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Passenger's Charter

Our Passenger’s Charter is reviewed every year and agreed with the Department for Transport. It includes details of our commitments to you and the standards you can expect from us.

Download the Passenger’s Charter

The Passenger’s Charter is available for download as a PDF, and as a printed leaflet at our stations. 

The key areas it covers are:

  • Our commitments to you
  • Our performance targets and where to find information on our performance
  • How to plan your journey
  • The standards you can expect from us
  • How we will compensate you if things go wrong
  • How to contact us with your suggestions or concerns so we can improve our services

Introduction to the Passenger’s Charter

Dear Passenger,

Govia Thameslink Railway is the name of the company running your train services. There are four routes, which are: Gatwick Express, Great Northern, Southern and Thameslink.

You’re in experienced hands as our parent company Govia is already responsible for nearly 30% of all UK passenger rail journeys through our combined franchises. I know your main concern is not who we are, it is what your journeys are going to be like, whether we will listen to your concerns and opinions, and how we can drive continuous improvement.

From our customer research we know your main priorities are less crowded trains, reliability, value for money, frequency of trains, and cleaner trains and stations. Our priorities mirror yours and we are committed to improving these areas over the course of this franchise. To improve the journey experience we’ll be introducing three new train fleets on Thameslink, Great Northern and Gatwick Express.

We are committed to a programme of upgrading our stations and Wi-Fi will be introduced at 104 of them. At stations you will see improved shops and cafes, upgrades to passenger information systems and CCTV, new ticket machines and gatelines, improved accessibility and more stations staffed from first to last train. And the Thameslink Programme underway now will bring massive improvements to our cross-London services and journey opportunities.

This is the largest franchise in the UK, with 22% of the UK’s Passenger rail services. So we have structured our organisation to reflect the distinct routes of our network.

A Passenger Service Director manages each route and they will make sure services meet your local needs. There are a number of ways you can find information from us, give us your opinions, or become directly involved in how we operate. Visit our websites for more information.

I can’t guarantee that everything will always run smoothly, but the plans we have now will help deliver a better railway. This is a period of unprecedented change and investment on this part of the network and we look forward to delivering our promises now and in the future.

Charles Horton Chief Executive Officer