Passenger's Charter. 13.1.1 The Operator shall provide and keep updated the Passengers’ Charter, outlining its commitments to passengers using the Network, on each anniversary of the Commencement Date, provided always that the Authority has given its prior consent to any such changes (such approval not to be unreasonably withheld or delayed).
13.1.2 The Operator shall ensure that copies of the Passengers’ Charter are displayed in Irish and English on the Website, at Dublin Bus Head Office and at Stops or on board Network Buses if requested by the Authority. The Operator shall also make paper copies of the Passenger’ Charter, including copies in accessible formats, available to passengers upon request.
Passenger's Charter. Content
5.1. The Franchisee shall:
(a) Publish its Passenger’s Charter and in accordance with the Franchisee’s obligations under the Code of Practice;
(b) including a “delay = repay” compensation scheme based on delays to journeys. The value of compensation shall be at least:
(i) An entitlement to claim compensation of 50% of the Fare for the affected journey for passengers delayed by between 30 and 59 minutes;
(ii) 100% of the fare for the affected journey for delays of 60 to 119 minutes;
(iii) 100% of the return fare for delays of 120 minutes or more; and
(iv) for Season Tickets the compensation will be calculated on the proportionate daily cost of the ticket. The delay repay compensation scheme shall apply to all ticket types irrespective of what caused the delay. Compensation shall be provided in National Rail Travel Vouchers with cash offered instead if vouchers are not acceptable to the passenger. Claims forms should be easily available and should be “postage-paid”. The compensation scheme shall be straightforward and simple for affected passengers to understand and to navigate;
(c) as a minimum including: -
(i) Information about planning a rail journey – where to find information about train services and what other information is available at stations (including where to obtain information about onward travel and integration with other modes);
(ii) Information about stations including staffing, facilities, interchanges, smoking and alcohol, ticket buying facilities, reservations, booking assistance and the carrying of wheelchairs / pushchairs etc;
(iii) Contact details of relevant organisations and partners e.g. National Rail Enquiries, British Transport Police, Passenger’s Council, Traveline Scotland;
(iv) Performance and quality standards (stations and trains); and
(v) Passenger rights – including the Franchisee’s commitment to passengers when things go wrong, compensation details and method of refund.
(d) in accordance with the requirements specified in paragraph 5.3;
(e) review the need for changes to the Passenger’s Charter at least every 3 years, in consultation with the Passengers’ Council, and shall submit a draft of any revisions to the Passenger’s Charter that it wishes to propose, together with proof of such consultation, to the Authority; and
(f) state the date of publication clearly on the front cover of the Passenger's Charter.
5.2. The Franchisee may not change the Passenger's Charter without the prior written consent of the Authority...
Passenger's Charter. (a) Any person requesting a copy of the Passenger's Charter at any staffed Station or at the Operator's Head Office in Liverpool shall be provided by the Operator with a copy of the Passenger's Charter, at no charge and the Operator shall maintain sufficient copies of the Passenger's Charter at each staffed Station and its head office as may reasonably be required to enable it to observe and perform this obligation.
(b) The Operator shall publish the Passenger’s Charter from the commencement of the Contract Term and subsequently publish updates or replacements to the Passenger’s Charter to the extent necessary to reflect any changes to the Passenger’s Charter which come into effect after such commencement, such publication to be no later than the date on which the changes come into effect. The date of publication of the Passenger’s Charter and of subsequent updates or replacements shall be clearly marked on the front cover.
Passenger's Charter. 4.1 Content
(a) publish its Passenger's Charter:
(i) in substantially the same form as the document in agreed terms marked PC; and
(ii) in accordance with the requirements specified in paragraph 4.3;
(b) state the date of publication clearly on the front cover of the Passenger's Charter;
(c) ensure that its Passenger's Charter provides for Enhanced Compensation for holders of Season Ticket Fares as a result of a Period of Sustained Poor Performance; and
(d) review the need for changes to the Passenger's Charter at least every three years, in consultation with the Passengers' Council, and shall submit a draft of any revisions to the Passenger's Charter that it wishes to propose together with proof of such consultation to the Secretary of State;
Passenger's Charter. 4.1 Content The Franchisee shall:
(a) publish its Passenger's Charter:
(i) in substantially the same form as the document in agreed terms marked PC; and
(ii) in accordance with the requirements specified in paragraph 4.3;
(b) review the need for changes to the Passenger's Charter at least every three years, in consultation with the Rail Passengers' Council, and shall submit a draft of any revisions to the Passenger's Charter that it wishes to propose, together with proof of such consultation, to the Secretary of State; and
(c) state the date of publication clearly on the front cover of the Passenger's Charter.
