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The Great Northern station master at the Red Bull Soapbox race, . Railway News, views and information for our customers Autumn 2019

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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 the time of going to print. News, views and information for our customers Autumn 2019

PRIDE IN PARTNERSHIPS CEO INTRO CONTENTS

On the cover: GTR’s Design and Content Apprentice Maggie Luckhurst in front of the train wrap she designed for Pride. PATRICK SAYS 12 Our CEO talks NEW TRAINS about ensuring Our newest Class 717 decision-making trains give passengers happens as close as what they want Patrick 03 possible to passengers says...

04 e spoke to GTR’s the imminent completion of TOM MORAN Chief Executive the roll-out of the £240m Class Great Northern / WOfficer Patrick 717 train fleet will make for Thameslink Managing Verwer about the latest news The Summer 2019 our Great Northern passengers. Director Tom Moran at . timetable was about And Angie is strengthening our shares his bold vision for Asked about the Summer delivering a railway links with local communities, the future 2019 timetable, he said: “It with customers such as through the successful 06 was about delivering a railway at its heart and partnership with Brighton Pride ANGIE DOLL with customers at its heart transforming our this summer.” MD for Southern/Gatwick and transforming our services. services. The Winter Patrick is now looking to the Express Angie Doll The timetable provided a 2019 timetable future of GTR, especially as the is focused on one goal; 11 second hourly Brighton to will bring further Williams Review completes.He MEET benefits with greater to get customers to love Thameslink service said: “The Williams Review is a SOPHIE connectivity. their travel on weekdays. It also added root and branch review of the It’s all about and restored weekend services railway, looking closely at what accessibility across the network. The Winter can be improved for passengers.” PURE PRIDE for Sophie 2019 timetable will bring GTR is now the 4th most Staff join passengers further benefits with greater possible to passengers. Tom and punctual railway operator in to celebrate a fabulous connectivity.” Angie have been enormously the UK and carries more than The past six months have also busy over the past few months twice as many passengers as the Brighton festival seen a transformation within establishing and building their other three operators combined. GTR. Patrick explained: “We leadership teams and delivering Patrick says: “The Review team have completely transformed better services for customers. has been really interested in our the business, with two new “They’re starting in a good ways of working, especially in 16 managing directors: Angie place, with Southern’s passenger terms of partnership operations COMMUNITY Doll for Southern and Gatwick satisfaction now at a seven- with . The review MEET STEPH The charity partnerships Express, and Tom Moran for year high and Thameslink and is one to watch, but what is that continue to flourish Thameslink and Great Northern. Great Northern also above absolutely clear is that we must A day in the life of Customer Relations HQ across our network The objective is to build local 80%, but there’s much more to build a railway that, even more team member, Steph Turner accountability and ensure be done. I know Tom’s team so than today, places passengers decision-making is as close as is excited about the difference at the heart of everything we do.”

