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Our commitments

You want a safe, comfortable and reliable train service. Find out more about what we’re doing to deliver that standard to our passengers.

What we're aiming for

Over our seven-year franchise, we’re looking to improve every aspect of our customer service experience.

We want to:

  • Modernise the railway to make it easier to use
  • Improve the reliability and capacity of our trains
  • Make our staff more available on trains and in stations
  • Use new technology to keep passengers informed and simplify ticket buying
  • Improve the on board and station environment

It’s an ambitious plan. To get it done we’re thinking big – new trains, automatic ticket gates, new staff roles – and much more.

What we're working on

Deadline date Commitment 
Spring 2017  Ely service half hourly, calling at new station at Cambridge North 
2017  Introduction of 'KeyGo' - enabling holders of 'the Key' smartcard to 'pay as you go' 
2017  Ongoing driver recruitment, aiming to reach a total of 415 qualified Great Northern drivers by 31 December 2017 
2018  Complete the introduction of our new Class 700 trains 
2018  150 new carriages on the Moorgate route 

We're keeping trains running between Hertford North and Stevenage for six extra months

We will continue running trains between Watton-at-Stone and Stevenage until December this year and not this May as previously advertised.

The extension has been made possible by the re-phasing of a new Thameslink service, in which one of the two new half-hourly Cambridge – Brighton trains will now be introduced in December instead of May. 

Find out more about this service update here

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