Passenger's Charter

Our charter tells you what you can expect from all of us at GWR, on our trains and at our stations. It sets out the minimum level of service we’re committed to.

If you’d like to read it:

• download our Passenger's Charter as a PDF
• pick one up at your nearest station
• get in touch with our Customer Support team to request a copy using our online form

We work with Transport Focus and London TravelWatch to review the charter each year. If you’d like to help us improve it, let us know here.

You may also be interested in….

• Complaint Handling Procedure – How to make a complaint
• Complaints Handling Procedure – How we deal with complaints
• Passenger Assist documents like our assisted travel policy and accessible rail leaflet