Our promise to you
Our Passenger's Charter explains our commitment to you.
Our aim is to provide our passengers with:
- A safe, clean, reliable and punctual train service
- Clean and safe stations
- Reliable, timely and easy-to-use information
- Friendly, helpful and polite staff.
We are pleased to introduce our 'Promise' that shows in simple terms what you can expect from us.
We are also working to improve the integration of our services with other train companies and other transport providers, especially bus services.
This Passenger's Charter does not affect your legal rights, which are set out in the National Rail Conditions of Carriage. Copies of this Passenger's Charter and the National Rail Conditions are available free of charge from staffed stations and our Customer Service Centre, or can be viewed online. For the National Rail Conditions of Carriage visit the National Rail website.
Contents
- Our Promise
- Planning your journey
- If you need assistance
- Buying your ticket
- Your journey
- Compensation for delays or cancellations on Monthly or longer Season Tickets
- Compensation for delays and cancellations on other tickets and 7 Day Season Tickets
- Listening to your views
- Further information
1. Our Promise
We are pleased to introduce our Promise to you.
This includes the following six statements that show what you can expect from your experience with us:
- We strive to operate to our published timetable, with every train leaving and arriving on time
- We always sell you the most suitable ticket for your journey
- We have a guard on every train
- We clean the inside of each train at least every three hours
- We will be honest and straightforward in our communications with you
- In times of disruption, when we know what's happening, you'll know. If we don't know, we'll tell you that too.
We will make every effort to meet this Promise at all times. If you feel that we have failed to meet our Promise in any way, we would like to know. To do this, please contact our Customer Service Centre.
Back to top
2. Planning your journey
We provide all the information you need to plan your train journey, whether it is with South West Trains or elsewhere on the National Rail network.
You can find the information you need from the following sources:
National Rail Enquiries
08457 48 49 50
National Rail Enquiries is the information service which gives train times and advice on how to plan your journey throughout the UK. Using state-of-the-art monitoring equipment, National Rail Enquiries can tell you where trains are during their journey. Information is available by phone (lines open 24 hours) or from their website nationalrail.co.uk
Our website
southwesttrains.co.uk
Our website offers a range of timetable, journey planning and train running information. You can:
Timetables
You can get printed timetables from staffed stations, our Customer Service Centre or you can download them from our website. New timetables are available four weeks before their start date at stations, on our website and at the Customer Service Centre.
Ask any member of staff
We are always happy to make sure you have the best information for your journey, help you read timetables and advise on any service disruption. We have a guard on every train who will be happy to answer your questions. At our stations any member of staff will be able to help you or find someone that can.
Our Customer Service Centre
0845 6000 650
Our Customer Service Advisers are happy to help you with general enquiries about our train service, buying tickets, making arrangements if you need help when travelling and receiving any comments about our services. Lines are open from 6am to 10pm. For specific train time information, please contact National Rail Enquiries on 08457 48 49 50 or their website nationalrail.co.uk
Planned engineering work
Our network requires a regular programme of maintenance and improvement to the track and signalling. This may mean the rail lines need to be closed temporarily, causing changes to the normal timetable. Engineering work can often affect train services at weekends and public holidays, and sometimes train services in the early morning or late evening on weekdays. Our aim is to provide information on planned changes at least four weeks in advance on our website. We will include this information within our published timetables when we can. Planned engineering work is also displayed on our "Changes to train times" posters at every station nearer the time.
Short notice engineering work
Sometimes engineering work has to be carried out at very short notice. When this happens, we aim to provide you with the information you need to make your journey.
Information on all engineering work is available from National Rail Enquiries, our website and our Customer Service Centre. Contact details are on the back of this leaflet. Our staff at stations and on trains will also be able to help you.
Bus replacement services
When it is not possible to provide a train service due to closure of the track, we will provide a replacement bus service. We regret that you will not be able to take the following items on the replacement bus services:
- Large items of luggage
- Prams and pushchairs that do not fold
- Cycles
- Animals (with the exception of guide dogs).
Back to top
3. If you need assistance
We are committed to meeting the needs of all our passengers and we will help you if you need special assistance in planning and making your journey. We work to make sure that nothing we do makes a person's disability a barrier to using our services.
Passenger assistance
Our Customer Service Centre can advise passengers with disabilities about travelling with us. If you need assistance, please contact our freephone Assisted Travel service on 0800 528 2100 or use the online form on our website.
