Passenger’s Charter

Great Western Railway: our Passenger’s Charter
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What is our
Passenger’s
Charter?
Our Passenger’s Charter is our commitment to you. We work hard
to make sure every journey you take with us is easy and enjoyable.
And our charter tells you what you can expect from all of us at Great
Western Railway (GWR), on our trains and at our stations. It sets out
the minimum level of service we’re committed to.
Every year, we review and refresh our charter. We work with Transport
Focus, London TravelWatch and TravelWatch SouthWest to make
sure it’s up to date and fair for all of our customers. If you have any
suggestions for us, we’d love to hear them. You can let our Customer
Support team know your thoughts on 03457 000 125.
You can get copies of this charter from the staff at our stations,
from our Customer Support team or from our website, www.GWR.com.
Treating our customers fairly
We put our customers at the heart of everything we do and every
decision we make. Making sure you’re safe and well, and that we
always treat you fairly, is our highest priority. We want you to have
a great experience with GWR. So we make it easy to talk to us, and
we’ll always listen to you and take your individual circumstances
into account.
Our Customer Report
We’ll publish our Customer Report every year to update you on our
plans and tell you about the improvements we’ve made. We’ll also let
you know how we’re performing against our customer satisfaction,
reliability and punctuality targets.
The National Rail Conditions of Carriage
Our Passenger’s Charter goes hand in hand with the National Rail
Conditions of Carriage. These conditions explain the contract you have
with us when you buy a ticket and use it to travel. You’ll find them on
our website, www.GWR.com, or you can ask our Customer Support
team or the staff at our stations for a copy.