GX driver Ralph on the platform at Rail Station Railway News, views and information for our customers September 2017

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RIGHTOur changes will transformPLANS and modernise services for passengers

We publish connections twice a year to keep you on track with our progress and future plans. Find it on our websites or in print at larger stations or customer services. All information is correct at time of going to print. CEO INTRO CONTENTS

Charles says...

ver the last few months, passenger numbers double in ANGIE DOLL STUART CHESHIRE we have continued to the last 12 years and we need The latest NRPS 04 The Passenger Services Director 06 The Passenger Services Director O press ahead with the to prepare for further growth huge task of modernising our in the future in order to results reflected for / Southern for Thameslink / Great Northern the hard work and network. With train service provide a service that on progress for passengers on new trains and more dedication of our performance steadily improving passengers rightly expect. customer facing through the first half of 2017, I am In the coming months teams. encouraged by the progress so far we’ll begin the process of as we emerge from what has been expanding the Thameslink a very difficult transition period network to provide more for everyone, particularly our frequent, dependable services, to, changes is ongoing, we continue customers. through and beyond ; the to look for ways to make it easier The results of the recent completion of work at London for customers to use our services. Passenger Survey Bridge will be a key factor in this. For example we have recently QuEST AWARDS (NRPS) saw an uplift of 2% in During the summer we introduced automatic delay repay The station and train teams rewarded overall customer satisfaction undertook the second phase of compensation notifications for for excellent customer service to 74% for GTR, reflecting the our consultation on the 2018 holders of our Key smartcard. hard work and dedication of our timetables linked to these changes. There are big and small changes customer facing teams. We all I’d like to thank everyone who underway across our network, but recognise there is much more to took the time to respond with all have one objective, which is to 10 ACCESSIBILITY 14 FORWARD DESTINATION… do to achieve the consistently high their feedback; we are carefully transform services for passengers, Our latest LOOK level of service we want to deliver, considering the suggestions for the better. improvements to Some of our major but I believe that we have both received as part of this crucial Put this seaside gem make access easier 11 service plans for 2018 the right plans and people to consultation. Kind regards, on your train map achieve this. As we prepare for these major 12 ON TRACK 16 HOT POTATO We are increasing our changes, we will continue to A visual look at our Another key issue train services, upgrading our work closely with Network past, present and explained technology and modernising our Rail, including supporting future progress working practices as we future- them to improve proof our network and adapt to infrastructure reliability provide for the extraordinary through the delivery of the On the cover: Mohamed, growth in passenger journeys £300 million investment Sia and Daniel at London 17-23 PERFORMANCE we have experienced in the past programme. Charles Horton decade. Some routes have seen Whilst work on these major How we’re doing with Chief Executive Officer Department for Transport

2 _September 2017 commitments September 2017_ 3 PSD UPDATE PSD UPDATE

Frontline teams RESILIENCE are striving to give passengers the service they IS VITAL deserve. Angie Doll, Passenger Services Director for Southern and Gatwick Express, explains how modernisation is helping to create a more resilient service

