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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 (near to Platforms 9-11) on 13 September 2018 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:

Timetable enquiries

Many customers took the opportunity to enquire about how their train timetable will change from May 2018 onwards. The Thameslink Programme will see a phased introduction of a new timetable from May 2018 through to May 2019, with several services now going ‘through the core’ of London via London St Pancras rather than terminating at King’s Cross.

Staff were on hand to advise how the near-finalised timetable will affect their route in May and explain the wider benefits of this change to everyone who uses our services.

Further information can be found at and the May timetable will be available on National Rail Enquiries from 25th February.

Carnet tickets

Customers raised the recent changes to our policy in blocking Carnet tickets from opening the automatic ticket gates. Unfortunately the Carnet product has been subject to misuse. In the longer term we are exploring opportunities to move the product onto our Smartcard, but in the shorter term we have little choice but to operate a manual inspection process.

Delay Repay

Several customers sought advice on delay repay and how they could reduce the time they spend completing the form when they are delayed by 15 or more minutes. If you have a key Smartcard, your details are securely retained in your account and you would only need to complete the payment details when you make a claim. Additionally, Key Smartcard holders can opt-in to receive an Auto Delay Repay Notification (ADRN) each time you are eligible to make a claim.

More information can be found on our Key Smartcard page.

Ely blockade

Buses will replace trains for five days between Ely and King’s Lynn from Monday 12 to Friday 16 February 2018 (Half-term week) in order to complete essential engineering work.

Journey times will be extended by up to 90 minutes for routes operating with a bus and direct train services between Ely, Cambridge North and London King’s Cross will be reduced to one per hour.

There will be no direct train service between Waterbeach and London King’s Cross - a change of trains at Cambridge will be required. Services between Cambridge and London King’s Cross will operate normally.

More information can be found here.