Our commitments

Our commitments

We're committed to providing you with a safe, comfortable, and reliable train service. Read on to find out how we do this.

What we're aiming for

Over our seven-year franchise, we’re looking to improve every aspect of our customer service experience.

We want to:

• Modernise the railway to make it easier to use
• Improve the reliability and capacity of our trains
• Make our staff more available on trains and in stations
• Use new technology to keep passengers informed and simplify ticket buying
• Improve the on board and station environment

It’s an ambitious plan. To get it done we’re thinking big – new trains, automatic ticket gates, new staff roles – and much more.

Improving your railway

We're making hundreds of improvements to provide you with a better experience, including strengthening our contribution to the economy, increasing customer satisfaction and boosting local communities.

Investing in stations

We're investing millions of pounds into station improvements. Examples of our upgrades include:

• New waiting shelters at Arlesey Station
• Barcode readers installed at King's Cross, Stevenage and King's Lynn
• InPost lockers installed at Winchmore Hill and Enfield Chase

Passenger's Charter

We review our Passenger's Charter every year and agree it with the Department of Transport. It details the standards you can expect from us, our commitments to you and how we're performing. You can download it or pick up a printed version at our stations.

Safety

Your safety and security is our top priority. Our Rail Enforcement Officers and Security personnel work hard to protect our passengers. And we work together with the British Transport Police to prevent crimes on our network.