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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:

2018

  • St Pancras station on 8 November 2018 from 07:30 - 09:30am

2019

  • St Pancras station on 28 February from 07:30 - 09:30am
  • London Bridge station on 28 March from 07:30 - 09:30am
  • Blackfriars station on 28 April from 07:30 - 09:30am
  • St Pancras station on 28 July from 07:30 - 09:30am
  • London Bridge station on 28 August from 16:30 - 18:30am
  • Farringdon station on 28 September from 07:30 - 09:30am
  • London Bridge station on 28 December from 07:30 - 09:30am

Recent feedback

Thank you to all of our passengers who took the time to speak with the senior team at London Bridge Station on 11th October 2018.

Our new CEO was present alongside directors and managers from all areas of the business to meet our customers and answer their questions.

Feedback themes from the latest session are detailed below.

Industry compensation scheme

Our project management team were in attendance to answer passenger questions and give out handy pointer cards on the industry compensation scheme.

An overview of the scheme is available HERE

The scheme is running in three phases:

  • Phase 1 (Now completed) We contacted 63,000 eligible season ticket holders who we had identified from sales records. If you have received a letter or email from us but have not yet finalised your claim, please do so by 30 November 2018
  • Phase 2 (Now open) Eligible season ticket holders who have not been contacted as part of phase 1 can make an online claim between 25 September and 30 November 2018
  • Phase 3 We aim to open the scheme to eligible non-season ticket holders by 30 November 2018. Please hold onto any tickets, receipts, Oyster PAYG or contactless journey histories or other proof of travel

We have an online eligibility checker for customers to check if their station is eligible. If it is, you can check if it is classified as a Level 1 or 2 station.

Full details are available on our FAQs: railcompensation.thameslinkrailway.com

Operational performance

Many customers were kind enough to acknowledge the improved performance on our services.

Overall Govia Thameslink Railway Period 6 PPM (Passenger Performance Measure) was 87.2%. This is a year on year improvement of 5.3% and the highest since Sept ‘15.

Right Time Starts were 80.7% - The highest on record since Aug ‘16.

Right Time Arrivals were 63.4% - The highest on record since Oct '15.