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London Overground
Customer
Charter
February 2009
MAYOR
Transport
OF LONDON
for London
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Our commitment
We aim to deliver the best possible service to
London Overground customers by providing a
safe, reliable, welcoming and value for money
service at all times.
Since we started in November 2007 we provided
staff at all our stations during operating hours
and accept Oyster pay as you go across the
London Overground network. All our stations
have had a deep clean and the safety and
security on the network has improved.
During 2009 and 2010 we will be replacing
our existing fleet. The new trains will have
increased capacity, air conditioning, on board
audio and visual announcements and provide
a much improved travelling environment. We
will also be completely refurbishing all of our
stations and making many track and signalling
improvements.
In 2010 we will be opening the newly extended
line which runs between Dalston Junction in the
north and New Cross, Crystal Palace and
West Croydon in the south. By 2011 this line
will be further extended from Dalston Junction
to Highbury & Islington.
In this Customer Charter, we set out to explain:
• the minimum standards we expect to achieve
• how we will compensate you if things go

  wrong
• how we will tell you about our performance
• how you can contact us with your
  suggestions and concerns
2

We will review this charter every two years
in consultation with London TravelWatch,
Transport for London and other relevant
bodies. Copies of the charter are available
from all stations served by our trains, from our
Customer Services Team or on our website
tfl.gov.uk/overground
Finding out about London
Overground train times, fares and
station facilities
Online
A wide range of information is available from
our website tfl.gov.uk/overground
You can easily investigate onward connections
and other travel options, including
London Buses, Tubes and DLR at
tfl.gov.uk/journeyplanner
The following websites also provide information
about public transport services across the
country:
• nationalrail.co.uk
• transportdirect.info
At your local station
Free copies of our timetable are available from
London Overground stations and interchange
stations with other National Rail operators
and the Underground. Timetable posters are
displayed at all London Overground stations
and the London Overground network is
included on the Tube Map, which is widely
available at all Transport for London (TfL)
stations.
3

Finding out about London
Overground train times, fares and
station facilities continued
We will inform you at least five days in advance
of any planned disruptions to the service
by displaying posters at a prominent site at
stations. Additional notice will be given for any
extended periods of disruption or timetable
changes.
When we introduce a new timetable, we will
make details of it available at our stations and
on the TfL website at least four weeks before
changes start.
Phone
There are two telephone enquiry services which
you can use to find out about our train times
and fares:
• London Travel Information
Telephone: 020 7222 1234
• National Rail Enquiries
Telephone: 08457 48 49 50
Your ticket
Making ticketing easier for you
We are working hard to make ticketing much
easier with a variety of options available to suit
you. Oyster pay as you go and valid Travelcards
can be used for all London Overground
journeys. Self- service ticket machines are
available at all London Overground stations
allowing you to top up your Oyster card or buy
a ticket to most National Rail and Tube stations.
Ticket offices are available at our busier
stations.
4

If you prefer to buy your ticket online, you can
purchase an Oyster card, top-up your pay as
you go credit or load a Travelcard at
tfl.gov.uk/oyster
For more information about using your ticket
or Oyster card on London Overground services
please refer to the London Overground ticketing
and travel guide available online at
tfl.gov.uk/fares
Penalty fares
When travelling on any London Overground
service you must carry a valid ticket (and a valid
photo card if necessary) for your entire journey.
Tickets cannot be purchased on any London
Overground train. If you are using Oyster pay
as you go you must touch in at the start of
your journey and touch out at the end of your
journey.
If you cannot produce, on request, a valid ticket
for your entire journey or, when using Oyster
to pay as you go, your Oyster card containing
a record of the start of a valid pay as you go
journey you will be liable to pay a Penalty
Fare or you may be prosecuted in accordance
with Section 245, Schedule 17, of the Greater
London Authority Act 1999. Penalty Fares
also apply on other National Rail and London
Underground services that call at our stations.
Ticket refunds
Refunds are generally available on tickets
purchased from a London Overground station
if you choose not to travel, provided the ticket
is handed in before or on the day of travel. An
administration fee will be deducted from the
refunded amount.
5