2 _Autumn 2019 Autumn 2019_ 3 TIMETABLEHEADER XXXXXXXXXX HEADERBUSINESS XXXXXXXXXXX UPDATE

the Post Office, where I them; they really are a huge held various executive roles improvement for our customers. including Operations Director, I can’t wait to complete the Commercial & Strategy roll-out, replace our ‘313’ trains Director, and HR Director, and give all our passengers on which included responsibility that route the things they said for Industrial Relations. On that they wanted on board: Wi-Fi, point, the postal sector is one of power sockets, air conditioning the few sectors which has similar and better real-time information TOM MORAN levels of union membership and screens. You can read more about influence to rail, and I think it’s them on page 12. vital we work closely with, and We have also improved the Our new Managing Director of Thameslink and Great Northern has wasted no time respect, our unions. We won’t information our customers get meeting frontline staff and customers and setting a bold vision for the future. agree on everything and we at every stage of their journey. I’m excited by need to be honest and bold in That includes new station screens want Thameslink and Great Above all, that means achieving our new Class 717 challenging things that need to at all Thameslink stations which Northern to be the best the reliability they haven’t had trains, which will change. I think the best way to tell you exactly where your train railways in the country. And on Great Northern recently, as be fully rolled out do that is on the basis of good, is, which carriages have spare I for Great Northern in my first 100 days, I have been well as building on existing good trusted personal relationships seats, and when the next trains really impressed with the passion performance on Thameslink, customers in the which I want to see between will be arriving. Great Northern and abilities of the people here. which has undergone huge change autumn. colleagues and union reps at all customers will be getting the My job is to inspire, support, in recent years. levels of the business. screens at their stations soon. challenge and guide them to The high standards I am I’m excited by our new Class We run well over 1,000 trains deliver a brilliant service for all setting include our culture and 717 trains, which will be fully every day and doing our job our customers. values. We work in a high- rolled out for Great Northern well – or badly – is the difference Right from the start, I wanted to so much disruption to passengers. pressure environment; it’s vital customers in the autumn. As between a good and a bad day meet as many station colleagues, I was back a few days later, to help we are respectful, inclusive and well as riding on them (I’m a for our customers. My challenge, drivers and engineers as possible. explain to customers how they support people to do their best customer as well as an employee working closely with key partners I’ve been out and about almost could claim for any disruption work. That’s where I and my – my local station is such as Network Rail, is to make every day in my first few months. they experienced and apologise for senior team need to lead by ), I’ve Great Northern and Thameslink For example, I helped colleagues the problems. example and learn from the been to our into railways that deliver good at Finsbury Park until late on the My number one priority is to excellent leadership I’ve seen depot to find out more days for our customers time after evening of the recent National make sure our teams deliver the at stations and depots already. about the trains and time. We are not there yet, but I Grid ‘power surge’ which caused brilliant basics customers expect. I joined GTR from how we maintain am confident we can get there.

4 _Autumn 2019 Autumn 2019_ 5 HEADERTIMETABLE XXXXXXXXXX HEADERBUSINESS XXXXXXXXXXX UPDATE

operations to reduce passenger accidents to zero. It’s an ambitious target but we’re making good One of my proudest progress so far. moments this year was CUSTOMERS FIRST being part of the Brighton Southern and Gatwick Pride celebrations in Express play a core role in the August (see page 8). I was communities we serve whether overwhelmed by the size and people are going to work, positivity of the crowd. school, hospital appointments, Our staff took part in the airport or anywhere else. We event and were brilliant. must collaborate with our staff, They planned a GTR float, industry partners and customers. designed our own ‘trainbow’ We need to be really listening and worked closely with to passengers and taking on event organisers to make board their feedback to improve sure it all went smoothly. ANGIE DOLL the service and be more Stuart Meek, Train proactive than reactive. We’ve Services Director for just completed a major feedback Southern, said: “It was a real The Managing Director of Southern and says a strategy and structure exercise on how we spend the honour to be part of Brighton will drive one goal; to get customers to love their travel experience. £15m Passenger Benefit Fund Pride and serve the LGBT+ (see page 9) and how to improve community, Brighton and our t’s a really exciting time for Together we will deliver our new stations. I genuinely think we are colleague network. We are our staff and for customers. strategy for the benefit of our staff getting better at consulting with already looking forward to IWe’ve made changes that will and our customers. and responding to our customers. next year’s event.” drive our new simple, sustainable The second priority is to In the past year, Southern has strategy: to get our customers to develop a business plan to seen significant improvement love us. deliver our strategy. It’s based in performance, reliability inclusivity of our service. 35 years in May. A whole My new role and team will be on three pillars: brilliant basics, and customer satisfaction. We Customer attitudes are calendar of events took place over even more accountable to our strong partnerships and shifting exceeded punctuality targets for shifting positively; we’re getting the birthday month, celebrating customers. I will have the capacity perceptions. I’m working with the past 13 months, which helped more staff praise than staff the heritage and the people to look beyond day-to-day my senior team to implement us to achieve a 12 per cent rise complaints now. It feels different behind the brand. operational issues and be able to six appointments so far. I want quick wins immediately and in customer satisfaction score now, but my challenge is to build The big opportunity for look ahead and focus on reaching a diverse team in terms of skills, medium and longer-term activity in the most recent on that, to improve constantly both Southern and Gatwick our goals. knowledge, and life experience, to improve the experience of Passenger Survey. and be the best. Express over the next couple of I have set two key priorities for but who all share a common set our customers. This year is about improving years is the desperately needed my first 100 days. First, to recruit of principles of being customer- For example, we’re driving every aspect of the service we CELEBRATION redevelopment of Gatwick the right management team to centric, inclusive and demonstrate towards a zero-harm safety provide to our customers and AND PREPARATION Airport station. Work is drive our new strategy; I’ve made exemplary values and leadership. culture across our people and staff are critical as the face of our Gatwick Express celebrated scheduled to begin on the station business. Customers are telling us concourse next May. We’ve been they are happier with the service busy behind the scenes on plans Did you bag a bargain this summer? Our Southern Summer Advance fares they get from our teams. We’re to maintain high quality services SOUTHERN’S to destinations including , Brighton, and investing more than ever in our and minimise disruption while were a huge hit with customers. Colourful promotions in national and people, including training and on the building works will restrict SIZZLING regional press, posters, , roadside ads, and online better devices to help them keep some access to the platforms. offered customers great value days out with single fares from as little as passengers fully informed. I want Engagement with stakeholders £5 each. Keep an eye out for more great value fares across the network. us to be world-class in terms of and passengers on a revised the information, accessibility and timetable will start in the autumn.

