SPT Subway
Passenger Charter
Introduction
Strathclyde Partnership for Transport (SPT) is committed to operating a safe, efficient and reliable Subway service which meets the needs of our passengers. This charter explains the standards of service which you can expect from us and how we monitor our performance against these standards. It also explains how you can contribute to enhancing our service by letting us know your views.
Thank you for choosing the SPT Subway.
Click here to download a copy of the Subway Passenger Charter. (Opens a new window).
SPT Vision and Values
Vision
A world-class sustainable transport system that acts as a catalyst for an improved quality of life for all.
Values
Customer Focus
- Delivering consistently what the customer wants.
Integrity
- Doing the right thing, and treating others how we would expect to be treated.
Inspiring
- Improving what we do by nurturing and using our full potential to use creativity to be the best.
Professionalism
- Setting standards for everything we do and striving to achieve them at all times.
Working with others
- Actively seeking out opportunities to work with others to deliver a shared goal.
Operational hours and service frequency
We aim to provide safe and convenient transport between stations on the system. On weekdays and Saturdays, we are open from 0630 until 2330, and on Sundays from 1000 until 1800. The service frequency varies to meet passenger demand and is broadly as follows:
| Time of day | Service frequency |
|---|---|
| Mondays to Saturdays peak periods | every 4 minutes |
| Mondays to Saturdays until 1850 (approx) | every 6 minutes |
| Mondays to Saturdays after 1850 (approx) | every 8 minutes |
| Sundays | every 8 minutes |
Performance targets
| Indicator | Target |
|---|---|
| Subway Service Reliability (% of services operating to timetable? | 98% |
| Subway Service Availability (% within 5 minutes of scheduled timetable) | 98.5% |
| Subway Escalator Availability | 92% |
| Subway Booth Ticket Machine Availability | 90% |
| Subway Passenger Operated Ticket Machines Availability | 78% |
| Overall Customer Satisfaction | 90% |
SPT will continue to monitor progress towards the above performance indicators on a regular basis and will publish results at relevant intervals in all stations.
Safety and Security
Your safety and security is our top priority.
- Passengers should take great care when using stairs and escalators.
- Passengers should also be careful on the platform when getting on and off trains. It is very important that you don't attempt to get on or off a train while the doors are closing.
- You should be careful when moving about inside a train while it is moving. You are recommended to remain seated at all times while the train is moving. If you are standing, you should hold on to one of the handrails.
Closed circuit television (CCTV) is used extensively in Subway stations to monitor your safety and security. The Subway is policed by British Transport Police who exercise their duty to help prevent crime and maintain public order on the railway. Please visit the Subway User's Guide for further information.
Service suspensions
The SPT Subway is maintained to ensure safety and reliability, but the system is complex. Safety-critical equipment like the signalling system is designed to be fail safe. This may prevent train operation and disrupt your journey.
Suspension of service can be caused by equipment failure or factors outwith our control such as external power supply failure.
If a service suspension is unavoidable, public address announcements will be made to advise and direct you. Station staff will be on hand to assist and notices will be posted at station entrances to advise intending passengers.
If train operation in one of the two circular directions has been suspended, customers will be offered the opportunity to use the other direction of travel to reach their destination Subway station. This normally adds no more than 15 minutes to the journey.
If one circular route has been suspended and it does not suit you to travel in the opposite direction, you may have your ticket refunded at the station ticket office. Those with season and multi-journey tickets will be offered a refund of a single journey.
If train operation in both circular directions has been suspended simultaneously, you will be refunded your ticket fare if you have not reached your destination. Those with season and multi-journey tickets will be offered a refund of a single journey.
As an alternative to a refund, 'emergency' bus tickets will be issued to customers affected by such suspensions, to enable them to use an available bus service provided by any bus operator with whom we have a reciprocal arrangement.
Alternative rail travel may be offered to customers at Partick station wishing to travel to the city centre.
Getting things right
We believe in giving credit where credit is due. Although it is generally more common to complain than to give praise, we believe that positive customer feedback can motivate our staff to provide even higher levels of customer care.
If you have received or heard about exceptional customer care from one or more members of staff, please let us know by completing the compliments form available at all SPT outlets or by emailing compliments@spt.co.uk.
Suggestions for improvement
We also welcome your suggestions and comments as they give us the opportunity to improve the services we offer to you. If you would like to pass on your suggestions or comments, please complete the suggestions form available at all SPT outlets or by emailing suggestions@spt.co.uk.
Enquiries
If you have an enquiry relating to any of our services please send it to enquiry@spt.co.uk or to the address given below.
Getting things wrong
If you are not satisfied with our services or any matter related to our service provision, please contact us and we will try to put things right quickly and take action to prevent it from happening again.
Making a Complaint
We take complaints about our services seriously and deal with them in confidence. You can complain:
- In person at any of our outlets;
- By phoning any of our outlets;
- By emailing complaint@spt.co.uk or
- In writing.
Stage One
Most problems can be resolved informally by speaking directly to a member of staff. They will either resolve your complaint immediately or pass it to their Line Manager, who will acknowledge in writing your complaint within 3 working days. In most circumstances, a full response will be provided within a further 5 working days (8 in total). Where we cannot provide you with a full response within the agreed time, we will advise you of the reason why we cannot meet the deadline and provide you with a timescale on which you can expect a full response.
Stage Two
If you feel you still have a complaint, the Director of the service will then look into the matter and contact you with a reply within 10 working days.
Stage Three
If you remain unhappy with the response you receive, you can ask to have your complaint looked into by the Chief Executive (the letter you will receive from the Director of the service will tell you how to do this). You will normally receive a reply from the Chief Executive within 10 working days.
Scottish Public Services Ombudsman
The Scottish Public Services Ombudsman considers complaints about public bodies. The Ombudsman investigates complaints about an organisation that has: provided a poor service; delivered a service badly and failed to provide a service. The Ombudsman will only consider complaints if the issues concerned have exhausted the three stages of SPT’s own complaints procedure. The Ombudsman can be contacted by:
- Tel: 0800 377 7330
- Fax: 0800 377 7331
- Text: 0790 049 4372
- Email: ask@spso.org.uk
- Write: The Scottish Public Services Ombudsman, Freepost EH641, Edinburgh EH3 0BR
- Website: http://www.spso.org.uk
Further information
Download a copy of SPT’s Service Standards in pdf format (1.6Mb, opens a new window).
While any inconvenience to passengers is of course regretted, SPT cannot accept responsibility for missed appointments or connections resulting from any delay in, or cessation of service.
This passenger charter does not create any new legal relationship with you, nor does it affect your legal rights.
Calls and e-mails may be recorded and/or monitored to ensure quality and for staff training purposes.
Contacting us
Customer Services Manager
SPT Subway
Broomloan Depot
Robert
Street
Glasgow, G51 2BY
or
Tel: 0141 333 3159
Fax: 0141 425 1023
Email: compliments@spt.co.uk, suggestions@spt.co.uk, enquiry@spt.co.uk, complaint@spt.co.uk