e are seeing steady course of a journey. improvements in It is important to note that the Wperformance – we Southern and Gatwick Express AUTO-DELAY are now operating at levels on staff have continued to support REPAY Gatwick Express and Southern customers during a tumultuous We have introduced that haven’t been possible for period of industrial action; automatic delay nearly two years, and this is I believe that is a testament to our compensation for fantastic to be part of. people that we have been able to passengers who use the key Running a service that is continue to provide services, with smartcard and are delayed operationally better has a positive those on the frontline consistently by 15 minutes or more. impact on dwell-times, i.e. how going above and beyond. Their long a train is stationary at a support has helped us manage the PERFORMANCE station. It means we can – and dispute more effectively. Performance improved are – consistently offering a more This shift has come about due by 23.2% on Southern to resilient, right-time railway, with to dedicated development of our 85% in the eight months fewer cancellations. frontline teams – our excellent to July 2017; the best for Being more resilient is vital; station staff – as well as ensuring Angie at East Station 20 months. this means that when there is a the senior team can bring a strong with Marlon and Jonny PPM rose by 29.7% on problem we can recover much operational and practical voice Gatwick Express to 84.6% quicker than we could this time last when managing issues. for passengers; we strive to give in July this year; the best year. Reducing how long recovery Freeing our On-Board passengers the service they performance for Gatwick processes take as we focus on our Supervisors from the responsibility deserve. Express for two years. programme of modernisation has of operating the doors has Looking forward, exciting times a huge impact as a few seconds at been crucial in this move to are ahead. We are continuing with each station adds up during the provide more resilient services our driver training programme WORKING WITH which will help us to create an even more robust service. This Our teams work hard to coupled with the official opening deliver the full timetable of is set to every day. have a real impact on passenger That means continuing journeys. to build on our strong I’d also like to take this working relationship with opportunity to extend my Network Rail – the key congratulations to the Gatwick partner in our work to Airport rail station team who upgrade and maintain have recently been shortlisted infrastructure across for a prestigious national award the network to modernise Angie chats to Southern passengers The Gatwick Airport following a raft of improvements the railway. before their train to at the station. Rail Station team

4 _September 2017 September 2017_ 5 PSD UPDATE PSD UPDATE

Stuart with Mohamed at Blackfriars The increased frequency of services Operation Pit-Stop Station in the new timetable alongside the Class 700 roll-out will bring tangible We are dedicated to upskilling improvements for passengers, our staff, from drivers to including a 50% increase in train customer services teams. capacity during peak times. ‘Operation Pit-Stop’ is helping us support passengers differently at stations, and on trains with better stopping times, a key part of keeping our as the establishment announcements. trains running to the timetable. of more driver depots, In the autumn, we have also continued located as close to the with the upgrade project of our real-time train start up points as information systems, which includes possible, to create resilience. information boards at stations and on-board We currently operate out of nine depots services. and are set to move to 17 to provide a more While we call the area of London which reliable service for passengers. Stuart and will see this huge influx in services as part of All of this exciting work is part of our Sia check the the , ‘The Core,’ I like plans to modernise our working practices, timetable at to think of it as the heart of our network. We technology and infrastructure. I truly have Blackfriars need to look after this properly and ensure great expectations for this next phase and feel Station that all our arterial routes that feed it are in confident knowing that we have a reliable good working order. network of staff to support passengers Looking ahead, there is much to come for through this transition period; Great Northern and Thameslink passengers, without them, we could not have THE HEART OF not least with the 30 or so Class 387 trains taken the steps we have so far – moving over to Great Northern, bringing watch this space. THE NETWORK with them services with greater capacity, Wi-Fi and air-conditioning, as well as the Stuart Cheshire, Passenger Services Director for Thameslink and Great Northern, explains how ongoing investment into the Thameslink information and communication must be at the centre of operating a successful train network Programme. As the raft of developments continue, s part of the £7bn Thameslink All of this work is integral to Govia we must further upskill drivers as we Programme, big changes are coming, Thameslink Railway’s modernisation move trains between networks. This Aand with them huge journey programme. The adoption of new technology requires a focus on training through opportunities for passengers. A brand new is helping us to improve operations across the our driver release programme over timetable – designed from scratch and built business, impacting crucial parts of running the coming 12 months, as well using a new format, including a series of the train service, i.e. customer information, patterns to the existing timetable – is currently working practices and safety. Better under construction, following two important communication and support for passengers consultation periods with passengers. will also help us move to shorter platform More depots With implementation starting in May next By more than doubling year, the Great Northern and Thameslink Better quality information is the number of train depots networks will be at the heart, starting with we operate out of and locating 20 trains per hour in May and building to a focus across GTR, with our modernisation programme them closer to the beginning 24 trains per hour through the ‘Core’ part of helping to drive new technology of routes, we will be able the network during peak times by December on-board trains and on platforms. to provide a more 2018. The new timetable will bring with it reliable service. extensive new journey options.

