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Coronavirus information

This page contains the latest information on our services during the Coronavirus outbreak.

In line with government advice, you should only be travelling if you are a key worker or it is essential for you to do so. If you must travel always practice social distancing.

As the situation is changing regularly, we strongly advise that you always check before you travel. Information on rail services throughout the country is available on the National Rail website, and the latest advice on Coronavirus is available from the NHS website.

Important timetable information

The rail industry is working together to manage and protect services for key workers getting to and from their place of work. In order to achieve this, we have introduced a revised timetable across our network. Again, please travel only if your journey is essential.

Revised timetable information

Revised Timetable

With significant reductions to the number of people travelling, we have introduced a revised timetable which will operate until further notice. This is being done to ensure we are able run a service during the prolonged Coronavirus outbreak.

A reduced timetable will run every day across Southern, Thameslink and Great Northern. No Gatwick Express services will operate.

Timetables are now uploaded to journey planners up to Sunday 5 April. . Further alterations due to planned engineering work (affecting trains late in the evening and at weekends on some routes) will be updated in journey planners by 12:00 the day before operation. Please check the engineering work page for info on where and when work is taking place.

Please note:

  • No Gatwick Express trains will operate, please use Southern and Thameslink services between London and Gatwick Airport which operate up to eleven times per hour
  • Trains between East Grinstead and Lingfield have resumed
  • Southern services will not serve stations north of Watford Junction, please use London Northwestern Railway services
  • Southern services will not operate to/from Guildford, please use South Western Railway services
  • Some overnight Thameslink services will operate
  • Beckenham Junction and Birkbeck will not be served by Southern trains. Please use tramlink or Southeastern services
  • A change of train may be necessary on what are normally direct journeys on weekdays

Check the journey planner for your own specific journey. Timetables in PDF format are available in the links below. Please note that these are intended as a guide and to not reflect any short notice alterations. In particular, times of trains between 00:01 and 04:00 on Sunday morning may be subject to alteration.

Timetables

Great Northern and Thameslink (north of London)

Southern and Thameslink South London Metro

Southern Mainline and Thameslink (south of London)

Thameslink (Kent)

Short notice alterations

There may be short notice cancellations during this period so please check service updates online before leaving for the station. We will update our live departures and our service updates as soon as we can.

Ticket refunds and exchanges

As circumstances change rapidly, we want to make it as easy as possible for you to change or cancel your travel plans. Please be aware that due to the high volume of refund requests we are receiving, it may take longer than normal to process your refund.

If you bought your ticket from Gatwick Express, Great Northern, Southern or Thameslink and your ticket(s) are valid for travel on a date up to and including Thursday 30 April 2020, enhanced arrangements for refunds and exchange are detailed below.

If you bought your ticket from another train company or a booking agent, please contact them for information on their refund policy. We will continue to review the dates of travel that these arrangements apply to.

Our customer relations team are experiencing a very high number of requests at the moment, and there may be a significant delay to processing your request, please be reassured that you will receive the refund you are due. The information below provides details of alternative means of gaining a refund where these are available.

Summary of refund arrangements by ticket type

Ticket type Refund exchange policy
Anytime, Off-Peak, and Super Off-Peak tickets A full refund is available for unused tickets with no fees applied. You have up to 56 days from the date you intended to travel to apply for this refund.
Advance purchase tickets (tickets for a specific, timed service)

Tickets sold before 07:00 on 23 March 2020 for travel between 07:00 on 23 March 2020 and 23:59 on Thursday 30 April 2020

A full refund is available but must be applied for before the departure time of the first train you are booked on. Alternatively, you may exchange an advance purchase ticket to a different date without paying an exchange fee before the departure time of the first train you are booked on. Any difference in fare will be payable and no refund available if the new fare is less. The new ticket must be between the same two stations. If your plans change again, you can change the ticket to another future date. In addition, a full refund of your ticket.

Please note that any advance ticket is for a single journey, therefore a return journey comprises of two individual single tickets. On this basis, you are eligible for a refund or exchange of the “return” section even if you have already made the outward journey.

Tickets sold after 07:00 on 23 March 2020

These tickets are booked with knowledge that a revised timetable is in operation. We will therefore only be able to offer a refund or exchange if the service you have booked for is later disrupted or cancelled. Please only make bookings if you definitely intend to travel.

