Forgotten Password
 Not registered yet? Sign up free today to get personalised
timetables, special offers
and more. Click here to register.

Passenger's Charter

Each Train Operating Company (TOC) is required to produce a Passengers' Charter that sets out the commitments that it makes to its customers.

This Charter is a statement of our commitment to provide the safe and high-quality service you have the right to expect. We publish it so that you know the standards we are determined to achieve.

The Passenger's Charter includes:

  • a statement from Northern of its intentions
  • standards of service covering punctuality and reliability
  • what passengers can expect - for example on telephone enquiries and booking services, reservations, availability of catering, provision for passengers with disabilities
  • what passengers can expect if things go wrong
  • compensation arrangements for single/return and weekly season ticket holders for one-off delays or for monthly or longer season ticket holders if performance drops below the expected standards
  • a list of contacts for passenger complaints and comment
Download the Northern Rail Passenger's Charter PDF:
download northern passenger charter pdf

Northern Rail Passenger's Charter (2MB)

You will need Adobe Acrobat Reader in order to read this document.