This document outlines our commitment to providing the highest standards of customer service, as well as great value for money. We are dedicated to ensuring that your travel experience is relaxing and enjoyable. Occasionally things do go wrong, and we do our best to resolve any issues as quickly as we can. This Charter outlines the standard of service that you can expect from us. Our Passengers’ Charter describes our commitments to you and sets out the principles on which these are based. It does not affect your legal rights, which from the 1st October 2016 are in accordance with the Consumer Rights Act 2015 and set out in the National Rail Conditions of Travel. Copies of the Charter can be obtained from all the staffed stations at which our trains call or from our Customer Relations team.
The Hull Trains Passengers' Charter is currently being updated. When complete, if you would like a copy, please send your details to us and we will email it to you.