Season tickets

Season tickets offer a discount compared to daily tickets by including a period of “free” travel, which is added onto the end of its duration. Once this “free” period has been entered, the full value of the ticket will have been realised and no refund is due. Refunds are calculated as the difference between the cost of your season ticket and what it would have cost you to travel without the season ticket. Examples of this are:

  • Where two or less days validity remains before it expires in the case of a 7-Day Season Ticket
  • Where six or less days validity remains before it expires in the case of a monthly or Season Ticket
  • Where twelve or less weeks validity remains before it expires in the case of an annual Season Ticket

Taking the above into account, refunds for the other portion of the ticket are calculated based on the tickets’ duration and the travel time already passed. A £10 refund fee will also be payable.

We do not offer a “pause and restart” option for season tickets.

Rover tickets A full refund is available before the period of validity starts with no fees applied. Tickets cannot be refunded once the period of validity has started.
Daysave tickets These tickets are not refundable. Please only purchase them if you are certain you will travel.
Carnet tickets A full refund is available on all unused Carnet tickets, including those where a book has been partially used.
Oyster / Contactless Please contact Transport for London (tfl.gov.uk) for any refunds.

How do I refund / change my ticket?

We are experiencing a very high number of requests, and there may be a significant delay to processing your request.

If you purchased your ticket online, in most cases, the easiest way to manage your ticket is through your online account, click on your name and select ‘Manage my tickets/refunds’. If you purchased your ticket as a Guest, please refer to your booking confirmation email on how to ‘Link your order to an account’.

Login to your account at Gatwick Express, Great Northern, Southern or Thameslink.

Below is some further guidance on how to refund or change your ticket based upon the ticket form (paper, smart ticket, eticket) and where the ticket was purchased.

The quickest way to receive your refund are by logging into your online account.

Please note: we can only refund tickets sold by Great Northern, Thameslink, Gatwick Express and Southern. Contact your original retailer if different.

Refunds for paper tickets

If the ticket was purchased online and you have not collected them yet, log into your online account and go to ‘Manage my tickets / refund’ section.
Login to your account at Gatwick Express, Great Northern, Southern or Thameslink.

If you purchased your ticket as a Guest, please refer to your booking confirmation email on how to ‘Link your order to an account’.

If you are unable to get to the Ticket Office, please contact our customer relations team. Please note, this method will take considerably longer to process.
Contact customer relations at Gatwick Express, Great Northern, Southern or Thameslink.

If you purchased your paper season ticket at a Gatwick Express, Great Northern, Southern or Thameslink managed station it is not normally possible to request a refund online. We know that many passengers can’t currently go to a ticket office or post office, so we’re working on a new process that will allow you to request a refund by submitting a photo of your destroyed paper ticket.

As soon as this process is confirmed we will provide more information here. We thank you for your patience.

Smart tickets purchased on Key Smartcard (smart tickets)

Tickets purchased online can be refunded through your online account. Login to your account at Great Northern, Southern or Thameslink.

Other Smart tickets can be refunded using this refund form at Great Northern, Southern and Thameslink.

Etickets

Log into your online account and go to ‘Manage my tickets / refund’ section. Login to your account at Gatwick Express, Great Northern, Southern or Thameslink.

If you purchased your ticket as a Guest, please refer to your booking confirmation email on how to ‘Link your order to an account’.

If you are unable to log in to your online account, please contact our customer relations team. Please note, this method will take considerably longer to process.

Contact customer relations at Gatwick Express, Great Northern, Southern or Thameslink.

Refunds for Oyster and Contactless

Please contact Transport for London at tfl.gov.uk/help-and-contact for any refunds for tickets purchased on Oyster or Contactless.

Making new ticket purchases

The current advice is only to make essential journeys, however if you do need to do so, we strongly advise you to book your ticket online to allow you to make use of our money back guarantee on most ticket types and ensure that any changes or refunds you do need to make can be made on-line. Visit our money back guarantee pages on Gatwick Express, Great Northern, Southern or Thameslink.

Preventing the spread of the virus

What we are doing to prevent the spread of Coronavirus

We have employed additional staff to increase the amount of cleaning taking place overnight at all our depots.

We have stepped up cleaning regimes to ensure that all surfaces including handrails, ticket machine touch screens and door handles are kept clean at all stations, with particular focus on our busiest locations.

Trains are also being checked and cleaned more regularly throughout the day. Measures are being taken to ensure all trains have water, soap and paper available in toilets before they start every journey. We also have measures in place to deep clean specific locations should there be a confirmed case of the coronavirus

What you can do to help

Please help us by familiarising yourself with the advice provided by Public Health England. In line with government advice, you should only be travelling if you are a key worker or it is essential for you to do so. If you are feeling unwell, please remain at home. If you do need to travel, please practice social distancing and ensure you keep at least two metres from other people and catch all coughs or sneezes in a tissue.

We will continue to update this page as more information becomes available, so please do check here again before you travel.