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Meet the Manager

Questions, complaints or concerns about our services? Join us for our next Meet the Manager session for your chance to speak directly to the senior managers and directors in charge of the Thameslink network

Your chance to speak to our senior management team.

Our core Meet the Manager sessions take place at London stations during the morning peak from 07:30 to 09:30 unless stated otherwise. In response to customer requests, we have also added some evening peak sessions which will take place from 16:30 to 18:30.

In 2019 we will also host Meet the Manager sessions at some of our outer stations, giving you a chance to have your say about issues affecting your local area. Dates will be published here when confirmed.

Forthcoming Meet the Manager events

Our next Meet the Manager session will be:


  • London Bridge station on Thursday 28 March from 07:30 - 09:30
  • Blackfriars station on Thursday 25 April from 07:30 - 09:30
  • St Pancras station on Thursday 18 July from 07:30 - 09:30
  • London Bridge station on Wednesday 14 August from 16:30 - 18:30
  • Farringdon station on Thursday 12 September from 07:30 - 09:30
  • London Bridge station on Thursday 5 December from 07:30 - 09:30

Recent feedback

Thank you to all of our passengers who took the time to speak with members of our senior management team at St Pancras International Station on 28 February 2018.

Our new CEO and COO were present alongside directors and managers from all areas of the business to meet our customers and answer their questions.

Feedback themes from the latest session are detailed below.

Service performance

Many customers were kind enough to take the time to praise recent service performance on the Thameslink network. A brief summary of recent performance is below:

  • Thameslink’s average cancellations for this year have decreased for the last 7 periods in a row
  • Thameslink are currently at 86.7%, which is the highest PPM (Passenger Performance Measure) since the beginning of the year
  • The Thameslink PPM was 82.9% during the last period and we have maintained a consistent average of 83.3% since reparatory changes were made after the May timetable
  • Thameslink are now running approximately 6000 more trains per period and 10500 more compared to the same period last year. That’s an increase of 54%
  • Thameslink are now running approximately 1500 more PEAK trains per period compared to the same period last year. That’s an increase of 51%

Lift reliability

We are very aware how critical reliable lifts are at the stations we serve and have recently carried out reviews of our fault reporting processes to ensure we have the most up to date information on lift status and how we can communicate this effectively to customers. We have also developed systems to analyse data on reliability and work collaboratively with Network Rail to reduce the number of occasions lifts are out of service.

Services to and from Harpenden station

Several customers that travel in to London from Harpenden attended the event to discuss their service, specifically regarding fast services to or from London in the peak periods.

We are currently in consultation with local user groups, councils and MPs regarding the timetable at Harpenden and we will be issuing further details when the consultation process is complete.

A meeting recently took place between relevant stakeholders and GTR and everyone agreed in advance that no decision would be made unless there was unanimous agreement amongst all participants. However, we are still looking at all possible alternative solutions.