6 _September 2017 September 2017_ 7 CUSTOMER ENGAGEMENT CUSTOMER ENGAGEMENT

MEET QuEST FOR THE MANAGER Our Meet the Manager events offer passengers SUCCESS and our on-station teams a regular chance to talk face-to-face with a wide range of our managers about our service. AWARDS The events alternate between our main Our Customer Cabinets for Great London stations and take place every four weeks, from 07:30 – 09:30, when we have Northern/ Thameslink and Southern/ found most passengers can stop and talk to us. Gatwick Express sponsored the QuEST for Success awards in May. SEPTEMBER These awards recognise our station, 14 2017 KING’S CROSS train and behind-the-scenes teams who regularly go above and beyond

expectations to deliver exceptional OCTOBER 12 performance in our QuEST ST. PANCRAS 2017 (service quality) audits

NOVEMBER 9 THE WINNERS: 2017 VICTORIA RISING STAR STATION – Hatfield and Haywards Heath DECEMBER 7 COMMUNITY – Cricklewood and LONDON BRIDGE 2017 BEHIND THE SCENES – Sandra Caprio and Andy Leister and teams BIGGEST ON BOARD CONTRIBUTION – Karl Watson, Contracts Manager, Train Presentation WORKING WITH SHINING STAR DEPOT – Bedford and Gatwick TRANSPORT FOCUS Express Train Presentation teams The awards were based on QuEST performance in 2016 with GTR and independent passenger watchdog SHINING STAR SMALL/MEDIUM STATION – judges going out to the shortlisted locations to get a feel for the Transport Focus are working together to Ravensbourne and Polegate work that had gone into each teams ‘QuEST for Success.’ Due better understand the improvements that to the large number of awards handed out two events were can be made in the provision of information, SHINING STAR LARGE STATION – Bedford held, one in for Great Northern and Thameslink and especially during periods of disruption. and Lewes one in Lewes for Southern and Gatwick Express. Each winning “Utilising joint surveys to aid work with team won a cash prize for themselves and further funds to the customer cabinet will give insight into deliver an initiative of their choice to benefit customers. what will make the greatest difference and The award events were really popular with station, train help form the programme of works going staff and support teams, and gave everyone the chance forward,” said Tracy Hall, Head of Customer to speak to members of the Executive team. A Customer Information at GTR. Cabinet member attended each event to say how much they Understanding how customers want to appreciated the work station and train teams put in day in, receive information about the journeys they day out to deliver excellence for customers. are making is just one of the important areas being investigated.

8 _September 2017 September 2017_ 9 ACCESSIBILITY GO TO

Travel support card DID YOU KNOW? My name is I travel from DESTINATION… was granted IMPROVING And to city status by Queen Elizabeth II My home station is BRIGHTON ACCESSIBILITY in 2001. Established in September 2016, the GTR Access Advisory Panels (AAP) are made up of 11 passenger representatives and three members of staff. They are split to focus on Thameslink/ Great Northern, and Southern/ Gatwick Express, and chaired by the respective Passenger Service Director at frequent meetings throughout the year. Utilising insight from journey reports submitted by panel members, GTR can improve accessibility across the network, with specific feedback requested, such as any ‘highs’ or ‘lows’ they may have experienced since the last panel meeting.

