|
| Our Commitment |
|
|
|
|
|
 |
|
|
 |
|
Home > About FTPE > Our Commitment > Passenger's Charter
At First TransPennine Express we are dedicated to providing you with the best possible service we can. The following pages set out our commitment to users of our franchise, as well as reporting on our performance to date. |
|
|
|
|
 |
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 (pdf 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 newly created, 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, 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
Vernon Barker
Managing Director
A joint venture between First and Keolis
Download Passenger Charter (pdf 958kb) |
|
|
|
|
|
|
|
