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Thameslink, Southern and Great Northern (Govia Thameslink Railway)

Caledonion Sleeper

What is happening now?

In May 2014 it was announced that the new Thameslink, Southern and Great Northern (TSGN) franchise would be awarded to Govia. The franchise is called Govia Thameslink Railway (GTR). Govia is continuing to run Southern, Thameslink, Great Northern and Gatwick Express services as separate brands.

Our ongoing work

Now the new franchise is in operation we continue to use our rail research to ensure that it has passenger priorities at its heart. Key to this are the National Rail Passenger Survey results that are presented and discussed with GTR, highlighting areas that need improvement. We also hold meetings to discuss performance, both on a regular and proactive basis and to react to any poor performance.

We continue our statutory role in helping passengers with their unresolved rail complaints. Where a passenger has been unable to resolve their complaint directly with GTR we work with them to achieve a better outcome for the passenger. We use the information from these ‘appeal’ complaints to help GTR understand the root causes of unresolved complaints and continuously improve the customer service they provide.

Our National Rail Passenger Survey gives a twice-yearly perspective on passenger satisfaction across the network.

Transport Focus reports and publications

March 2015 What passengers want from Customer Reports – summary report
March 2015 Govia Thameslink Railway Customer Report and research presentation
May 2014 TSGN franchise award – our response to the announcement
September 2012 Passenger Focus response to the TSGN franchise consultation
September 2012 TSGN passenger research – summary report
May 2012 TSGN passenger research – Excel summary
May 2012 TSGN passenger research – stated preference report
May 2012 TSGN and South Eastern franchise – an initial submission from Passenger Focus 

 Click here for key Department for Transport publications

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