We prefer to have at least 24 hours notice if you need assistance. Not all stations are staffed throughout the day, and not all of our stations have a step-free route, so we may need to make further arrangements such as relocating staff or booking alternative transport. If you cannot give us 24 hours notice we will do all we can to provide help tailored to your needs, but we might not be able to manage this at every station.
Reduced price tickets
There are reduced fares for disabled passengers. Details of these fares and information on the Disabled Persons Railcard are given in the leaflet "Rail Travel Made Easy".
This leaflet is available at staffed stations or from our Customer Service Centre.
Car parking
At most stations we provide marked bays for blue badge holders. Where these are within the station's chargeable parking area, the normal daily car parking rate will apply.
Station access
Most of our stations were built in a time when the needs of disabled people were not considered. This means that there are some stations where it is not possible to get to the platform without using steps. If steps are a problem for you, we will arrange alternative transport (usually a taxi) at no extra cost. This transport will take you to and from the nearest accessible station from which you can continue your journey.
Some stations are unsuitable for disabled passengers because the station is not staffed for all or part of the day. If the station is accessible but unstaffed, our on-train staff are able to help you get on and off the train.
Ramps
We have ramps on most of our trains as well as at stations to help wheelchair users and other mobility-impaired passengers to get on and off our trains. We have a guard on every train to help with ramps.
Toilets
A number of our stations and trains have toilets which are accessible to wheelchair users.
Reserving a wheelchair space
There are wheelchair spaces and priority seating on both short and long distance services. These can be reserved on long distance services. Please contact our Assisted Travel team to make a free reservation.
Luggage
At some stations our staff will help you with your luggage if they are physically fit enough and their other duties do not stop them from being able to help. Space to carry luggage on our trains is limited so please give thought to its size and weight. At stations with long walking distances between platforms we provide luggage trolleys.
Information
At all stations and on trains (except those on the London Waterloo-Salisbury-Exeter line), we provide train service updates and emergency information by using information screens and making announcements. This is designed to help people with visual and hearing impairments. We know that good announcements are essential to visually impaired passengers, so our employees are trained to speak clearly.
There are induction loops at every station ticket office to assist hearing aid users. In the London area, all of our Help Points have induction loops and we are installing induction loops in the remaining Help Points as we renew facilities at our stations.
Printed information
If you need information in an alternative format such as braille, audio, large print or tactile please contact our Assisted Travel team who will be able to provide you with free copies of any of our printed passenger information.
Disability awareness training
All of our Customer Service staff receive disability awareness training when they join the company, and receive regular briefings on disability issues.
Expectant mothers
We offer expectant mothers, who are holders of a Monthly or longer Season Ticket, a complimentary upgrade to First Class travel when no Standard Class seat is available. Conditions apply, so please contact our Customer Service Centre or visit our website for more details.
If you are an expectant mother who is not a Season Ticket holder and there are no seats available for you in Standard Class, please contact a member of staff on the train who will try to assist you.
Travelling with young children
Many of our trains have been designed with areas of flexible space, making it easier to travel with pushchairs. All of our trains with toilets have at least one facility that offers a baby-change table and space for a pushchair.
If you need help lifting your pushchair onto the platform or onto a train, our staff will help you, providing that they are physically fit to be able to do so and that you remove your child from the pushchair. Our staff are trained to assist in line with the principle: "parents take the baby, we'll take the pram".
Other useful leaflets
These leaflets are available from our Customer Service Centre:
- Assisted Travel
- Rail Travel Made Easy
- Rail Map for People with Reduced Mobility.
Back to top
4 . Buying your ticket
We promise to sell you the most suitable ticket for your journey.
There are a number of ways to buy your train tickets:
At the station
- Our ticket office staff can sell you most ticket types and Railcards.
- Nearly all stations have self-service ticket machines for buying tickets for a wide choice of destinations and fares including 7 Day Season Tickets.
- You can pay by cash, personal cheque, rail travel vouchers, rail warrant or most major credit and debit cards. A list of accepted cards is clearly displayed. You can use an employer's cheque or Season Ticket rail warrant to pay for Season Tickets.
- Ticket office opening hours are displayed at every staffed station and are also available on our website or by contacting our Customer Service Centre.
