OUR COMMITMENT TO YOU

At Hull Trains we are committed to providing the highest standards of customer service, as well as offering 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. Our Passengers' Charter outlines the standard of service that you can expect from us, 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 downloaded below, obtained from all the staffed stations at which our trains call or from our Customer Relations team.

SETTING HIGH STANDARDS

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The Passengers' Charter

You can find details about our safety, performance and customer care standards in our Passengers' Charter. We work with Transport Focus and London TravelWatch to review the charter each year.

Download the Charter
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How Are We Performing?

At Hull Trains we are dedicated to providing you with the best possible rail service. Our commitment to our customers is our main priority which are summarised into three key areas:

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Whether want to give us some feedback or just have a question, we’re waiting to hear from you.

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