PROJECTS Photo by To better-support passengers who may require more Hugo Michiels assistance, the panels have led a number of projects to help t may have the moniker of of small independent and Steve Bax, Executive provide greater confidence when travelling across the network. ‘London by the Sea,’ but quirky retailers.” Director, British They include the GTR Communication Guide & Travel Support IBrighton on the south coast is The city is well and Airways i360, Card (top right), a new campaign to promote Priority Seating, much more than a smaller version truly on the gourmet (pictured) said: “I’m a ‘passenger etiquette’ handbook and a new passenger of the country’s capital city. With food map with notable so impressed by the map to outline accessible stations across the network. culture, architecture, shopping venues Etch, Red quality of the tourist Details on these projects are available on our websites. OBS SUPPORT and culinary gems all readily Roaster and Fatto a Mano attractions in Brighton The Southern/ Gatwick Express members available, no matter the time of worth a visit, as well as food & Hove. We all work closely have been integral to the introduction of the year, Brighton is the place for and drink festivals taking place together to promote the city and ACCESSIBILITY TRIALS a new travel support service at our rail a fun weekend away or a great day throughout the year. Brighton and to ensure visitors have a great day As part of the ongoing Thameslink Programme, feedback has control centre at Three Bridges (pictured). out with the family. Hove is home to numerous award- out. There is so much to choose been provided on the design of the new Class 700 trains, as This has been designed to support The most-visited seaside in winning restaurants and cafes. from! The seafront is the city’s well as incoming passenger information systems. Therefore, passengers who need boarding assistance the UK, Brighton and Hove is a shop window... Of course no trip in the coming months, the panel will be consulted on a from un-staffed stations on our routes bustling city, full of activities to the city is complete without a planned trial of ‘humps’ that enable independent boarding that are served by services with On Board and attractions that tourists and visit to the Palace Pier and we’re at core stations, ahead of their wider roll out next year. Supervisors. residents alike, enjoy. all delighted that it was recently Chief Executive Officer of The named the most-visited attraction Brighton Pier Group and Chair outside of London.” ‘MINOR WORKS’ = of the Brighton & Hove Tourism With numerous Southern, BIG IMPACT Alliance, Anne Martin, said: “The Gatwick Express and Thameslink GTR is also undertaking a transport links to London make services available to take programme of so-called the city not only a great place to passengers direct to Brighton from ‘minor works’ which can visit but also to live. Not only do London and beyond, what are you have a huge impact on we have the seaside attractions like waiting for? our passengers on a day- the Brighton Place Pier, Sealife “The tourism businesses in the to-day basis, such as Centre, Royal Pavilion and new city, under the Tourism Alliance the new ramp at Hadley BA i360 tower [the world’s tallest banner, extend a warm welcome Wood (pictured). moving observation tower], to all those who wish to sample we also have the famous Lanes the unique Brighton experience,” shopping district with its myriad said Martin.

10 _September 2017 September 2017_ 11 MILESTONES MILESTONES

2014 2015 on Franchise Franchise Start of works Three agreed starts to at London Bridges depot track operate Bridge commissioned Milestones: Past, Present and Future

2014 July 2015

AUTO 2017 2016 319 series Class 700 Auto Delay Repay Start of timetable May Bank Great Northern Easter Thameslink Delay Repay New fleet Oyster reach trains removed arrives to rolled out on consultation Holiday fleet renewal Project preparation 15 Minutes for Gatwick extended to from network Southern Thameslink and phase 2 preparation completed works launched Express Gatwick Airport network Great Northern works

August July June May April December September January 2017 2017 2017 2017 2017 2016 2016 2016

20x 24x 2018 2018 MAY Bank Holiday New driver Class 700 trains Christmas Start of Thameslink Class 700 New London New timetable New timetable, New timetable, Thameslink depots added to Great and New Year ‘shadow’ and trains tested on Bridge Station starts 20 trains 24 trains Partnership complete Northern Thameslink works testing programme Greenwich line opens per hour per hour blockade

September October November December December January February May December 2017 2017 2017 2017 2017 2018 2018 2018 2018

