Great Northern

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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 Great Northern network.

Your chance to speak to our senior management team

Our Meet the Manager sessions take place during the morning peak from 07:30 to 09:30. We’ve found this is the time when passengers are most likely to be able to stop and talk.

We also sometimes host Meet the Manager sessions at other stations on the Great Northern network, giving you a chance to have your say about issues affecting your local area.

Upcoming sessions

Our next Meet the Manager session will be:

  • King's Cross station on 14 September 2017 from 07:30-09:30am
  • St Pancras station on 12 October 2017 from 07:30-09:30am

Recent feedback

Thank you to everyone who took the time to talk with our team at the last session.

A summary of the topics discussed can be found below:

Automatic Delay Repay compensation

Thameslink and Great Northern passengers using The Key Smartcard can now be automatically compensated for delays of 15 minutes or more. The system will then send an automatic claim to your online account and all you have to do is to review the claim for accuracy and confirm the method of payment preferred.

You must have a Key Smartcard to benefit from the new system. It only takes a few minutes online to get one - it's free, it's paperless, it's hassle-free and it's delivered within 3-5 working days. Please go to to get yours.

Passenger Watchdogs

Our service is important to our passengers, communities and beyond. So we work hard to keep in touch with a wide variety of stakeholder groups. Great Northern’s services are covered by two statutory passenger groups – London TravelWatch and Passenger Focus. As watchdogs they represent the interests of passengers and we work closely with them to ensure that we’re listening to passengers and using customer insight to improve our services wherever possible. You can find out more here.