Most people don't think twice about catching a train. They buy a ticket, walk through the barriers, check the departure board, and off they go. But for some people, travelling by train isn't that simple.
Whether it's a lack of confidence, additional needs, accessibility, or simply not knowing what to expect, the railway can sometimes feel overwhelming. That's why I have one very strong belief: everyone has a right to travel.
My journey to becoming a Thameslink station manager
My railway journey started as a Platform Assistant at Luton station. I loved the role and enjoyed being part of the station environment. I was always intrigued by the ticket office and what happened there, so when an opportunity came up after three years to move into the ticket office at Luton, I applied and was successful.
Not long afterwards, a Team Leader role became available. I applied for that too and was successful again. Then came another opportunity that would change the direction of my career.
My manager approached me and told me there was a Station Manager position available at Luton Airport Parkway. They encouraged me to go for it, so I applied and travelled to London for an interview. To be honest, I didn't think I was going to get the job.
The next day, the Customer Service Director at the time happened to be visiting the station where I was working. I'll never forget her telling me that I'd got the position.
Since then, I've managed all stations on Thameslink north, including Bedford, Luton and St Albans. Today, I oversee both Luton Airport Parkway and Harpenden.
What it’s like being a station manager for Thameslink
My job is about solving problems for passengers, keeping them happy, and helping them get where they need to go. It's also about creating a positive environment whenever passengers come into the station. That can be helping someone find the right train, supporting people during disruption, or even decorating the station at Christmas. Every part of the experience matters.
One of the things I enjoy most about the role is that no two days are the same. I spend a lot of time working with communities, meeting new people, and supporting passengers. It's an interesting role because every day brings something different, and having a great team around me makes a huge difference.
At both Luton Airport Parkway and Harpenden, teamwork is at the centre of everything we do. As a station manager, I believe it's important to know and support your team. I'm not someone who sits in an office all day. I spend time on the platforms, at the barriers, and alongside staff. The team supports one another as well; it's not unusual for the revenue team to help platform staff when needed, and vice versa. The key thing is communication between departments and making sure everyone works together.
Moments - and passengers - I’ll never forget
While there have been countless memorable moments over the years, one passenger stands out above all others. His name is Alfie Palmer.
Alfie, from Barton Hills in Luton, has spina bifida and uses a wheelchair. He first came to Thameslink's attention after appearing on Justin Dealey's weekend BBC Three Counties Radio show. During the programme, Alfie spoke about one of his biggest passions: trains. He shared that he wanted to become a train driver. Justin contacted Thameslink, and we arranged a visit for Alfie and his family.
I met Alfie, his dad Kevin, and his mum Lisa at Luton Airport Parkway station. We presented him with a high-visibility vest and a whistle before he joined station assistants on Platform 2. One of the highlights of the day was hearing Alfie make station announcements. He was fantastic.
Supporting passengers with Try A Train
Alfie and his parents regularly travel through our station on their way to Great Ormond Street Hospital. Whenever they come through, they stop to say hello. Over the years, we've got to know one another, and seeing them has become a regular part of station life.
Stories like Alfie's reinforce something I've believed for a long time: everybody should be able to travel with confidence. That's why I've spent more than a decade delivering the Try A Train programme.
Try A Train works with organisations such as Bedford College and Autism Bedfordshire to help people become more comfortable using the railway. The programme is designed for individuals who may face barriers to travelling independently and aims to make the railway more accessible, understandable, and welcoming.
How Try A Train helps passengers with additional needs
The process starts with a visit to the station. The passengers meet railway staff and learn about every stage of the journey. We show them how to buy tickets, how to use ticket barriers, how to read customer information screens, and who they can approach if they need help. We also cover important safety information and explain what support is available.
Once everyone feels comfortable, we travel together on the train. Sometimes we head to London St Pancras International because they would like to spend time around the King's Cross and St Pancras area. Other trips take us to London Blackfriars for a walk along the South Bank. We often include activities such as quizzes and question-and-answer sessions, and sometimes we stop for lunch as part of the day.
For some people, travelling through a station every day isn't something that is accessible to them. By helping passengers understand the railway and become familiar with the process, we can remove some of the barriers that may have prevented them from travelling.
The honour of a lifetime: Receiving a British Empire Medal
I've been involved with the Try A Train programme for more than ten years now, and over that time we've helped thousands of people. That's why a phone call towards the end of 2024 came as such a surprise.
It’s a day I’ll never forget. My phone rang from an unknown number, so I decided not to answer, but a voicemail was left asking me to call back regarding a British Empire Medal.
I was totally shocked. When I returned the call, I was told that I would be receiving a letter confirming the award in recognition of my work with Try A Train. I genuinely wasn't expecting it. For me, Try A Train has never been about recognition. It's something I enjoy doing because I can see the difference it makes to people. Receiving a British Empire Medal was an absolute shock, but after the surprise wore off, I felt incredibly privileged and proud.
Reflecting on my journey with Thameslink
More than anything, being recognised with a British Empire Medal made me reflect on the number of Try A Train events we've run, and the number of people we've helped over the years.
The award also led to an invitation to the Buckingham Palace Garden Party in 2025, which was a wonderful day. The King was there with Queen Camilla, along with other members of the Royal Family, and it was an experience I'll always remember. The gardens themselves are amazing.
Looking ahead to the future
I've seen a huge amount of change during my time in the rail industry. Technology has transformed many aspects of the railway, and there have been significant improvements in how we support passengers.
Looking ahead, I'm confident there will be even more improvements. Despite all the advances, everything comes back to the passenger experience. Whether that's helping someone catch a train, supporting a colleague on the platform, welcoming a young train enthusiast like Alfie, or giving someone the confidence to make their first independent rail journey through Try A Train, it's all part of the same goal.
My advice to anyone with additional needs or carers
For anyone who has additional needs, accessibility requirements, caring responsibilities or simply feels nervous about travelling by train, my advice is straightforward: just ask for help.
Speak to a member of staff and tell us what you need. We have a range of tools and support available, including the ability to communicate with stations ahead of your arrival. If necessary, we can accompany you to the platform and help throughout your journey.
You don't have to figure everything out on your own. At the end of the day, my belief stays the same: everyone has a right to travel.
Assisted Travel
Thameslink is committed to accessible travel for everyone. Our assisted travel scheme Passenger Assist helps passengers with disabilities and older people who need extra help using our services. You can find our Accessible Travel policy here.
Aira - the visual interpreting app
Using the free Aira app*, visually impaired people can be guided through Thameslink-managed stations, have signage read to them or gain help in finding members of station staff.
*The call to Aira is free, although you may still be charged for data if you don’t have a data plan in place.
Thameslink is proud to work with Convo, the British Sign Language Interpreting app, to remove barriers to communication for deaf people across our network.