- We will use reasonable endeavours to make sure that you should not need to queue at a point of sale (excluding the internet or telephone bookings) for more than five minutes during times of peak demand or for more than three minutes at any other time. We monitor queues so that we can take action to reduce them where possible. We will display the times of peak demand applicable to each point of sale at a location nearby that is accessible to the public at all times.
By telephone
You can buy most tickets and Railcards by telephoning our Customer Service Centre. We accept most major credit and debit cards. Tickets are sent by post, so please allow five working days for delivery.
Online
You can buy train tickets online using our website. Tickets are sent by post, so please allow five working days for delivery.
Rail appointed travel agents
You can also buy tickets from rail appointed travel agents.
Refunds if you decide not to travel
If you decide not to travel you can apply for a refund within 28 days of the expiry of your ticket. In most cases you will get a refund immediately, depending on the method of payment, value of refund and ticket type. A reasonable administration fee may be applied to your refund. If the train you intended to use is cancelled or delayed or your reservation has not been honoured and you decide not to travel, we will give you a full refund (without any administration fee), provided you return the unused ticket to any ticket office at the time. Some advance purchase tickets have separate refund arrangements. If you bought your ticket from a travel agent you should take the ticket back to them for a refund.
Buy a ticket before you board
You need to buy a valid ticket before you board one of our trains. We offer a range of ways to buy tickets before or on your day of travel. At a small number of stations we provide a Permit to Travel machine for use when there are no other ticket-buying facilities available. You should insert the maximum number of coins you have, up to the value of your ticket. You must exchange your Permit to Travel for a ticket at the earliest opportunity, and within two hours.
If the ticket office is closed, the self-service ticket machine is not working and there is no Permit to Travel machine, you should board the train and buy a ticket as soon as possible. This should be from the guard, at an interchange station (if you change trains) or at the destination station.
Penalty fares
We know that the vast majority of our passengers buy a valid ticket before travelling and we have a duty to these passengers to make sure no one travels without paying. For this reason, we run a penalty fares scheme across most of our network. (Chandler 's Ford and the stations west of Salisbury are currently excluded.)
If you travel to or from a station within the penalty fares area without a valid ticket, you may be liable for a penalty of £20 or twice the single fare to the next station at which your train stops (whichever is higher). You will then be required to buy a ticket for the remainder of your journey.
We have a policy to prosecute all deliberate fare evaders whenever possible.
Please see our penalty fares section for more details.
Back to top
5. Your journey
Help and advice during your journey
Our Promise is to have a guard on every train. All our staff on trains and at stations are available to help if you need advice.
There are also 24-hour Help Points at all of our stations (normally on the platform). Alternatively, you can call our Customer Service Centre.
Getting a seat
We operate a "walk on" service, which means that you can join any South West Trains service if you have a valid ticket. This is one of the many benefits of train travel and as a result we cannot guarantee you a seat, especially during peak periods or during disruption. However, we always aim to provide as many seats as we can to minimise the number of passengers who have to stand.
Seat reservations
If you hold a valid ticket, seat reservations are free and you can make them on many of our off-peak, longer distance services. You can reserve seats in First and Standard Class accommodation. You cannot reserve seats on peak-time commuter services.
If you already have a ticket, you can make a reservation at most staffed stations or rail-appointed travel agents. You can reserve a seat up to two months before you travel and as late as two hours before your train leaves its starting station. For early morning departures, reservations must be made before 4pm on the day before travel.
If you reserve a seat and the reservation is not honoured, our on-train staff will help you find another seat. If you reserve a seat and then have to stand for all or part of your journey, we will offer you National Rail vouchers which can be used in payment or part-payment for a future rail journey (subject to a maximum amount which is 25% of the cost of the journey). Please ask the guard to endorse your ticket and then send it, along with your seat reservation, to our Customer Service Centre.
Security
We work in partnership with the British Transport Police, Network Rail and local authorities to improve security at our stations, car parks and on trains.
To reduce the level of crime, trespass and vandalism, we are continuing to invest in security initiatives, such as:
- Help Points at all stations
- Installation of CCTV at stations, with a commitment to have CCTV at all stations
- Installation of CCTV on our new trains, with a commitment to have CCTV on all trains
- Teams of Travel Safe Officers, trained and co-ordinated by the British Transport Police
- Improved lighting at stations and in car parks
- Security guards at certain locations.
