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Great Western Coffee Shop > All across the Great Western territory > Your rights and redress > The British Rail Passenger's Charter - 1991 [DotD 13.4.2020]
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Author Topic: The British Rail Passenger's Charter - 1991 [DotD 13.4.2020]  (Read 5117 times)
grahame
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« 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?







Most pages online ((here)) Section by section:

The Passenger's Charter
page 2
page 3

Our Performance Standards - Punctuality and Reliability
page 4
page 5 (Network South East)

Our Performance Standards - The Ticket office
page 6

Our Staff
page 6

Our commitment to Raising Standards
page 7

Keeping you informed
page 7

Helping you plan your journey
page 8
page 9 (catering and special needs))

Getting a Seat
page 10
page 11 (seat fee refunds)

When things go wrong
page 12
page 13

Vouchers and refunds
page 14
page 15

Discounts
page 16
page 17

Travelcards
page 18

Weekly Seasons
page 19
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« Reply #1 on: April 13, 2020, 16:57:02 »
You can see where Andrew Haines, Chief Executive of NR» (Network Rail - home page) 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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