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.

Our latest Passengers' Charter can be downloaded below, obtained from all the staffed stations at which our trains call or from our Customer Relations team.

Our Passengers' Charter

Hull Trains Paragon standard class seating

The Charter

Find details of our safety, performance & customer care standards in our Passengers' Charter.

We work with the Rail Ombudsman, Transport Focus and London TravelWatch to review the charter each year.

Download the Charter

SETTING HIGH STANDARDS

Hull Trains Paragon passengers boarding the train

Complaints Policy

Our Complaints Handling Procedure outlines the standard of service you can expect from us for receiving and responding to feedback and concerns.

Hull Trains Paragon travelling by Humber Bridge

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.

Our Performance
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Contact Us

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

Get in Touch

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Hull Trains services are now open until:
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