Passenger’s Charter

Our promise to you

At East Coast, we want you to enjoy your journey and our Passenger's Charter is your guide to the level of service you can expect to receive when using our stations and travelling on our trains.

Our key commitments to you are:

• A safe, clean, punctual and reliable train service
• Safe, clean stations which offer good service
• Convenient ticket purchase
• A fair outcome when things go wrong

Performance standards

Performance delivery reporting

Our staff

Delay Repay

Seat guarantee scheme

Refunds

Full details of our customer comments and complaints handling policy are available to download