6 _Autumn 2019 Autumn 2019_ 7 NEWS NEWS

ON TIME, TOGETHER Caption in here lorem ipsum e’ve made changes to help set us up to multicoloured ‘trainbow’ lorem ipsum be ‘On Time’. A customer information helped us go all out at Wcampaign and operational updates are Athis year’s Brighton & part of our commitment to a new industry-wide Hove Pride weekend. measure of punctuality, ‘On Time’. The Class 700 rainbow-themed queuing system to help people Stuart Meek, Train Services It means only classifying trains as punctual if train entered service on 18 July queue for the right train when they Director at Southern and chair they arrive at a station within 59 seconds of their bearing livery designed by Maggie left. Additional and longer trains of the LGBT+ network, added: scheduled time, not five minutes as under the Luckhurst. Maggie is a Design ran overnight on the Saturday “Our staff and passengers have previous system. and Content Apprentice in GTR’s evening to help visitors get home. had a fabulous Pride! The crowds Emma Pickard, Head of Performance, marketing team and a member of Paul Kemp, Managing Director cheering on our float were explains: “‘On Time’ performance is a more GTR’s LGBT+ network. of Brighton & Hove Pride 2019, amazing and passengers loved transparent measure for our passengers, and this The design also featured on said: “Pride is an important our ‘trainbow’ Thameslink train. campaign aims to show we all have a role to play GTR’s inaugural parade float event for our city, with visitors The extended rainbow queuing in achieving a punctual railway.” and on the t-shirts of colleagues coming from across the UK and system was praised by Pride-goers Amy Gatt, Campaign Manager, says: from the LGBT+ network and worldwide. We are extremely and our additional overnight “We identified several ways that customers can across the business who rode heartened by the positive working services really paid off, keeping have an impact on a train leaving a station on on the float. partnership and support over queues flowing smoothly, moving time and created messages for each pinch point. We decorated the station Pride weekend and the enthusiasm tens of thousands of passengers The creative has been well received. We look and used an extended rainbow from all at GTR.” throughout the weekend.” forward to seeing how effective the campaign is over time.”

We love a lively event, so Great Northern was the perfect Official Travel Partner for Red Bull’s headline Soapbox Race at Official Red Bull four-month consultation benefit from either £30,000, Alexandra Palace in May. asking passengers and £50,000 or £80,000, depending More than 20,000 spectators attended stakeholders how to on the level of disruption the event, and most of them travelled A Soapbox sponsor spend a £15m Passenger Benefit experienced. there by train. We provided the best Fund has had a huge response, The team is now assessing seats in the house on a brilliantly generating more than 4,200 all station-specific and wider busy Great Northern viewing platform survey responses and over 80 improvement ideas and the designed as a train carriage. The group submissions covering schemes selected will be spectators also enjoyed our popular 96% of stations. announced in due course. Great Northern game zone and our on- The fund was established to The fund is in addition to the course railway track, complete with an provide tangible improvements improvement schemes GTR enthusiastic station master! for passengers across the delivers every year for passengers Patrick Ladbury, Great Northern’s GTR network in recognition at stations and on trains, and the 564,000 Head of Partnerships, was one of four of the disruption experienced benefits will be delivered before viewers of the Dave TV judges at the race this year and was very following last year’s May the end of the GTR franchise in show that evening impressed by the race-goers’ ingenuity! timetable change. Stations will September 2021.

