London Midland

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Passenger Charter

Providing you with a service that is punctual, reliable, clean and safe

The London Midland Passenger's Charter sets out our commitment to you as our customer on the levels of service we aim to provide. The latest version was published in October 2016.

We aim to deliver a service that is:

  • punctual             
  • safe
  • reliable
  • clean

We aim to continually improve your perceptions of London Midland and deliver better performance levels in line with the Department for Transport targets. We aim to provide a service that will drive and accommodate growth to bring about a modal shift from car to rail right across our network. 

Our Passenger's Charter explains how to plan your journey, purchase your ticket and what to expect when using our trains and stations. We know that there may be times when there are delays or we have to cancel trains. This Charter tells you what we will do for you if we do not deliver our commitment.

Download a copy of the Passenger's Charter or pick one up from your nearest London Midland staffed station and at other operators' stations that our services call at.
We review our Passenger's Charter annually and welcome any comments and suggestions you may have.

Useful links

National Rail Conditions of Travel

ATOC's Approved Code of Practice for Passenger Information During Disruption