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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:

2019

  • St Pancras station on Thursday 28 February from 07:30 - 09:30
  • 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 8th November 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.

Industry compensation scheme

Our project management team were in attendance to answer passenger questions and give out handy pointer cards on the industry compensation scheme.

An overview of the scheme is available HERE

The scheme is being delivered in phases:

  • Phase 1: We have now completed contacting 63,000 eligible season ticket holders who we had identified from sales records. If you have received a letter or email from us but have not yet finalised your claim, please do so by 30 November 2018
  • Phase 2: Eligible season ticket holders who have not been contacted as part of phase 1 can make an online claim between 25 September and 30 November 2018
  • Phase 3 Eligible non-season ticket holders will be able to make an online claim from 26 November 2018 to 31 January 2019
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Full details are available on our FAQs: railcompensation.thameslinkrailway.com

Operational performance

Many customers were kind enough to acknowledge the improved performance on our services.

  • Thameslink are now running approximately 4000 trains more per period than ever before
  • Thameslink PPM was 85.7% during the last period – the highest total since April and the 4th consecutive increase
  • Cancellations are also at the lowest levels seen since April (4th consecutive decrease), with 98% of trains running as planned last period

St Pancras station update

Escalators

The escalators at St Pancras are being refurbished over a period of seven weeks to allow all the escalators to reverse. One escalator will be taken out of service per week to complete the works, which should be completed by 21st December 2018. This will cause some inconvenience to customers in the short term though the long term benefit will be that passenger flows can be better managed.

Signage

The directional signage on both platforms has been changed with clearer signs and zones created to show customers where our trains stop.

Gateline extension

There is a plan to have extend the existing gatelines to 18 gates in the early part of the New Year. Each additional gate will be able to pass 15 customers per minute. This will reduce the congestion on the escalators and mezzanine level to the main concourse.

Winter timetable

With the winter timetable coming in to effect from December 9th, our team were on hand to advise customers of the improvements being made to their service.

An additional 200 services will be added to the Monday to Friday timetable on Thameslink and Great Northern routes. 30 additional services will operate during the morning and evening peak and 170 services off-peak.

Further information, including downloadable PDFs of the new timetables, can be found on our timetables page.