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Frequently asked questions

Any questions about Thameslink? Check here first for answers to everything from buying tickets to travelling on our trains.

Additional Industry Compensation Scheme: Please visit our dedicated frequently asked questions page for all the details.

Popular questions

Do I need a ticket to travel?

Yes, you’ll need a valid ticket (or permit to travel) to travel on our trains. If you travel on a train without a ticket, you’ll be asked to pay the full single or return fare or, may be given a penalty fare.

What are penalty fares?

What can I do if my season ticket is lost, stolen or damaged?

Lost or stolen tickets

Please report a lost or stolen season ticket to a Great Northern ticket office as soon as possible. You should also report any theft to the police.

If your ticket is valid for a month or more we'll issue a replacement the first time you lose it within a 12 month period.

We may also issue a second replacement if the first was stolen or destroyed in a fire, or there are other exceptional circumstances. In this case, you must apply in writing and supply police or fire service evidence.

We won't issue more than two duplicates in 12 months.

You'll have to pay an administration fee of £20 for a duplicate ticket.

We won't issue duplicates for weekly season tickets.

Damaged tickets

If your ticket is faded or damaged, or doesn't work in automatic ticket barriers, you can return it to any Gatwick Express, Great Northern, Southern or Thameslink ticket office where we'll happily replace it free of charge.

How do I claim compensation for a delay to my journey?

You can claim compensation using the online form. You can also complete a paper form by downloading the PDF from our website or you can collect a pre-printed form from any of our staffed stations.

Are your trains accessible for people with disabilities?

All of our trains can be used by people with disabilities. We offer an assisted travel service if you need help at our stations to get the train – for example a wheelchair ramp.

Please call us to check that the stations and services you’re using are obstruction free 24-hours before you travel or to organise assistance.

Find out more about assisted travel.

Get a copy of our Disabled Persons Protection Policy.

Do your stations have car parks?

Many of our stations have car parks managed by Indigo. You can get more information and buy weekly, monthly or annual season tickets online in our car parking section.

Contact Indigo

Call: 0330 1235 247


Write to:
Customer Support Centre
PO Box 2466
WD18 1XH

I need to take my cycle on the train, as I use it to continue my journey at the other end. Can you make an exception?

For the safety of all our passengers, we can’t make exceptions on peak hour restrictions. But we do want to support our passengers who commute by bicycle. You might consider:

  • Using a folding cycle
  • Travelling earlier or later to avoid peak times
  • Buying two cycles and keep one at each end of your journey
  • Making use of London’s self-service bike-sharing scheme, Santander Cycles

Why is my train overcrowded?

We run as many peak-time trains as we can on the railway infrastructure. We adjust our timetables and the number of carriages where we can to reduce overcrowding, and we’re continuing to develop and improve both our train fleet and our network to improve things further.

Trains can be busier than usual for a number of reasons. An earlier cancellation, for instance, will mean the next service will have more passengers than usual. Sometimes, trains have fewer coaches than usual because we’ve had to temporarily withdraw some carriages for emergency repairs.

See which peak-time trains are most likely to have seats available on our routes in our guide to finding a quieter train.

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