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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:


  • East Croydon station on Monday 3 June from 07:00 - 09:00
  • Three Bridges station on Tuesday 4 June from 07:00 - 09:00
  • Royston station on Thursday 6 June from 07:00 - 09:00
  • St Pancras station on Monday 10 June from 10:00 - 12:00
  • Sutton station on Tuesday 11 June from 17:00 - 19:00
  • Welwyn Garden City station on Wednesday 12 June from 07:00 - 09:00
  • Hitchin station on Thursday 13 June from 07:00 - 09:00
  • Bedford station on Tuesday 18 June from 07:00 - 09:00
  • 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 Blackfriars on 25 April 2019.

Senior managers from all areas of the business were in attendance to meet our customers and answer their questions.

Feedback themes from the latest session are detailed below.

Summer timetable

Many customers made enquiries about the changes they will see in the Summer timetable, launching 19 May. An additional 29 services (13 peak, 16 off peak) will be added to the weekday TL timetable including the second hourly Brighton to Cambridge service.

There will be a new hourly service between Cambridge and Brighton. In addition the service frequency will be doubled on the following routes with: two additional services operate per hour between Bedford and Gatwick Airport and one additional service per hour between Kentish Town and Rainham.

There will be a new hourly service between Cambridge and Gatwick Airport. An additional service will also operate each hour on the following routes: between Bedford and Gatwick Airport, Bedford and Three Bridges and between Kentish Town and Rainham. This doubles the frequency of trains between Bedford and Gatwick Airport and Kentish Town and Rainham. In the afternoon two services per hour will operate between Sutton and St Albans City.

Journey planners are up to date for customers to check these journeys from 19 May 2019. Paper timetables can now be found at most stations and PDF timetables are available on our timetables page.

Carnet tickets

Carnet tickets are only available north of the river for journeys in to London St Pancras, King's Cross and Moorgate stations and some customers spoke to us because their tickets no longer work at the ticket barriers.

Our Carnet tickets offer extremely good value to customers who make regular journeys but don’t travel frequently enough to benefit from a season ticket. Unfortunately these tickets have been subject to misuse, something which over time results in increased cost of travel for all. To better control the use of these tickets, our barriers are sometimes programmed not to accept Carnet tickets and customers will need to present their ticket to a member of staff at the gates. We regret any inconvenience this causes and our staff will continue to help you on your way as quickly as possible.

We were also asked whether there was an intention to extend carnet tickets beyond our London Terminals for customers looking to take advantage of a train going further into central London. The rail industry and the Department for Transport have a policy of reducing the number of ticket types where possible and customers may wish to buy a day return instead, which will be slightly cheaper than the carnet plus two pay-as-you-go Oyster or contactless singles that they may be paying now.

Key Smartcard

We received many enquiries about smart card availability and functionality from passengers across the network.

Information on this product is available the Key Smartcard pages, including details of the benefits and a comprehensive set of frequently asked questions.