We will continue to work towards "Secure Station" accreditation for our stations. This is a government-led initiative that recognises stations that have met strict criteria for improving security.
Cycles
We welcome the integration of train and cycle travel. We are increasing the provision of cycle storage areas, often in partnership with local authorities, and provide cycle racks or storage at most of our stations. Where we have CCTV installed at stations we try to make sure the cycle racks or storage areas are included in the coverage. Many of our trains get very busy and there is not always room to carry cycles safely and comfortably. For this reason, space for cycles is limited and is not available on most peak-time commuter services.
On some services you need to reserve a space for your cycle. Cycle reservations are free and can be made at most staffed stations. We recommend you make your reservation at least 24 hours before you travel. On the rest of our services where cycles are allowed, you do not need to reserve a space. This is allocated on a first come, first served basis.
We will carry folding cycles on any train as long as they can be folded to a small enough size to be carried safely. Tandem cycles will not be carried on any of our services. Cycles are not allowed on Rail-Link buses or buses that replace trains during engineering work.
Our Cycle Policy is published in our timetable book and shows the services where cycles may not be carried. Information is also available from staffed stations, our Customer Service Centre and our website.
Catering on trains
Most longer distance services have an "at seat" catering trolley service or a counter service, and sometimes both. The type of service depends on the route and the time of day. Our timetable shows which trains offer a catering service. Please note that the catering service may not be available at weekends if the train service is changed because of engineering work, particularly on early morning or late evening services. If the advertised catering service is unavailable we will do our best to let you know before you join the train.
Smoking
For the comfort and safety of all our passengers, smoking is not allowed on any of our trains. Also, in line with all other UK train companies, we enforce a complete no smoking policy at all our stations. All areas of the station are smoke-free irrespective of whether they are enclosed or otherwise. Smoking is allowed in car parks and open forecourts.
Lost property
The South West Trains Lost Property office is at London Waterloo station and is open from 7.30am to 7pm, Monday to Friday. You can register your lost item on our website or by phoning the Lost Property office on 020 7401 7861. All lost property found on trains or at stations is sent to our Lost Property office. Please allow a minimum of 24 hours for the items to be received at this office.
Train service disruption
Sometimes things happen that cause disruption to our train service. When incidents happen, for safety reasons we may have to change our timetables without giving any warning. We always try our best to minimise disruption, to keep you informed and to recommend, or provide, other means of travel.
If disruption happens after you have started your journey we will do our best to get you to your destination station or provide other means of transport. If your journey is not possible we will do our best to get you back to an appropriate station. When there are serious delays, staff will give you access to a telephone and help contact those expecting you.
If you are delayed for over an hour while travelling with us, we will offer you a complimentary non-alcoholic drink where train catering facilities exist and where stocks are available.
All our trains have a public address system and our staff have a pager or telephone. We aim to let you know what is happening. Our Promise is: "when we know what's happening, you'll know. If we don't know, we'll tell you that too".
Punctuality and reliability of our trains
Our Promise is to strive to operate to our published timetable, with every train leaving and arriving on time. However, we do appreciate that there are occasions when you may be delayed on your journey. Under certain circumstances we will provide compensation - please read on for how and when you can claim.
Back to top
6. Compensation for delays or cancellations on Monthly or longer Season Tickets
Key: Definitions of words and terms in this section
Monthly or longer Season Tickets
There are two different types of compensation available for Monthly or longer Season Ticket holders. These are:
Passenger's Charter: applies if over a period of 12 months we have failed to meet our Passenger's Charter standard.
Void Period: applies to a specific Service Group if a peak period has been severely disrupted.
Passenger's Charter compensation
These are our Passenger's Charter standards for train service performance:
|
| Punctuality |
89% |
92% |
| Reliability |
99% |
99% |
We aim to greatly exceed these standards at all times but on some occasions, our train service may be disrupted and we may fail to meet these.
We will give you a 5% discount on the price of your Season Ticket if, on average, over the previous 12 months either:
- Punctuality has been more than 2.5% below the Passenger's Charter standard, or;
- Reliability has been more than 1% below the Passenger's Charter standard.
We will give you a 10% discount on the price of your Season Ticket if, on average, over the previous 12 months both punctuality and reliability fall below these Passenger's Charter standards.
