About Us

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


Revenue Protection Policy

Parking Penalty Notices

Customer Complaints Handling Procedure

Our Safe Journey Policy

Passenger information during disruption

Our customers tell us that the flow of information about train services during disruption is a priority and is an area we need to focus on.

As a result, the Association of Train Operators (ATOC) have produced an Approved Code of Practise that sets out high-level guidance about generic good practice in the provision of information to customers during disruption. It provides individual operators with a framework that they can tailor according to local circumstances.

View the Code of Practise