Passenger's Charter

Information regarding the service you can expect to receive from us, and what we will do if things go wrong. It describes the high standards we have set ourselves, and the levels of compensation we will pay if we fail to achieve our targets.

Download Passenger Charter 958kb

FirstGroup plc - the UK based international transport company have teamed up with Keolis, one of Europe's largest private transport operators - to deliver a fresh, exciting and unique rail service across the Pennines.

First TransPennine Express is a dedicated intercity service linking key cities and major towns in the North of England. Our trains operate on the principal routes across the Pennines, linking the major urban areas of Newcastle, York, Leeds, Doncaster, Hull, Sheffield, Manchester and Liverpool. These cities are connected with the Lake District, Lancashire and Cumbria and Manchester. Manchester Airport is connected to key destinations east and west of the Pennines.

I am delighted to present this Passenger's Charter, which is a statement of our commitment to provide a high quality and continuously improving service. We are a customer-led business committed to delivering the highest standards of safety, performance and customer care. We will be focusing on creating a flagship train service which will be delivered by dedicated staff who will be provided with a safe, clean and inspirational work environment, supported with the best available training and support programmes the industry has to offer.

We are investing £260 million over the course of the franchise on:

  • New, high quality Intercity trains
  • Improved maintenance facilities
  • Station refurbishment including new information and security systems
  • Staff training

In this Passenger's Charter you will find information about the service you can expect to receive from us, and what we will do if things go wrong. It describes the high standards we have set ourselves, and the levels of compensation we will pay if we fail to achieve our targets.

If you have any views on our Passenger's Charter or would like to comment on any aspect of our services please write to me at:

First TransPennine Express
7th Floor
Bridgewater House
60 Whitworth Street
Manchester
M1 6LT

Nick Donovan
Managing Director

A joint venture between First and Keolis

Download Passenger Charter 958kb

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