If the monthly average performance figure falls below these Passenger's Charter standards, we will provide Passenger's Charter compensation, which will be given to you as a discount off the price of your renewed Season Ticket.
A record of our train service performance is given on Track Record posters and on our website. Delays and cancellations that are caused by incidents beyond the control of the rail industry are not included in our performance results.
This includes:
- Force majeure (for example a security alert)
- Extreme weather
- Fatality or suicide
- Gross vandalism
- Actions by third parties
- If we have published in advance an emergency timetable or alternative route.
If trains are cancelled or delayed because of these reasons, we will display the number of trains affected on Track Record posters.
To claim your Passenger's Charter compensation, you must renew your Season Ticket within four weeks of your previous ticket's expiry. Your new ticket must be for the same journey and for the same or a shorter period of time.
However, if you are changing your Season Ticket to cover an alternative route, a longer distance or longer period on a South West Trains journey, or upgrading your journey from Standard to First Class, the discount applied will relate to your previous ticket held.
Please contact our Customer Service Centre for further advice.
Please note that where your journey involves travelling on more than one train company, you will only be able to claim from one of those companies. Please ask at the ticket office or call our Customer Service Centre to find out which Passenger's Charter scheme is relevant to your journey.
Void Period compensation
If the performance of our train service falls below an acceptable level during a peak period, it will be declared 'Void' for the Service Groups that are affected. We will provide proportionate compensation for any Void Period.
When you renew or surrender your Season Ticket, our ticket office staff will apply any Void Period compensation to which you are entitled. You will be given a Void Period compensation application form, which you can complete and submit with your expired Season Ticket. The compensation will be given to you as a discount off the price of your renewed Season Ticket or as a cash payment if you prefer.
Travelcard Season Tickets
If you bought a Travelcard* valid for one month or longer from one of our ticket offices or our Customer Service Centre and you normally travel on South West Trains services, you will also be able to claim one of the discounts detailed in the Passenger's Charter compensation section above.
If you bought your Travelcard** from anywhere other than a South West Trains outlet, we will consider your claim if you have proof that you use South West Trains for all or part of your journey (for example, a home or work address close to a South West Trains station and details of the journey you make). Please write to our Customer Service Centre if making a claim, enclosing your old ticket together with a photocopy of your new ticket.
* This applies to either traditional paper tickets with a magnetic strip or Oyster cards where you are able to produce your Annual Season Ticket record card or your receipt for Monthly or longer Season Tickets.
** We cannot offer compensation for Travelcards issued on an Oyster card if it was not bought at a South West Trains outlet.
Definition of terms
- Service Groups: Each Monthly or longer Season Ticket falls into one of seven Service Groups, depending on your journey. These are as follows:
Mainline services
- Weymouth/Portsmouth via Eastleigh to London Waterloo
- Portsmouth Harbour via Havant to London Waterloo
- Exeter St. Davids/Yeovil Junction to London Waterloo
- Alton to London Waterloo.
Suburban services
- Windsor & Eton Riverside/Hounslow/Weybridge via Staines to London Waterloo
- Reading/Aldershot via Ascot to London Waterloo
- Main suburban routes to London Waterloo.
Where your journey can be made using trains from more than one Service Group, your Season Ticket will be allocated to the Service Group that has the highest frequency of trains stopping at your origin station during peak periods. Ticket office staff can tell you which Service Group your Season Ticket is in.
- Track Record posters display details of Void Periods and our monthly train performance record for punctuality and reliability. This information is displayed on our website and also on posters at the following major stations:
- Aldershot, Ascot, Basingstoke, Bournemouth, Bracknell, Clapham Junction, Guildford, Haslemere, Havant, London Waterloo, Portsmouth Harbour, Portsmouth & Southsea, Reading, Richmond, Ryde Esplanade, Ryde Pier Head, Salisbury, Shanklin, Southampton Airport (Parkway), Southampton Central, Surbiton, Weymouth, Wimbledon, Winchester, Woking and Yeovil Junction.
- Peak periods are the times of day when our trains tend
to be busiest. This applies to trains arriving at London Waterloo between 7am and 9.59am and leaving London Waterloo between 4pm and 6.59pm. Peak periods do not apply on weekends and public holidays.
- A Void Period is where there has been serious, extended disruption during a morning or evening peak period and when
no alternative (such as replacement bus service) has been provided.
