Passenger Charter

Our Passenger’s Charter is our commitment to you. It outlines how we provide the high levels of safety, performance and customer care you expect when you travel with First Great Western.

Read our Passenger's Charter booklet - October 2013 (PDF)

For printed copies of our Passenger’s Charter, please visit your nearest staffed station or call our Customer Services team on 03457 000 125 (open daily, 0700 to 2200).

Track our performance

We are committed to improving our service by listening to our customers and learning from experience. So we regularly monitor our progress by measuring performance and carrying out surveys to find out what you think.

We have some exciting plans for improving your journeys with First Great Western. But we never lose sight of our top priority - getting you to your destination safely and on time.

View our Passenger’s Charter performance results.

Help us improve our Passenger’s Charter

We have made every effort to make our Passenger's Charter as comprehensive as possible. Every year, we will review the charter, working with the Passenger Focus and London TravelWatch organisations.

If you have any comments to help us improve our Passenger’s Charter in future, please contact our Customer Services team on 03457 000 125 (open daily, 0700 to 2200).

Passenger information during disruption

Feedback from customers consistently tells us that the flow of information about train services that are experiencing disruption is a priority for them and is an area we need to focus on more strongly.

As a result, First Great Western have produced an Delivery Statement that sets out high-level commitment about the provision of information to customers during disruption. It outlines our commitment to delivery good quality information to customers

Click here to view the Approved Code of Practice

Click here to view our Passenger Disruption Response Plan