8 _Autumn 2019 Autumn 2019_ 9 CUSTOMER EXPERIENCE CUSTOMER EXPERIENCE

A DAY IN THE LIFE

Sophie Court’s role as Accessibility Improvement Manager MEET THE MANAGER does exactly what it says on the tin – makes our trains and stations more accessible for every passenger.

HOW DOES YOUR customers can travel as and when DAY START? they like, whatever their needs. We I arrive at about 8am after a get lots of positive feedback, and we 45-minute train commute. I’ve been want to make train travel as seamless with Govia Thameslink for two years as possible for everyone. and part of the Accessibility team since January. There are two of us – HOW IS IT GOING? me and Accessibility Engagement Accessibility has a higher profile Award-winning Manager Antony Merlyn. We all the time. We offer lots of travel Station was the venue for also have a team of accessibility support tools, such as priority one of our recent Meet the ambassadors across our network. seating and travel support cards Manager events. We cover a wide area: , so customers can show staff what help they Passengers on Southern Cambridgeshire, London to , need. But we want to improve awareness as not and Thameslink services were and Sussex. We work with a range of internal everyone knows about them. We also look at able to ask questions, express departments and are often out of the office things like facilities, such as station lifts and opinions and even pick up some visiting frontline teams to talk about accessibility accessible toilets, which can be a vital part of a refreshments on 14th August. improvements. We also regularly meet disability customer’s journey. These events are a great groups to see how we can work together and There’s a growing focus on invisible opportunity to speak to our get ideas and feedback from our customer disabilities and we need to make customers customers face to Accessibility Advisory Panel. and staff more aware. We’re making great face, and hear about their improvements but there is still plenty to do. experiences of travelling WHAT’S YOUR AIM? on our network, and give Next events: Our target is that every journey should go right DO YOU ENJOY YOUR JOB? us the chance to explain and that passengers with access needs have Yes! I get to work with a great variety of people 10th October Victoria (Ticket office) our plans. confidence in travelling. We want to get the basics and contribute to things that really make a 7th November  King’s Cross right on every train and at every station so all our difference in people’s lives. (Ticket office) 5th December London Bridge (Platforms 10-15) GREAT JOB STATION STAFF! We help around four thousand customers with access needs every week and that number is increasing all the time. “Our frontline teams do a great job in providing accessible travel on our network,” says Sophie, “from helping people on and off trains to offering support tailored to their needs and helping customers with their onward journey. They really make a difference to our customers.”

