CrossCountry Passenger’s Charter
How we deal with delays
We appreciate that a delay to your train is always frustrating, whether you are waiting at a station or already on board. Our staff are trained to identify and sort out any problems you experience as a result of a delay to your train. We will always do our best to let you know about any delays as they arise before you board the train.
Even when delayed, the train will usually be the quickest way to get you to your destination. If, however, your train is cancelled and the next train doesn’t leave for more than two hours, we will provide other transport. Normally this transport will take you to the nearest available station where you can continue your journey. Either we or the station operator may choose to provide other transport to your destination. A number of our trains travel long distances and if it is not possible to get you to a destination which you have bought a ticket for by train (or by other transport), we will offer overnight accommodation.
If you have a flight to catch from an airport near to a station served by CrossCountry trains, we will normally only consider providing alternative transport if you planned your rail journey to arrive at the airport station at least two hours before your latest flight check in time.
http://www.crosscountrytrains.co.uk/SiteImages/Assets/3/Passenger Charter Oct 2010.pdf
NXEA Passenger’s Charter
How we take care of you when things go wrong
If the delay occurs after your train has started its journey, we will do our best to get you to your destination station by train, or to arrange alternative transport. If this is not possible, we will get you back to an appropriate station or may, depending on the circumstances, provide you with a hotel room and allow you to travel the next day at no extra charge. If the train you planned to catch is delayed or is cancelled, and as a result you decide not to travel, a full refund will be issued.
If you miss a connection because our train is running late or is cancelled, we will help you re-plan your journey to keep the inconvenience to a minimum. If you miss a connection because of problems with our train, we will arrange alternative transport to get you to your final destination if:
- the next connecting train is more than 60 minutes later than the one you should have caught, and
- it will get you there quicker than waiting for the next train.
http://www.nationalexpresseastangli...405512/NXEA Passengers Charter, July 2011.pdf