12 _September 2017 September 2017_ 13 TRANSFORMING RAIL TRANSFORMING RAIL

NETWORK RAIL INVESTS £300M A CHALLENGING In January 2017 Network Rail announced a and comfortable ride, reducing the need for speed TRANSFORMATION £300m investment fund to increase the resilience restrictions and therefore travel disruption Under the ongoing programme, passengers across the of tracks, signals, tunnels, fencing, drainage and • 33 switches and crossing refurbishments and South East will have faster and more seamless journeys traction power, focusing on ‘hotspot’ sections of the 3 major switches and crossing renewals to Thameslink and the wider South East route. NR has improve reliability into and across committed to invest the fund by December 2018 on: • Major tunnel upgrades, notably the Balcombe he Thameslink Programme apply future-proof updates that and Sevenoaks tunnels, including drainage, track presents an exciting but will support a new and improved • 160 track miles of vegetation and trespass renewal and re-railing Tchallenging transformation network where passenger numbers management • Major programme of cuttings and embankments project for the business. in some areas have doubled • 45km of high output ballast cleaning to upgrade reinforcements to prevent landslips There’s a reason that in just 12 years, compared ballast on 25% of the worst performing areas to • Electrical and plant equipment upgrades to GTR was awarded to the last 20 years across allow effective drainage, enabling a safe, smooth improve asset reliability the franchise for the the UK. busiest part of the We’ve also pooled UK’s rail network – we passenger feedback are agents for change, every step of the way and change remains which is helping us create firmly on the horizon. the reliable network which An integral part of making this vision Thanks to the ongoing (starting from May next year) will a reality is the creation of a robust modernisation programme, include: and reliable timetable and more passengers across the South East • 80% more peak time seats frequent new services. will have faster and more seamless between London Blackfriars and journeys into and across central St Pancras across central London London. An integral part of • 115 new spacious trains making this vision a reality is the • A new interchange for all creation of a robust and reliable 140 stations with at timetable and more frequent new Farringdon services. • Faster, seamless journeys for The vision for this programme passengers travelling to Gatwick will see people across our four and Luton airports networks interconnected like never before – this is so much We look forward to passengers more than just a timetable. This reaping the benefits and enjoying presents massive, positive change the culmination of work from for people on a daily basis as interconnected, more streamlined well as more potential journey services from next year. opportunities for our passengers But at the moment we remain across our routes. in transition; much of the work in So it is so important that we this project has already taken place, get this part of the Thameslink which has led to some disruption modernisation programme right. as we modernise the railway, trains This is why we have been working and working practices. However, tirelessly to upgrade an ageing we are getting close to the end of infrastructure, modernise working the project and soon we will have a practices with the introduction railway like never before. of technological support and

14 _September 2017 September 2017_ 15 FOCUS PERFORMANCE

hot times more tickets, utilise touch OPERATIONAL PERFORMANCE screens which are more responsive potato as well as more reliable mechanisms GTR is continuing to roll out one of the biggest modernisation programmes the railway has seen, transforming four networks and for cash/card payments, or Apple increasing capacity. The programme has necessitated a modernisation of infrastructure, trains, technology and working practices. Results and Android smartphones can be are now starting to show and performance has improved consistently since the start of 2017. The volume of cancellations across the used to speed up payment. network has reduced and the PPM (public performance measure), which refers to the percentage of trains arriving at their destination Following feedback from station within five minutes of scheduled time, has improved. NEW TICKET passengers about unclear ticket options and availability, we have Contributory factors to other improvements include more drivers becoming available through the Continuous Driver Training Programme, MACHINES implemented a software update to plus an easement of the constrained infrastructure in the London Bridge area with the introduction of the Bermondsey dive under. Further s part of our plans to address this, making it easier for improvements will materialise as our modernisation programme takes shape. modernise the rail passengers to select the cheapest Aexperience, we are in ticket for their journey. the middle of an installation As the UK approaches the programme which will see 471 discontinuation of the old £1 coin new, modern ticket machines in October, these new machines 2015/16 2016/17 2017/18 available at stations across the will allow passengers to use the YEAR STARTING APRIL network. new £1 coin already in circulation. We are replacing older Following a successful trial PPM Target 85.8% 84.0% 84.0% machines with more robust at Mill Hill Broadway, from the terminals for passengers in autumn, Oyster cards will be PPM Achieved 81.5% 74.2% order to improve reliability. The accepted on ticket machines in the machines will hold around three area. DELAY RESPONSIBILITY 2015/16 2016/17 YTD KEY SMARTCARD: A QUICK GUIDE REGISTER GTR 36.0% 39.2% 36.0% Register for the Key Smartcard on our website: Network Rail 59.5% 57.2% 59.8% southernrailway.com/thekeysmartcard,thameslinkrailway.com/ thekeysmartcard, greatnorthernrail.com/thekeysmartcard Other Operators 4.5% 3.5% 4.2%