10 _Autumn 2019 Autumn 2019_ 11 FLEET UPDATE NEWS

DID YOU KNOW? The first dedicated Gatwick Express train service launched on 14 May 1984, formed of Class 73 trains and specially modified coaches to carry luggage. NEW TRAINS FOR MOORGATE GATWICK’S How the new SERVICES airport station ew trains for conditioning, Wi-Fi and the £150M UPGRADE entrance will look Great Northern latest accessibility features, the NMetro services from Class 717 trains are helping s the last streamer blows Manager Gatwick Express, which already accommodates Moorgate to Garden to transform the passenger away from Gatwick says: “The announcement is 20m passengers a year, and is City and to Stevenage via experience along the route. AAirport Railway fantastic news for our people and now at its limits despite rail North entered Custom-built for the ’s celebration of 35 years’ customers who have heard a lot of and air passenger numbers set passenger service this spring. tunnels as part of a £240m service (see panel), new plans talk about it over the last couple to grow. The redevelopment With space for an extra investment into the route, the for the have of years. This project is a real will be managed by Network 100 passengers per service, air trains have a higher top speed been announced in the form opportunity to build a world-class Rail, in partnership with the and accelerate faster than their of an ambitious redevelopment facility that will benefit all that use . 100 predecessors. between 2020 and 2023. or work at the station/airport. I’m Ltd and Coast more passengers We are already looking ahead. The upgrade will help to really looking forward to working to Capital Local Enterprise per service While trains are now operating improve punctuality and cut delays with our people and stakeholders Partnership are co-funding at the maximum length and across the entire south east by to shape the future of the station the project with £37m and frequency per hour that the reducing platform overcrowding. and building on the 35 years of £10m respectively. infrastructure can support, It will make the station Gatwick Express success.” Stephen says: “We will keep Network Rail is due to deliver significantly more accessible The upgrade will massively you informed of progress as the a digital signalling upgrade on for all passengers, especially improve the existing building project develops.” the route that will enable us to wheelchair users or people with boost frequency and passenger heavy luggage. The new concourse 35 YEARS OF AIRPORT SERVICE capacity even more. building will result in twice as much space for passengers, The team at Gatwick Express celebrated making it much easier to change 35 years of service with passengers, WINTER TIMETABLE trains and, in combination with staff and airport partners in May. bigger platforms, new lifts and The Winter 2019 timetable, valid from 15 December 2019 introduces small changes to A string quartet serenaded arrivals, team new escalators, it will transform services across Thameslink, Southern and Great Northern, however most current train times remain members handed out commemorative the station. It’s a project that unchanged. On Thameslink, we will create an additional two trains per hour in each direction tote bags and cupcakes, and an onboard will support the railway, and the through London. We advise passengers to check online journey planners as some services magician were just some of the events that airport, to play an even greater role took place throughout the month. may provide additional journey options. in the UK’s growth. Stephen MacCallaugh, General

12 _Autumn 2019 Autumn 2019_ 13 INFRASTRUCTURE INFRASTRUCTURE

AUTUMN UPGRADES TO IMPROVE PERFORMANCE

Southern Throughout the work there will be no Southern services EAST COAST Work on lines between Barnham, Chichester and between Havant and Portsmouth Havant will include 2.3km of or Southampton. South Western Railway and Great Western Lewes and UPGRADE new track. Engineers will be working over nine days, from Railway services will be running Seaford branch Saturday 26 October to Sunday a near normal service to/from Engineering works on the will Network Rail is closing the signal 3 November 2019, as well as Portsmouth and Southampton. significantly improve reliability for all operators, including boxes at Lewes, Newhaven Town Sundays 10 and 17 November, Trains to London will still and Newhaven Harbour and Great Northern and Thameslink. and Saturday 30 November and run from Havant (to London moving signalling control to their Sunday 1 December. During the Waterloo via South Western he East Coast Main state-of-the-art route operating week, buses will replace trains Railway) and Line (ECML) is a key Work being carried out by centre at . Lines between Fareham, Havant and (via Southern). During the Trail route, carrying over Network Rail includes: through Lewes will be closed: Chichester and on weekends weekdays, trains to London 20 million passengers a year, • A major upgrade at King’s • Construction of almost buses will replace trains between will also still run from • Thursday 28 November – connecting London King’s Cross Cross station, including a 2km of new railway line Havant and Barnham. Chichester (via Southern). Sunday 01 December 2019 and Edinburgh via , new layout and additional and a new Platform 5 at Work on the level crossings Doncaster, York, Darlington, tracks to separate long Stevenage, removing conflict will result in some diversions Durham and Newcastle-upon- distance services from Great between the Hertford North on local roads. West Anglia Tyne. Yet its infrastructure is Northern and Thameslink’s line and other services ‘Fen’ line outdated and decaying, which is more frequent, short distance • Upgrading the power supply to Some weekend services between why Network Rail is carrying out commuter trains allow faster, quieter and cleaner King’s Lynn and Cambridge will extensive engineering work this • Transfer of signal control from trains be suspended from October year and beyond. King’s Cross, Doncaster and • Cleaning the tunnels on the 2019 to allow engineers to Great Northern and Thameslink Peterborough to the state- Moorgate line. get onto the track. The work services are major users of the of-the-art York Rail will enable us to run eight-car southern part of the ECML, and Operations Centre The first major work took place Moorgate line trains between King’s Lynn and along with other services will successfully over the 2019 August The line between Cambridge. Work will include: benefit from the improvements Bank Holiday. We are working Moorgate and Finsbury • two platform extensions when complete. with Network Rail and other Park will be closed at Waterbeach station The improvements will allow Train Operating Companies to over numerous • one platform extension at more long distance trains, up plan future work in a way that weekends from mid- Littleport station, a new from six to eight passenger minimises overall disruption as ! trains per hour in each direction much as possible. Keep a look-out December until late accessible ramp and steps to Passengers planning May next year. This platform 1, two disabled car between London King’s Cross and for announcements about affected weekend travel is to allow Network parking spaces and a pick-up/ Yorkshire, the North East, and dates in 2020. in autumn and winter 2019 Rail to thoroughly Scotland at peak times. It all adds up to a better, more are advised to check drop off facility and; clean the tunnels • a new siding to stable the Great Northern and Thameslink reliable service for passengers with their train operator or services will run more reliably on one of the busiest sections of nationalrail.co.uk before travelling. between Moorgate eight car trains overnight and Drayton Park. at King’s Lynn. across the route. railway in the country.