Back to top
7. Compensation for delays and cancellations on other tickets and 7 Day Season Tickets
All other compensation claims will be considered on an individual basis. As a guide, please expect the following:
A delay to your journey
If you are delayed for one hour or more due to a failure of the rail industry (See the list of incidents beyond the control of the rail industry for exclusions), you will be given the full amount of the cost of that part of the journey.
We will compensate the full cost of a single ticket or half the cost of a return ticket. If you are a 7 Day Season Ticket holder, you will be given the proportionate cost of the price of the ticket.
We will not compensate tickets for journeys if we told you about the delay or cancellation before you bought your ticket and compensation applies to all journeys on South West Trains only. If we have had to introduce an emergency timetable, these compensation arrangements will be based upon the emergency timetable.
Compensation will be paid in the form of National Rail vouchers, which can be used in payment (or in part payment) for any National Rail ticket, including Season Tickets.
If you don't make a journey
See Refunds if you decide not to travel.
How to make a claim
Please complete a Comments Form (available at all ticket offices or from our Customer Service Centre) and send it to our Customer Service Centre. To help speed up your claim, please enclose your travel tickets.
Back to top
8. Listening to your views
We carry out research to see what you think about all aspects of our service.
"Meet the Manager" events are held, where you can speak directly to a manager and give your views. Details of dates and times for these events are available from our passenger magazine e-motion, our Customer Service Centre and on our website. We also display posters to advertise a "Meet the Manager" session at the station where the event is to be held. We also liaise with passenger representative bodies and passenger user groups to protect your interests. We listen to your views and will contact you by telephone, post or email, whichever method you prefer.
Making a comment or complaint
All comments, complaints, praise or suggestions about our services are welcome. We have a specialist Customer Service Centre team who are there to receive your comments or resolve your complaint.
Complaints are analysed by senior managers, who are responsible for delivering an ever-improving passenger experience and recommendations for change are often made as a result of your feedback. Your feedback can and does help us improve our service.
If your issue is with another train company we will forward the correspondence to the correct company or advise you of correct contact details. When we have passed your correspondence to another company we will tell you we have done so and will give you that company's contact details.
If you are contacting us about a problem on a journey, please include:
- Date and time of travel
- Start/destination stations
- Your tickets or photocopies if you are a Season Ticket holder
- Your address and/or phone number
- Your preferred times and method for us to contact you.
Back to top
9. Further information
We have a Customer Comments and Complaints Handling Procedure (CCCHP), a copy of which is available from our Customer Service Centre or can be viewed on our website.
Contacting our Customer Service Centre
There are a number of ways you can contact us. If you are writing to or emailing us, please also include a daytime contact telephone number as this can help us to reply to your correspondence more quickly or discuss points with you in greater detail.
Comments forms are also available at all staffed stations.
You can contact our Customer Service Centre in any of the following ways:
By telephone: 0845 6000 650 (open 06:00-22:00).
By post:
Customer Service Centre
South West Trains
Overline House
Southampton
SO15 1GW
By email: Using the online form on our website.
By fax: 023 8072 8187
Our response times
If you write to us by letter or email, you should hear from us within five working days of receipt.
It may take longer to provide a full reply and if this is required, we will send you an acknowledgement within five working days and a full reply within 20 working days.
If we cannot give you a full reply within 20 working days, we will contact you again to update you.
If you are unhappy with our reply
We will work hard to address your concerns to your satisfaction. If you are unhappy with our response, please let us know.
Alternatively, you can contact Passenger Focus or London TravelWatch (in the London area). These are independent bodies set up by the Government to protect rail users' interests.
Their contact details are:
Outside London
Passenger Focus
Freepost (RRRE-ETTC-LEET)
PO Box 4257
Manchester
M60 3AR
Tel: 0845 3022 022
Fax: 0845 8501 392
Textphone: 0845 850 1354 (For the hearing impaired)
Email: info@passengerfocus.org.uk
Website: passengerfocus.org.uk
London area
London TravelWatch
6 Middle Street
London
EC1A 7JA
Tel: 020 7505 9000 (Monday to Friday 9am-5pm)
Fax: 020 7505 9003
Email: enquiries@londontravelwatch.org.uk
Website: londontravelwatch.org.uk
Maps showing the Passenger Focus and London TravelWatch areas can be found on their websites.
