We will review the train service we offer regularly. The emphasis will be on improving the reliability and capacity of train services and reducing journey times wherever possible.
Northern plan services so that customers boarding trains should be able to obtain a seat in normal circumstances. Customers should not have to stand on our trains outside of peak times unless they choose to, and at peak times for no more than 20 minutes. Where customers do need to stand, the number doing so should not exceed 35% of the seating capacity. Where our projections of future demand suggest that these standards will not be met we will consult with the DfT and PTEs to discuss with them the most appropriate solutions.
Northern operates a ‘turn-up and go’ policy and does not offer a reservation
facility, for any purpose, for travel on any Northern service. This means a
reservation cannot be made for a seat, a bicycle space or a wheelchair space.
We will maintain our trains in a good condition and to a high standard of
cleanliness. Regular inspections will be carried out to ensure these standards are
maintained. We report the results of our inspections to the DfT and PTEs.
All customer service staff on our trains will be easily identifiable and will present a good image, wearing full uniform including name badges. They will keep you informed during your journey and help with any problems, should they occur.
We will provide Rail Security Teams who will patrol trains on selected routes. Northern operate a Crimestoppers partnership, allowing anti-social behaviour to be reported via a freephone number, 0800 555 111. This number is operational 24 hours a day, 7 days a week.
We will continue to aim for improved standards of punctuality and reliability. We will publish our reliability and punctuality figures for the previous four weeks and year at all staffed stations every four weeks. These figures will be independently audited every year.
We will operate at least 99% of services in the published timetable.
Our punctuality standards for arrival at final destination are as follows: –
Sundays are not included for the purpose of calculating punctuality and reliability performance.
Certain causes of delay are outside of our control and are not included when
calculating punctuality and reliability performance for compensation purposes.
These include vandalism, security alerts, and exceptionally severe weather
conditions that similarly affect other modes of transport and where no special preadvertised
emergency timetable has been in operation.
Essential planned engineering work sometimes takes place at weekends and late at night. This may mean that services are changed. Information will be provided at local stations at least four weeks before any planned changes to services in your area.
Where engineering work or other disruptions prevent us from providing our normal rail services a bus service may be provided instead. We regret that, on buses, we will not be able to carry prams, pushchairs, bicycles or wheelchairs that do not fold up. Alternative accessible transport will be provided if required for disabled passengers who are unable to access a bus due to steps.
In severe weather, trains often continue to run when roads and airports are closed. However, when speeds are reduced, delays can build up and schedules may be disrupted.
Emergency timetables may be used depending on weather forecasts or local
conditions. We will give you as much notice as we can before these emergency
timetables come into force.
Northern Rail Passenger Charter (114kb)
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