Your ticket continued
Ask at any London Overground station for a
Comments and refund application form and
hand it in with the ticket(s). This will be passed
to our Customer Services Team who will reply
to you within seven working days. Alternatively,
you can write directly to our Customer Services
Team at the address given at the end of this
booklet.
Refunds are also available for Travelcards and
season tickets. Although if the charge for the
period used (i.e. up until the date of the refund
application) plus the administration fee exceeds
the original price, a refund will not be given.
If you have a balance on your Oyster card
and you no longer need it, visit any London
Overground ticket office where the balance
will be cancelled and returned to you as a cash
refund up to a maximum of £5. Where the
balance is greater than £5, your application
will be forwarded to the Transport for London
Oyster Ticketing and Refunds Office where
arrangements will be made for the refund to be
sent to you.
Train service performance
We are committed to achieving year-on-year
improvements in train service punctuality and
reliability.
The Public Performance Measure (PPM)
shows the percentage of trains that arrive
at their destination within five minutes of
their scheduled arrival time. It includes every
London Overground train shown in the current
timetable with no exclusions.
6

From November 2007 until March 2009 our
performance is judged against a PPM target of
91 per cent. This means that we expect
91 per cent of our trains to arrive on time or
within five minutes. From March 2009 the target
is 91.7 per cent.
Keeping you updated on London
Overground’s performance
We will keep customers regularly updated on
the performance of London Overground. Every
four weeks we publish a performance report
showing our performance for the preceding
four week period and the average over the past
12 months. This will be displayed at all London
Overground stations.
In addition, each quarter we will publish
the latest results of our performance in the
following areas:
•  station staff availability
•  station cleanliness
•  availability of self service ticket machines
•  availability of train service information
  displays
•  availability of Help points
• customer satisfaction survey results
Performance information is available on
tfl.gov.uk/overground
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Watford Junction
Key to symbols
Watford High Street

Interchange stations

Step-free access from the London Overground platform to the street
Bushey

Connections with National Rail

Restricted service
Carpenders Park
South
Blackhorse Walthamstow
Tottenham
Road
Queen’s Road
Harringay
Hatch End
Green Lanes
Victoria
Headstone Lane
Crouch Hill
Leyton
Midland Road
Harrow &
Upper Holloway
Bakerloo
Wealdstone
Leytonstone
High Road
Kenton
Gospel
Oak
Hampstead
South Kenton
Heath
Wanstead Park
Finchley Road & Frognal
North Wembley
West Hampstead
Kentish Town West
Woodgrange Park
Jubilee
100m
Thameslink
100m
Brondesbury
Wembley Central
Caledonian Road
Highbury &
District
Barking
Brondesbury Park
& Barnsbury
Islington
Hammersmith & City
Stonebridge Park
Kensal Rise
Camden Road
Victoria
Canonbury
Harlesden
Willesden
Kensal
Queen’s
Kilburn
South
Junction
Green
Park
High Road Hampstead
Dalston Kingsland
Hackney Central
Bakerloo
Bakerloo
Acton Central
Euston
Northern
Victoria
Homerton
South Acton
Hackney Wick
Shepherd’s
Central
100m
Bush
Central
Gunnersbury
District
Jubilee
Stratford
DLR
Kensington
(Olympia)
Kew Gardens
West Brompton
District
Clapham
Richmond
Junction
Trains to
Gatwick