4.2 The Franchisee may not change the Passenger's Charter without the Secretary of State's prior written consent (which is not to be unreasonably withheld).
4.3 Publishing the Passenger's Charter The Franchisee shall publicise its Passenger's Charter by:
(a) providing copies to the Secretary of State and the Rail Passengers' Council at least seven days before it comes into effect;
(b) providing copies to passengers, free of charge, at each staffed Station and in the case of any revision thereto, providing such copies at least seven days before such revision comes into effect;
(c) sending a copy, free of charge, to any person who requests it; and
(d) displaying it on its website at all times and, in the case of any revision thereto, at least seven days before such revision comes into effect, save in respect of the Passenger's Charter which is effective on the Start Date, in which case the Franchisee shall publicise such Passenger's Charter in the manner contemplated by this paragraph 4.3 on and from the Start Date.
4.4 The Franchisee shall also provide at each staffed Station the then current passenger's charter of any other Train Operator whose trains call there, subject to the provision of such passenger's charter to the Franchisee by such other Train Operator.
4.5 The Franchisee shall provide copies of its Passenger's Charter to the operators of Franchisee Access Stations to enable such operators to publish it.
Passenger's Charter. The Franchisee shall use all reasonable endeavours to introduce a new Passenger’s Charter from the Start Date that offers 100% refund on the value of the journey for all journeys over 1 hour late which are the reasonable responsibility of the rail industry (excluding force majeure, suicide, gross vandalism and extreme weather).
Passenger's Charter. 4.1 Content
(a) publish its Passenger's Charter:
(i) in substantially the same form as the document in agreed terms marked PC; and
(ii) in accordance with the requirements specified in paragraph 4.3;
(b) review the need for changes to the Passenger's Charter at least every three years, in consultation with the Rail Passengers' Council, and shall submit a draft of any revisions to the Passenger's Charter that it wishes to propose, together with proof of such consultation, to the Secretary of State; and
(c) state the date of publication clearly on the front cover of the Passenger's Charter.
4.2 The Franchisee may not change the Passenger's Charter without the Secretary of State's prior written consent (which is not to be unreasonably withheld).
Passenger's Charter. 4.1 Content
(a) publish its Passenger's Charter:
(i) in substantially the same form as the document in agreed terms marked PC; and
(ii) in accordance with the requirements specified in paragraph 4.3, provided that the Passenger's Charter which is effective on the Start Date shall be subject to the Secretary of State's prior written consent (which is not to be unreasonably withheld);
(b) review the need for changes to the Passenger's Charter at least every three years, in consultation with the Passengers' Council, and shall submit a draft of any revisions to the Passenger's Charter that it wishes to propose, together with proof of such consultation, to the Secretary of State;
(c) state the date of publication clearly on the front cover of the Passenger's Charter; and
(d) ensure that its Passenger’s Charter provides for Enhanced Compensation for holders of Season Ticket Fares as a result of a Period of Sustained Poor Performance.
4.2 The Franchisee may not change the Passenger's Charter without the Secretary of State's prior written consent (which is not to be unreasonably withheld).
Passenger's Charter. Without prejudice to the Franchisee’s obligations under paragraph 4 of Schedule 1.4 (Passenger Facing Obligations) and subject to the Franchisee obtaining the Secretary of State’s approval in accordance with the provisions of paragraph 4.2 of Schedule 1.4 (Passenger Facing Obligations), on or before the Start Date and on an annual basis thereafter, the Franchisee shall publish a new comprehensive Passenger's Charter to reflect the Franchisee's up to date commitments to customers.
Passenger's Charter
