Passenger's Charter

You can find details about our safety, performance and customer care standards in our Passenger's Charter. 

If you’d like to read it:

  • download our Passenger's Charter as a PDF
  • pick one up at your nearest station
  • call our Customer Services team on 03457 000 125 – open daily, 07:00 to 22:00
We work with Transport Focus and London TravelWatch to review the charter each year. If you’d like to help us improve it, speak to a member of our Customer Services team.  


In some circumstances, you may be able to get a refund on your ticket or season ticket.

Building a Greater West

Why we're spending £7.5 billion to build you a Great Western Railway.