The Rail Passenger Rights and Obligations (PRO) Regulation is aimed at enhancing and strengthening the rights of rail passengers, particularly in the areas of information and ticketing provision, compensation and assistance, and provides rights for disabled persons and persons with reduced mobility.

As part of the PRO Regulation, train operators are required to publish an Annual Service Quality Report. Some of the information we have published here, can also be viewed within our Passenger’s Charter, Complaints Handling Procedure (PDF, 189 KB), and Accessible Travel Policy (PDF, 459 KB).

If you have any questions about the published information, please get in touch with our Customer Support team.

  • Information and tickets
  • Punctuality of services and general principles to cope with disruption to services
  • Cancellation of services
  • Cleanliness of rolling stock and station facilities
  • Customer satisfaction survey
  • Complaint handling refunds and compensation for non-compliance with service quality standards
  • Assistance provided to disabled persons and persons with reduced mobility

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