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Customer Cabinet

The North Customer Cabinet brings together staff and passengers from across the Great Northern and Thameslink networks to give advice and recommendations on customer strategy and collaborate on practical initiatives for improvements.

Working together

We put together the cabinet to better understand our customers’ views and needs.

In addition to providing advice and recommendations from a customer perspective, cabinet members have the support and budget for a number of self-generated projects. They are also asked to provide journey feedback as regular users of our network.

This voluntary group is made up of passengers that are chosen to represent a broad cross-section of our users from across our network.

The cabinet is chaired by our passenger services director, Stuart Cheshire.

What we’ve been talking about

In our last North cabinet meeting at the end of January, agenda items included crime and security, with a presentation being made by our crime and security manager, Tony Holland. We also had a discussion with Matt Gee, head of service delivery, regarding the transition of the Great Northern service delivery centre to the rail operating centre in Three Bridges.

Cabinet members were then shown a presentation on a new system that allows us to recognise when on-board toilets are out of service, giving us the opportunity to plan ahead and get them serviced and working as soon as possible. Finally we discussed the ‘humps’ that have recently been added to many ‘core’ stations, giving disabled passengers the ability to board and disembark our Class 700 trains without the need for staff assistance.

Member profiles

Chris Smith

Member of the Customer CabinetI live in Enfield and for many years I travelled to work daily on the Great Northern line from Enfield Chase into Moorgate. Having retired, I now travel more widely for pleasure, mainly off peak, and so I experience a wide variety of trains and routes on the GTR network. A few years ago I injured my back and was unable to walk properly for many months, so I also have some experience of what using the network is like for people with mobility problems. I have travelled by train in much of Europe, and, contrary to the popular pastime in the UK of criticising our railways, I know that overall they compare well with other countries!

I was pleased to be asked to join the cabinet, and in the time it has been operating I have seen that GTR has listened to us and has taken some of our comments and suggestions on board.

Steven Miles

Member of the Customer CabinetI live in Central Hertfordshire with my wife and young family. I’ve used the Great Northern route for a number of years for both the regular commute from Hatfield to London where I’m a Data Analyst for a professional membership body and also for leisure trips with family and friends to a number of locations on the route including Cambridge and Stevenage.

I joined the North Customer Cabinet as I’m keen to see how feedback and views from customers contributes to improvements made whether in services or station facilities. As well as putting forward practical suggestions to help all customers.

I have a particular focus on the importance of access to the service for everyone, having a visual impairment I appreciate that every customers can have a somewhat different experience to information whether displayed or announced.