Franchisees are contractually obliged under their Franchise Agreements to provide compensation to passengers in accordance with the National Rail Conditions of Carriage (NRCoC) and their Passenger’s Charter. All Franchise Agreements require Franchisees to pay the compensation for delays which passengers are entitled to. West Midlands Railway’s Passenger’s Charter commits them to offer a Delay Repay scheme. This entitles customers holding valid tickets to compensation for delays of 15 minutes or more, regardless of the cause. The Passenger’s Charter was approved by the Secretary of State, and any future revisions to it must also achieve my consent. The provisions within the Passenger’s Charter are enforced by the Office of Rail and Road (ORR) as part of the railway licencing arrangements.