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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 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.

Upcoming sessions

Our next Meet the Manager session will be:

2018

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

2019

  • King's Cross station on 3 January from 07:30 - 09:30am
  • St Pancras station on 28 February from 07:30 - 09:30am
  • King's Cross station on 23 May from 16:30 - 18:30am
  • St Pancras station on 18 July from 07:30 - 09:30am
  • King's Cross station on 7 November 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 King’s Cross 13th September 2018.

Feedback themes from the latest session is detailed below.

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

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.

The scheme is running in three phases:

  • Phase 1 of the scheme is now open. We are contacting eligible customers with season tickets who are on our database outlining what compensation they are entitled to and letting them know what they have to do.
  • Phase 2 (By end September) We will invite season ticket holders who weren’t contacted in Phase 1 to claim online.
  • Phase 3 (Date TBC) We will invite non season ticket holders i.e. daily & carnet ticket holders who regularly travel on Thameslink and Great Northern to claim online.

Customers wanting to make a claim don’t need to make contact until Phase 2, but do hold onto any tickets, receipts or other proof of travel where possible. These will be required as evidence to support an application.

Our online eligibility checker gives you the opportunity to check if your station is eligible. If it is, you can then check if it is classified as a Level 1 or 2 station.

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

Timetable implementation

Great Northern is currently running an interim timetable, with a view to implementing the full May 20th timetable on December 9th.

All that said, we continue to work to phase in missing services and confirmed to passengers that four services will be put back in service from 24th September onwards:

  • 0657 Cambridge – King’s Cross
  • 0836 King’s Cross – Welwyn Garden City
  • 1702 Welwyn Garden City – King’s Cross
  • 1751 King’s Cross – Cambridge

Ticket checks

Some customers commented on the lack of ticket checks on our trains, particularly in First Class. Our passenger hosts are carrying out their duties checking tickets on our trains and it was good to get feedback on specific services that appear to have not been covered by the team. Whenever we receive this feedback, this is passed on to our Head of Customer Services for Great Northern and Thameslink trains and in turn they will arrange for those services to be covered.