Train Service Standards & Facilities Sample Clauses

Train Service Standards & Facilities. We will review the train service we offer regularly. The emphasis will be, improving the reliability and capacity of train services and reducing journey times wherever possible. Northern Rail plans services so that customers boarding trains should be able to obtain a seat in normal circumstances. Customers should not have to stand on our trains outside of peak times unless they choose to, and at peak times for no more than 20 minutes. Where customers do need to stand, the number doing so should not exceed 35% of the seating capacity. Where our projections of future demand suggest that these standards will not be met we will consult with the SRA and PTEs to discuss with them the most appropriate solutions. We will operate a reservation service allowing you to reserve a seat in advance on the Northern Rail services shown as available for reservation in the timetable. Where a reservation is not honoured, we will refund any seat reservation fee paid and, with vouchers, the cost of the journey if no alternative seat is available. We will maintain our trains in a good condition and to a high standard of cleanliness. Regular inspections will be carried out to ensure these standards are maintained. We report the results of our audits to the Strategic Rail Authority (SRA), PTEs and Rail Passengers Committees and will also make these results available at staffed stations on our website and through customer newsletters. All customer service staff on our trains will be easily identifiable and will present a good image, wearing full uniform including name badges. They will keep you informed during your journey and help with any problems, should they occur. We will continue to aim for improved standards of punctuality and reliability. We will publish our reliability and punctuality figures at all staffed stations every four weeks. These figures will be independently audited every year. We will operate at least 99% of services in the published timetable. Our punctuality standards for arrival at final destination are as follows:  Short-distance services (punctuality) – We aim that at least 91 out of every 100 trains (91%) will arrive within five minutes of the time shown in our timetables.  Long-distance services (punctuality) - We aim that at least 91 out of every 100 trains (91%) will arrive within 10 minutes of the time shown in our timetables. Sundays are not included for the purpose of calculating punctuality and reliability performance. Certain causes of delay are...
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