PURCHASE Once the Key Smartcard arrives, purchase season tickets online RECENT MONTHS MAR APR MAY JUN JULY or at Ticket Machines at stations outside London PPM GX 75% 80% 82% 77% 85% TRAVEL Touch the gates/validators at the start and end PPM GN 89% 90% 87% 84% 84% of your journey PPM SN 82% 85% 86% 82% 85% PPM TL 81% 83% 85% 83% 86% VIEW View journey history and purchases through your online account Key: GX - Gatwick Express NOTE: The Key Smartcard can be used across most of the GTR network. GN - Great Northern Customers can check the websites above for which routes are Key enabled. SN - Southern TL - Thameslink YTD - Year to Date

16 _September 2017 September 2017_ 17 PERFORMANCE PERFORMANCE

DEPARTMENT FOR TRANSPORT CUSTOMER SATISFACTION CONTRACTUAL TARGETS

The Department for Transport set us a series of targets on a variety of performance measures. We monitor these and use the How do we measure customer satisfaction? measures to shape our action plans. Whilst acknowledging we have fallen short of some of these targets in the past, we are working We set annual Passenger Experience Measure (PEM) targets to monitor customer satisfaction. The measure is a combination of hard to improve and a plan is in place which is beginning to deliver. Driver training, new trains and better provision of information are audits completed at stations and on trains (we call this QuEST – you can read more on page 8), with an independent customer the headlines of a wide ranging plan of action to bring improved services across all routes. survey led by Transport Focus, the National Rail Passenger Survey (we refer to this as NRPS).

How are we doing? The spring wave of the National Rail Passenger Survey has seen an uplift of 2% in overall customer satisfaction to a score of 74%. This has been the result of hard work and dedication by our frontline teams who have delivered improvements in the YEAR STARTING APRIL 2014/15 2015/16 2016/17 2017/18 2018/19 2019/20 2020/21 majority of factors with satisfaction increases of over 10% in a number of areas. Satisfaction with punctuality and reliability increased which contributed to the improved overall satisfaction score. Target Actual Target Actual Target Target Target Target Target Although we are pleased with the increases we recognise that there is still work to do to achieve further progress. We are Delay minutes per 13.19% 12.92% 20.30% 19.84% 18.61% 13.35% 12.43% 11.95% 11.84% developing detailed delivery plans across all our brands to address key areas where we can improve standards of service. thousand train miles caused by GTR Cancellations 1.52% 1.88% 1.51% 2.23% 1.24% 0.97% 0.95% 0.91% 0.90% Train running with 0% 0.84% 0% 1.19% 0% 0% 0% 0% 0% fewer carriages than planned

We publish detailed performance figures on our website every four weeks and monthly updates on the progress of our improvement plan. You can find these at thameslinkrailway.com/about-us/performance or southernrailway.com/your-journey/performance-results/ Actual Actual PEM Annual PEM targets NRPS Scores QuEST Scores annual result

2016 79.53% 82.60% Spring result : 72% January to end Autumn result : 70% March: 92.64% April to end June: 95.99% July to mid- September: 95.37% Mid-September to December: 95.70%

2017 82.2% Available early 2018 Spring result: 74% January to end March: 95.9% April to end June: 95.8%

These targets are subject to change, the details of which are in the process of being agreed and will be published in the next edition of your connections magazine, alongside full year data for 2016/2017.

18 _September 2017 September 2017_ 19 PERFORMANCE PERFORMANCE

NATIONAL RAIL PASSENGER SURVEY FARE EVASION

Our result for passengers overall satisfaction for GTR Spring 2017 was 74%. The table below shows our scores for the individual Why does fare evasion matter? indicators that count towards our Passenger Experience Measure (PEM) for 2017, and the corresponding figures for the Spring Fare evasion and prevention is important. It’s worth noting that we at GTR don’t make a profit from rail fares. This means that fare 2016 survey. Annual Benchmarks relate to the average of the two 2017 surveys so are shown for indicative purposes. evasion directly impacts on customers and tax payers which is why we consider it to be a key priority.

