Our commitments

Here are our customer commitments for the next 15 months, and some of the major commitments for the remainder of the franchise term.

We’ll report on our progress on this website and in Connections.

Deadline date Commitment Station
Sept 2014  Introduce a new customer app  All 
Nov 2014  Make information on the number of passenger on trains available on app and station posters All
From 30 Nov 2014  Hold Meet the Manager events every four weeks at London terminals and other stations.  All
21 Dec 2014  Successfully manage the integration of some Southeastern services and seven stations into the new franchise Thameslink (Kent route)
Dec 2014  Successfully manage the major timetable change caused by the partial closure of London Bridge station Thameslink
31 Mar 2015 Introduce Your Vote on this website All
26 July 2015  Successfully manage the integration of Southern and Gatwick Express services and stations into the franchise Southern & Gatwick Express
July 2015 Start Keep Trains Tidy marketing campaign All
July 2015  Start an online passenger panel of at least 1,000 passengers All
July 2015  Start Priority Seat awareness campaign All
By Sept 2015  Introduce all day staffing at 25 more stations: Alexandra Palace, City Thameslink, Cricklewood, Elephant & Castle, Elstree & Borehamwood, Enfield Chase, Flitwick, Gordon Hill, Harpenden, Harringay, Hatfield, Hitchin, Hornsey, Huntingdon, Leagrave, Letchworth Garden City, Loughborough Junc., Mill Hill Broadway, New Barnet, Palmers Green, Potters Bar, Radlett, Tooting, West Hampstead Thameslink and Winchmore Hill Thameslink and Great Northern
From Sept 2015  Hold an annual conference with local stakeholders All
 Sept 2015 Introduce a ticket sales function on the app All
30 Sept 2015  Establish two Customer Cabinets, meeting at least every two months All
30 Sept 2015  Introduce the facility to book taxis when booking tickets on the app All
Dec 2015 Open the Moorgate branch in the evenings and weekends Great Northern
Dec 2015  Increase the frequency of the overnight service from London to St Albans, Harpenden and Luton Airport to every half hour Thameslink
Dec 2015 Target date for 108 new carriages on the Gatwick Express Gatwick Express
Dec 2015 Introduce all day staffing at Denmark Hill and Nunhead Thameslink (Kent route)
Spring 2016 Start of programme of introducing new Class 700 trains on Thameslink Thameslink
By July 2016  Introduce all day staffing at 16 Southern stations Southern
May 2017  Kings Lynn service becomes half hourly Great Northern
January 2018 Manage the successful re-opening of London Bridge station Thameslink, Southern
June 2018 Completion of programme of introducing new Class 700 trains on Thameslink Thameslink
Dec 2018  Full Thameslink service through the core, with 24 trains per hour in each direction during the peak Thameslink
Dec 2018  Target date for introduction of 150 new carriages on the Moorgate route Great Northern