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Passenger Charter

We are dedicated to providing our passengers with a high-quality service you have the right to expect.

Our Passenger Charter outlines our commitments to ensure every journey is safe, reliable, and enjoyable. We want your journey to be the best experience it can be and to make Translink ‘your first choice for travel, today for tomorrow’.

Our Passenger Charter Commitments

1. Providing a Safe and Reliable Service

2. Keeping You Informed

3. Making Every Journey as Easy as Possible, for Everyone

4. Helping You, Particularly When We Don’t Get It Right

5. Listening, Taking Action, and Continually Improving Our Service

6. Aiming to be ‘Net Zero’ by 2040

Download the Translink Crystal Mark Passenger Charter – setting out our commitments to you. PDF (2mb) | Word (45kb)

Customer Satisfaction Monitoring

As part of our independent and continuous programme of monitoring customer satisfaction, we ask our customers how satisfied they are with our services. For more information and results follow the link below.

Customer Satisfaction results
Delay Repay

NI Railways offers a Delay-Repay scheme to fairly compensate passengers across the local network when disruptions occur. For more information on the scheme and most recent results follow this link.

Delay Repay Scheme