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Title: The British Rail Passenger's Charter - 1991 [DotD 13.4.2020] Post by: grahame on April 13, 2020, 11:40:04 From circa 1991 - "The Passenger's Charter is a statement of our commitment to provide a high quality service for our passengers" ... "The Charter is the beginning. We aim to improv standards over time, and to develop and improve services in a way that will clearly show our intent to care for our passengers". - Sir Bob Reid, Chairman, British Railways Board
It is really interesting to look back at this - a 24 page (including covers) document nearly 30 years later. How has it changed today? What have we gained and what has been lost? (http://www.wellho.net/pix/cchart1991_1.jpg) (http://www.wellho.net/pix/cchart1991_2.jpg) (http://www.wellho.net/pix/cchart1991_3.jpg) Most pages online ((here)) (http://www.wellho.net/oldpix/2020_04_13_08_28_20/) Section by section: The Passenger's Charter page 2 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00005.jpg) page 3 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00006.jpg) Our Performance Standards - Punctuality and Reliability page 4 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00007.jpg) page 5 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00008.jpg) (Network South East) Our Performance Standards - The Ticket office page 6 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00009.jpg) Our Staff page 6 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00009.jpg) Our commitment to Raising Standards page 7 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00010.jpg) Keeping you informed page 7 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00010.jpg) Helping you plan your journey page 8 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00011.jpg) page 9 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00012.jpg) (catering and special needs)) Getting a Seat page 10 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00013.jpg) page 11 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00014.jpg) (seat fee refunds) When things go wrong page 12 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00015.jpg) page 13 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00016.jpg) Vouchers and refunds page 14 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00019.jpg) page 15 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00020.jpg) Discounts page 16 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00021.jpg) page 17 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00022.jpg) Travelcards page 18 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00023.jpg) Weekly Seasons page 19 (http://www.wellho.net/oldpix/2020_04_13_08_28_20/image00024.jpg) Title: Re: The British Rail Passenger's Charter - 1991 [DotD 13.4.2020] Post by: Electric train on April 13, 2020, 16:57:02 You can see where Andrew Haines, Chief Executive of NR is coming from with the "Putting Passenger First" NR organisation change "to make sure we deliver the best possible service to our passengers and freight customers".
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