When things go wrong
If you experience a delay to your journey of
more than 30 minutes, for reasons within our
control, we will refund you with a voucher to
the value of the single delayed journey.
This applies regardless of whether you are
travelling on a single journey ticket, Oyster pay
as you go or a season ticket.
The easiest and quickest way to claim is to log
on to our website tfl.gov.uk/fares and follow
the on-screen prompts. Alternatively, you can
complete a Comments and refund application
form available from London Overground
stations. Ensure you complete the form and
include either your ticket(s) or Oyster card
number and send it to the prepaid address
within 14 days of your delayed journey.
Please note that refunds cannot be made if a
delay is beyond our control, such as security
alerts, third party action or adverse weather
conditions. This also applies to service changes
advertised in advance.
Refunds for industrial action are not payable
under this charter but are covered by special
rules which will be advertised at the London
Overground stations affected and on our
website.
If you have touched in with your Oyster card
or bought a ticket but find that you are unable
to commence your journey due to service
disruption, we will give you a full and immediate
refund where a ticket office is available at the
station.
10

Where there is no ticket office, apply online for
a refund or complete a refund application form
and send it to us at the address at the end of
this booklet within 14 days.
Journeys where there is more than one train
operator
Compensation arrangements vary between
companies. If you are delayed, the responsibility
for compensation rests with whichever train
company you were travelling with at the time.
If you are delayed by or have a complaint about
the service of another operator and you write
to us, we will ensure your letter gets to the
right people at the train company involved. We
will let you know who we have forwarded your
letter to.
11

Customers with special needs
We are committed to making travel on the
London Overground as easy as possible for
everyone. We recommend that customers
requiring assistance give at least 24 hours
notice by calling the helpline number given
below. If less notice is given or you arrive at the
station without making prior contact, we will
do our best to provide any special assistance
required but cannot guarantee that we will be
able to fully meet your needs.
To give us notice of your need for assistance
call us on 0845 601 4867. This helpline is
open between 09:00 and 17:00 on weekdays
(excluding Bank Holidays).
To assist people who have a hearing
impairment, a textphone helpline is available on
0845 712 5988.
Our Disabled Persons’ Protection Policy sets
out our approach to ensuring our services are
accessible to passengers with special needs.
Copies are available from London Overground
stations.
12

We welcome your comments
and enquiries
If you have any complaints or suggestions
about how we can improve our service you can
contact us in a number of ways:
•  via our website at
  tfl.gov.uk/contactoverground
• pick up a Comments and refund application
  form from any London Overground station
  and hand it to a member of staff
• email us at: [email address]
• call the Customer Services Team
  Telephone: 0845 601 4867
  Monday to Friday 09:00 to 17:00
  (excluding Bank Holidays)
• write to us at:
  London Overground
  Customer Services Team
  125 Finchley Road
  London NW3 6HY
  Fax: 0870 928 9805
We aim to acknowledge 95 per cent of
correspondence received, including emails
within one working day and to resolve any
issues raised within seven working days.
13

If you wish to make a complaint, please
include your telephone number in any
correspondence. We find that a telephone
conversation is often much more effective than
lengthy correspondence. If you are unhappy
with our response you can write to London
TravelWatch. This is an independent statutory
body, established to assist passengers with
unresolved complaints. Correspondence should
be addressed to:
  London TravelWatch
  6 Middle Street
  London
  EC1A 7JA
  Telephone: 020 7505 9000
  Email: [email address]
Conditions of Carriage
The National Rail Conditions of Carriage set
out the legal contract that you have with us
when you purchase a ticket and travel with
London Overground. A copy of the National
Rail Conditions of Carriage can be obtained free
of charge from any London Overground ticket
office, from our Customer Services Team or
online at nationalrail.co.uk
LOROL
London Overground is operated on behalf
of Transport for London by LOROL (London
Overground Rail Operations Limited)
14

Contact information
London Overground Customer Services Team
Phone:
0845 601 4867
(09:00 to 17:00 Monday to Friday)
Write to us:  London Overground
Customer Services Team
125 Finchley Road
London  NW3 6HY
Email:
[email address]
The information within this leaflet is also available
from tfl.gov.uk/overground
Information correct at time of
going to print December 2008.
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