providing you a safe, punctual and reliable journey, as well as treating all our customers in a fair and courteous way throughout.
Download our Passenger's Charter

Measuring performance

We work closely with Transport Focus, which represents the interest of passengers, and get them involved whenever we’re introducing new customer information products and timetable changes.

We then measure customer satisfaction and service performance to find out how we’re getting on. Read all about it in our latest Customer Report.

Talking to you when things go wrong

You’ve told us that information during disruption is really important, and this is an area we’re continually looking to improve.

There are other ways you can get information about our services when you’re on the go:

• Check travel updates on our website, including live tweets

• Download TPExpress app for live train information 

• Sign up for alerts so we can email you if things don’t go to plan

Customer Information Pledges

We know that customers want access to timely, relevant and accurate information to be able to plan journeys – this becomes even more important when things don’t go to plan and services are impacted by disruption.

As part of the Smarter Information, Smarter Journeys programme, TransPennine Express is working with the wider rail industry to continually improve the ways we supply you with service information and travel updates. One of those improvements is an agreed set of pledges across the rail industry, detailing what types of information you can expect when you travel with us.

See here to view the agreed customer information pledges