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Performance and Passenger's Charter

Your questions about Thameslink's Performance and Passenger's Charter answered here…

What is your Passenger's Charter?

Our Passenger's Charter summarises our commitments to our passengers. It sets out :

  • The minimum standards we expect to achieve
  • How we'll compensate if things go wrong
  • How we'll tell you about our performance
  • How you can tell us about your suggestions or concerns

Read our Passenger's Charter

What are the National Rail Conditions of Travel?

The National Rail Conditions of Travel is the contract between yourself and the train operating company or companies for the journey you’re making with the ticket you have purchased.

Find out more about the National Rail Conditions of Travel

Do your staff receive regular customer service training?

All of our people receive regular customer service training.

We're committed to providing support for all our employees. And that's why we’re investing more money than ever before in training and development programmes - as we believe that only by giving our people the best possible service, can we expect them to do the same for our customers.

How can I discuss your services with senior managers?

You can make your views known to senior managers through our Passenger Panel. You can take part in polls and surveys which could cover anything from timetable changes to flexible working, on-board announcements and station facilities.

You can also choose to take part in online chat forums with our managers that happen from time to time. We'll let you know in advance when they’re happening.

How to join the Passenger Panel

You can also meet senior managers at our Meet the Manager sessions. Find out when the next sessions are planned.

Meet the manager

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