Customer Promise The Passenger Charter for the Northern Network Valid from December 2018 1 Northern Customer Promise Our charter for our passengers Poor peak performance 17 Welcome 4 Making it easier to claim 17 Automated Delay Repay 18 Helping you plan your journey 4 If you decide not to travel 18 Our people 4 Rail replacement services 18 Our website and app 4 Multi-modal travel 19 Customers requiring extra help 5 Your other legal rights 19 Our Promise: Getting in Touch 6 Our promise: making travel You can contact us: 6 accessible 20 Join in 6 Mobility scooters 20 Blue Assist 21 Our Promise: personal Taking your bicycle 21 7 information Lost property 21 Our promise: buying your ticket 8 Our promise: on the train 22 Getting help 8 Keeping you safe 22 National Rail Conditions of Travel 8 Welcome to WiFi 22 Travelling without a valid ticket 9 Season Tickets 9 Our promise: making it better 22 Season Ticket refunds 10 Cleaning 22 Changing your Season Ticket when you Smoking 23 move home or change job 10 Lost or stolen Season Tickets 11 Our promise: if you have Duplicate Season Tickets 11 a complaint 23 Damaged or faulty Season Tickets 12 The Rail Ombudsman 24 Forgotten your Season Ticket? 12 Photo-cards for Season Tickets and railcards 13 Contact Details 26 Other modes of transport 12 Northern 26 Our promise: giving you Rail Ombudsman 26 Multi-modal ticket companies 27 information 13 Step-fee map 28 When there are planned engineering works 14 Our promise: if you are delayed 14 We’ll tell you what is happening 14 We’ll get you there 14 We’ll compensate you fairly 15 2 3 ticket office opening times. As well as being able to Welcome download timetables, route maps, check train times and buy tickets. Welcome to the Northern network, run by Arriva Rail North. You can buy your tickets in advance and collect them from the station or print them at home, and you At Northern we are passionate about making sure have the option of doing this when you buy online or your journey with us is as good as it can be. Our through the app. Customer Promise sets out our commitment to you, our passenger, for the services we provide. Customers requiring extra help We review our Customer Promise every year in We are making travel as easy as we can for consultation with Transport Focus, the independent everyone. Our Disabled People’s Protection Policy transport user watchdog. You can download a copy (DPPP) “Making Rail Accessible”, is available from our of our Promise from our website, pick up a copy website or by calling the dedicated 24hr passenger at staffed stations on our network, or contact our assist line, 0800 138 5560. This sets out the customer experience centre and they will send you arrangements for passengers requiring assistance. one. If you have particular needs, we’ll do what we can Helping you plan to meet them. The map at the back of this booklet shows all the stations which currently do not have your journey steps. We provide a passenger assist service and we recommend you give 24hrs notice for us to arrange Our people the assistance you need. However, we understand Our people are here to help you, at our stations, that this is not always possible and we promise that through our customer experience centre (0800 we will do all we can to help you travel. 602020) and our passenger assist service (0800 138 5560). They can offer advice on all aspects of your You can book passenger assist through the form journey, starting with journey planning. Whether you on our website, by filling in a form at stations or are talking to us face-to-face or on the phone, we by calling the passenger assist team on 0800 138 are here to provide you with the help you need to 5560. All of our trains carry wheelchair ramps and make sure your journey is as easy as possible. our staff are trained to use them. Our website and app Our website and mobile app will help you find journey information and buy tickets online. You can find details on train services, station facilities and 4 5 Our promise: getting in number of ways you can do this. touch • speak to our staff - many of our stations are staffed throughout the day and our team would love to You can contact us: hear from you • meet the manager - we have regular ‘meet the • through our website, www.northernrailway.co.uk manager’ events, where you can meet the local • for enquiries, by emailing, management team. We will advertise events [email protected] beforehand at stations and on our website • for complaints, by emailing, • join our volunteers who help us to improve our [email protected] services • by calling our customer experience centre on • our customer panel will be relaunched soon, 0800 200 6060 please check our website where we will let you • by calling our passenger assistance service on know how to get involved 0800 138 5560 • on Twitter and Facebook, @northernassist Our promise: personal • through a member of staff at our stations • on the train, or information • by writing to us at, Freepost, NORTHERN RAILWAY We apply appropriate administrative, technical We will always keep a record of your comments and and organisational security measures to protect suggestions. Each month we review them and report your personal data that is under our control from to our board on new trends and issues. We will unauthorised access, collection, use, disclosure, also use your comments, issues and suggestions to copying, modification or disposal. All information improve our service. you provide to us is stored on secure servers. If you ring our customer experience centre, we aim We are part of the Arriva plc Group, which trains its to answer all calls within 30 seconds but this can employees regarding our data privacy policies and vary during busy periods. Our customer experience procedures and permit authorised employees to centre is staffed 24 hours a day on days when trains access personal data on a need to know basis, as are running and the team can help with complaints, required for their role. We also take steps to ensure assistance bookings (if you need help during your that any service provider that we engage to process journey) and general enquiries. personal data on our behalf takes appropriate technical and organisational measures to safeguard Join in such personal data. This is your rail network - we want your ideas and for you to get involved with what we do. There are a 6 7 Our promise: buying Travelling without a valid ticket £ You must buy your ticket before you board the train, your ticket if there is a ticket office or a machine to do so. If there We will make it easier for you to buy the right ticket is no ticket office, or ticket machine at the station, you for your journey by: can buy your ticket on the train at no extra cost. If the ticket machine at the station is card only and you • managing stations with ticket offices wish to use cash, then you should obtain a promise • providing a website and app that are easy to use to pay ticket from the machine and pay at the first • installing ticket machines at nearly every station by available opportunity. April 2021 If you travel without a valid ticket, we operate a If you think you have got the wrong ticket, please penalty fares scheme and may charge you £20 or ask any of our staff, who will be happy to check your twice the single fare for the journey you are making. ticket, or ring our customer experience centre on If you often don’t pay your fare, or any penalty fare . 0800 200 6060 we may issue to you, watch out – we can prosecute you. Our full Revenue Protection Policy is available on Getting help our website at: www.northernrailway.co.uk/legal/ Staff will be available at many stations (particularly penalty-fares. busy ones). Where there are no staff there may be a help point, or you can call our customer experience Season Tickets centre. There are also staff on trains who are there to If you make the same journey regularly, a Season help you. Ticket could save you money. National Rail Conditions of Travel • annual Season Tickets give you 52 weeks’ travel for These conditions set out the legal agreement that the price of 40 weeks you enter into with us when you buy a rail ticket. • monthly Season Tickets are cheaper than four Where there are facilities available to buy a ticket you separate weekly Season Tickets and are valid for must have a ticket, or other authority to travel, which the full calendar month from the date of purchase is valid for the train (or trains) you use. • Weekly Season Tickets are valid for seven days • From March 2019 we also will be issuing Season If you would like to see the National Rail Conditions of Tickets at our ticket machines on stations Travel you can ask to see a copy at manned stations, or you can download the details from National Rail You can also buy Season Tickets for more than one Enquiries at www.nationalrail.co.uk. month and less than 52 weeks, and they can be purchased from ticket offices at stations or through our website. 8 9 You will need a photo-card to buy a Season Ticket.