We are pleased to report that our most recent survey (Jun-Jul) reported fare evasions at 2.64%, to give us an average of 2.66% for the year. Annual Benchmark GTR NRPS INDICATOR SPRING 2016 SPRING 2017 2017

1 How well train company deals with delays 26% 29% 46%

2 How request to station staff was handled 81% 85% 86% OUR TARGET FOR Actual results 3 The attitudes and helpfulness of the staff (Station) 67% 72% 77% TICKETLESS TRAVEL 4 Usefulness of information provided during delay 34% 37% 47% 5 The availability of staff (Station) 57% 62% 64% September 2016 to September 2017 2.52% 2.66% 6 Provision of information about train times/platforms 73% 78% 82% September 2017 to September 2018 2.5% 7 Cleanliness (Station) 72% 74% 79% 8 Ticket buying facilities 66% 72% 78%

9 Facilities for car parking 38% 43% 46% 10 The upkeep/repair of the station buildings/platforms 64% 69% 70% DEPARTMENT FOR TRANSPORT SURVEY TICKETLESS TRAVEL 11 The facilities and services (Station) 53% N/A* 57%

12 Your personal security whilst using that station 67% 71% 72% Nov 2016 2.88% 13 The provision of shelter facilities 61% 70% 67% Feb 2017 2.69% 14 Overall environment (Station) 63% 69% 71% Jul 2017 2.64% 15 Availability of seating (Station) 37% 49% 45% 16 The cleanliness of the inside (Train) 68% 70% 81% 17 Level of crowding (formerly 'Sufficient room for all 57% 68% 66% passengers to sit/stand') 18 The provision of information during the journey 61% 67% 81% 19 Upkeep and repair of the train 67% 68% 82% 20 Your personal security on board 71% 70% 80% 21 The cleanliness of the outside (Train) 63% 67% 75% 22 The space for luggage (Train) 42% 50% 47% 23 Punctuality/reliability (i.e. the train arriving/departing 57% 63% 78% on time)

*Question not included in Spring 2017 survey

20 _September 2017 September 2017_ 21 PERFORMANCE PERFORMANCE

OUR COMMITMENTS

We are committed to continually improve the services we offer. These are customer commitments made at the start of the franchise that relate to recent months, and more that are due for the months ahead.

COMMITMENT ROUTE STATUS COMMITMENT ROUTE STATUS

DEADLINE DATE DEADLINE DATE

2016 108 new carriages on Gatwick Express Gatwick Express Complete May 2017 King’s Lynn service half hourly (once Great Northern Half hourly service to Ely for Spring 2016 Introduce new Class 700 trains Thameslink Underway upgraded infrastructure in place) most of day from 21 May. Infrastructure work still July 2016 All day staffing at further 16 stations Southern Complete required for Kings Lynn half September 2016 The key top-ups in third party retailers All Complete hourly. September 2016 New ticket vending machines All Complete July 2017 Investment in improving retail and All In progress, with 35 stations catering facilities at stations so far benefiting from these October 2016 Introduce a subscription based area All Complete updates of the website for over 65s with promotions and discussion boards September 2017 Programme of upgraded ticket All Complete machines and automatic payment December 2016 Introduce more staff for train cleaning All Complete methods at car parks December 2016 Repainting programme for all GTR All Complete September 2017 LED lighting installed at various All Complete managed stations stations and on older train units December 2016 Enhance and upgrade existing station All Complete October 2017 Enhancements to on-train passenger All CCTV and install CCTV at stations information systems previously without February 2018 London Bridge station re-opens Southern/ January 2017 Introduce on trial basis an online All Complete Thameslink magazine aimed at 16-24 year olds 2018 New class 700 introduction complete Thameslink January 2017 Additional £2.5m investment on All Complete improving facilities and information 2018 Up to 24 trains per hour each way Thameslink at stations* through the core April 2017 ‘My Journey’ info on train performance All 2018 150 new carriages on the Moorgate Great Northern for holders of ‘the key’ smartcard route 2018 Further upgrades to customer app All

22 _September 2017 September 2017_ 23