ANNEX IIIU.K.MINIMUM SERVICE QUALITY STANDARDS
Information and tickets
Punctuality of services, and general principles to cope with disruptions to services
Cancellations of services
Cleanliness of rolling stock and station facilities (air quality in carriages, hygiene of sanitary facilities, etc.)
Customer satisfaction survey
Complaint handling, refunds and compensation for non-compliance with service quality standards
Assistance provided to disabled persons and persons with reduced mobility.