Integration FAQs

What can I expect when Gatwick Express and Southern join Great Northern and Thameslink on 26 July?

Do I need to do anything different once Southern and Gatwick Express join Great Northern and Thameslink?
The short answer is ‘No’. Please read on…

Will 'Thameslink Only’ or 'Gatwick Express Only' or 'Southern Only' tickets now be valid on all train services?
No, ticket restrictions stay the same.

Will Southern’s smart card ‘the key’ now be valid across Thameslink and Great Northern?
No, there is no change on 26 July when Southern and Gatwick Express join Thameslink and Great Northern. ‘the key’ will, however, be rolled out across Thameslink and Great Northern from the end of September 2015.

How do I contact customer relations with a query, complaint or compensation claim?
The contact details aren't changing yet. Please continue to get in touch with us in the same way as before:

How to contact Southern

How to contact Gatwick Express

How to contact Thameslink and Great Northern

How do I book assisted travel?
The contact details aren't changing, yet. Again, please continue to get in touch with us the same way as before:

How to contact the Southern Assisted Travel team

How to contact the Gatwick Express Assisted Travel team

How to contact the Thameslink and Great Northern Assisted Travel team

Are you changing your online booking system?
No. You can continue to log in to your online account in the same way. Watch this space for improvements later this year.

What about compensation for delays?
From 26 July, we will change the way we calculate Delay Repay compensation for Southern and Gatwick Express customers. This will now be the same as Thameslink and Great Northern, which is 5% more.

When will the new trains arrive?
Some already have: we have 29 new air-conditioned trains on the Thameslink route so that virtually every Bedford-Brighton service is now a modern Electrostar.

We’ll have new trains on Gatwick Express from early 2016 with great standards of comfort, including Wi-Fi and power supplies at every seat.

And from spring 2016 a whole new fleet of high capacity trains will steadily roll out on first Thameslink and then Great Northern. From 2018 these will run on a greatly expanded network.

Modern air-conditioned trains will also be introduced to Great Northern and there are new trains planned for Moorgate suburban services, in 2018.

What other plans are there?

 

See Govia Thameslink Railway’s plans

Will there be changes to the timetables?
No, all train times will stay the same until new timetables come into force on 13 December 2015. Public consultation on the changes proposed in these new timetables is still being assessed. They are summarised below:

Thameslink and Southern services, December 2015

The focus of the proposed new December timetable change to the off-peak Brighton Main Line service pattern is to benefit passengers south of London Victoria, London Bridge and London Blackfriars earlier than planned, providing:

  • significantly improving performance and delay recovery
  • services with more evenly spaced intervals
  • reduced journey times from London to Brighton, Lewes, Eastbourne, Portsmouth, Southampton, Worthing, Littlehampton, Bognor Regis and Hastings
  • extension of two Gatwick Express services to Brighton in each hour enabling new trains to be introduced
  • retention of four direct services per hour between Bedford and Gatwick Airport
  • new off-peak services from Redhill, Merstham, Coulsdon South and Purley to London Blackfriars, City Thameslink, Farringdon, St Pancras International, St Albans and Bedford

Great Northern inner services, December 2015

  • Letchworth Garden City, Stevenage, Hertford North to London
  • Welwyn Garden City to London

Mondays to Fridays, Saturdays and Sundays:

Currently services on this route before 0630, after 2200 Mondays to Fridays, all day Saturdays and Sundays operate to and from London Kings Cross. It is proposed that services between approximately 0600 and midnight will operate after Finsbury Park to Moorgate serving Drayton Park, Highbury & Islington, Essex Road and Old Street.

As previously consulted by the Department for Transport and subsequently specified as part of the franchise, it is the intention that the majority of these early morning, late evening and weekend train services will operate to and from Moorgate instead of using London King’s Cross as the terminus station.

This is in recognition of previous stakeholder requests following the increasing late night and weekend activity in the Old Street and Moorgate areas and also allowing much improved connectivity arising from key interchanges with the London Overground at Highbury & Islington and as well as continued London Underground connections at Highbury & Islington and Moorgate.