}

Policies and Procedures

We're committed to meeting all our responsibilities as a rail operator – to our customers, the economy and our planet. Read more about it here.

Our policies and procedures

We’re committed to meeting all our responsibilities as a rail operator – to our customers, the economy and our planet. Here’s where you’ll find the details of how we’re delivering on our promises.

Need help?

We're here to make sure your journey goes smoothly.
From delay repay and answers to your questions, to changing your journey - take a look at all our help and support options.

Want to read the fine print?

Read our terms & conditions.

Baby on board?

Read our mums-to-be policy.

Want to make a complaint?

Read our complaint handling procedure.

How do I get information in Welsh?

Sut mae cael gafael ar wybodaeth yn Gymraeg?

How we keep you safe?

Find out more about how we keep our stations safe and m…

Need extra assistance when you travel?

Read our Accessible travel policy.

Sut mae cael gafael ar wybodaeth yn Gymraeg?

Fel rhan o’n rhaglen o welliannau, rydym wedi cyflwyno Polisi Iaith Gymraeg.

How do we protect the needs of our passengers?

Read our Passenger's Charter.

How are we doing our bit for the environment?

Read our environmental policy.

Customer Report

Find out more about our customer report and what we’re doing for you, and how we plan to do it even better.

How do we protect your personal data?

Read our privacy and cookie policy.

How do we make sure we’re a responsible employer?

Read our statement on modern slavery.