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Coronavirus information

Updated 11.30am, 5 April 2020: Important changes to ticket office opening

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.

If you have special travel needs and require assistance for an essential journey, we strongly advise you to book in advance as we cannot guarantee the normal level of staffing.

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.

  • While we have seen fewer people travelling overall, we are absolutely focused on ensuring our services can continue to run for those key workers who are doing such a vital job for our country at present
  • The timetable has been created from a base timetable we already use and adjusted using feedback from such stakeholders as hospital trusts and rail user groups
  • We will do our absolute best to avoid late changes, but these are unprecedented times. So, please check on the National Rail Enquiries website before travelling to ensure you have the latest information
  • Thank you to all our passengers for their understanding and to our staff – who are themselves key workers and doing a fantastic job to keep services moving across the region

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 Friday 10 April. Any 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
  • 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 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.


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 Disruption online before leaving for the station. We will update our live departures and our service updates as soon as we can.

Buying tickets

Ticket office closures

From Monday 6 April until further notice, a number of our ticket offices will be closed or will open only for limited hours.

This is to help with efforts across the country to slow the spread of coronavirus by keeping the number of our front-line people to a minimum. It is also necessary to ensure our people are available for roles vital to the running of our trains and to staff our remaining ticket offices reliably.

The number of tickets being sold at these smaller ticket offices is extremely low and passengers will still be able to use the ticket machines.

Ticket offices affected

The list of stations where changes are planned is available below.

Other locations are currently unchanged, however please continue to check for short notice changes on our station information pages.

Location New Hours
Alexandra Palace Closed
Arlesey Closed
Arundel Closed
Ashwell & Morden Closed
Balcombe Closed
Baldock Closed
Bellingham Closed
Berwick Closed
Billingshurst Closed
Bosham Closed
Bowes Park Closed
Brookmans Park Closed
Buxted Closed
Catford Monday to Wednesday: Closed
Thursday: 06:30 - 13:40
Friday to Sunday: Closed
Cheam Closed
Chipstead Closed
Christ's Hospital Closed
City Thameslink Monday: 13:05 - 20:05
Tuesday to Thursday: 16:00 - 20:00
Friday: 13:05 - 20:05
Saturday and Sunday: Closed
Cooden Beach Closed
Coulsdon Town Closed
Crowborough Closed
Cuffley Closed
Dormans Closed
Drayton Park Closed
Earlswood Closed
East Dulwich Closed
Edenbridge Town Closed
Elephant & Castle Monday to Friday: 06:50 - 13:50
Saturday: 06:30 - 13:30
Sunday: 09:00 - 19:00
Emsworth Closed
Eridge Closed
Ewell East Closed
Farringdon Closed
Flitwick Monday to Sunday: 09:00 - 16:00
Ford Closed
Gordon Hill Closed
Goring-by-Sea Closed
Grange Park Closed
Hackbridge Closed
Hadley Wood Closed
Ham Street Closed
Hampden Park Closed
Harlington Monday: Closed
Tuesday: 06:45 - 13:20
Wednesday and Thursday: Closed
Friday: 06:45 - 13:20
Saturday and Sunday: Closed
Harringay Closed
Haydons Road Closed
Hendon Monday: 06:30 - 13:00
Tuesday and Wednesday: Closed
Thursday: 06:30 - 13:00
Friday to Sunday: Closed
Hertford North Closed
Hornsey Closed
Ifield Closed
Kenley Closed
Kingswood Closed
Knebworth Closed
Lingfield Closed
Littlehaven Closed
London Road (Brighton) Closed
Loughborough Junction Monday to Friday: 06:00 - 13:00
Saturday: 06:00 - 14:45
Sunday: 09:00 - 19:00
Luton Airport Parkway Monday to Friday: 06:00 - 22:00
Saturday: 06:30 - 22:00
Sunday: 07:30 - 22:00
Meldreth Closed
Mitcham Eastfields Closed
Mitcham Junction Closed
Moulsecoomb Closed
New Barnet Closed
New Southgate Closed
Newhaven Town Closed
North Dulwich Closed
Nunhead Closed
Oakleigh Park Closed
Palmers Green Closed
Pevensey & Westham Closed
Plumpton Closed
Preston Park Closed
Pulborough Closed
Purley Oaks Closed
Radlett Monday to Sunday: 09:00 - 16:00
Reedham Closed
Riddlesdown Closed
Rye Closed
Salfords Closed
Sandy Closed
South Bermondsey Closed
Southbourne Closed
Southwick Closed
Tadworth Closed
Tattenham Corner Closed
Tooting Closed
Uckfield Closed
Upper Warlingham Closed
Waddon Closed
Wandsworth Common Closed
Watton at Stone Closed
Welham Green Closed
Welwyn North Closed
West Hampstead Monday: 06:05 - 13:05
Tuesday: 12:45 - 19:45
Wednesday: 06:05 - 13:05
Thursday: 12:45 - 19:45
Friday: 06:05 - 13:05
Saturday and Sunday: Closed
West Worthing Closed
Whyteleafe Closed
Whyteleafe South Closed
Wivelsfield Closed
Woldingham Closed
Woodmansterne Closed

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.

Ticket refunds and exchanges

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.

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 up to and including Thursday 30 April 2020, enhanced arrangements for refunds and exchange are detailed below. We will continue to review the dates of travel that these arrangements apply to.

If you bought your ticket from another train company or a booking agent, please contact them for information on their refund policy.

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 ( 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 have the paper tickets in your possession, in line with government advice, we advise you not to visit the ticket office for a refund. You may apply for a refund remotely using our Paper tickets refund form.

It usually takes 28 days for a refund to be processed by our customer relations team, however this time may be considerably extended due to high volumes, staff sickness and the limitations placed on our team by social distancing measures.

Refunding tickets purchased on the 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.


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 for any refunds for tickets purchased on Oyster or Contactless.