14 _Autumn 2019 Autumn 2019_ 15 CSR PERFORMANCE

OPERATIONAL PERFORMANCE

GTR is continuing to roll out one of the biggest modernisation programmes the railway has seen, transforming four networks and increasing capacity. The programme has necessitated a modernisation of infrastructure, trains, technology and the way we do things.

There have been some fluctuations in performance over the past year. As a result we are working with Network Rail to introduce more services incrementally. It is extremely important for Network Rail to maintain its infrastructure to allow us to run a reliable service. The PPM (public performance measure), which refers to the percentage of trains arriving at destination within five minutes of scheduled time, has shown sustained improvements and the level of cancellations continues to reduce.

To further deliver the modernisation programme, GTR and Network Rail work closely together with other industry partners.

YEAR STARTING APRIL 2015/16 2016/17 2017/18 2018/19 MORE COMMUNITY PARTNERSHIPS ON BOARD PPM Target 85.8% 84.0% 83.5% 83.1% PPM Achieved 81.5% 74.2% 81.3% 82.7% ur community rail gardening volunteers and local MP partnerships are going Heidi Allen. Ofrom strength to Our long established Southern DELAY RESPONSIBILITY 2015/16 2016/17 2017/18 2018/19 strength. In June we welcomed based Sussex CRP recently voted to our newest member, to formally name the route between hosted cake sales over the summer. City community rail Brighton and the In August we announced GTR 35.9% 38.8% 34.9% 37.1% partnership (CRP), with a special Sussex Coast Line. our three new corporate charity Network Rail 59.5% 57.6% 60.3% 57.4% D-Day themed celebration. We partners, voted for by our teams in were joined by the Royal British PUTTING THE FUN each of our key focus areas: Other Operators 4.5% 3.5% 4.8% 5.6% Legion and local community IN FUNDRAISING representatives who were treated Our teams love to get involved and Young people – For Jimmy to a special performance by The fundraise for charities. Many took Mental Health – Mind RECENT MONTHS JAN FEB MAR APR MAY JUN Femmes, a 1940s girl group, and part in bike rides, fun walks and Homelessness – Noah enterprise afternoon tea. Covering eight stations PPM GX 66.30% 75.51% 71.74% 78.00% 78.5% 81.4% between Bedford Midland CHARITY DELAY REPAY PPM GN 82.69% 82.99% 82.52% 86.79% 85.5% 86.0% and St Albans, the CRP will provide opportunities ranging GTR has launched a charity delay repay initiative giving customers PPM SN 86.30% 89.18% 88.32% 91.67% 91.1% 90.4% the choice to donate their compensation to charity. from maintaining a station to PPM TL 82.88% 87.16% 83.70% 87.14% 86.0% 84.7% running special events and We’re working with two charities dear to us, Samaritans and The educational programmes. Railway Children, to continue our long-term support for their vital work with young and vulnerable people. , Key: The scheme also aims to reduce the perceived ‘compensation and GX - Gatwick Express gap’, encouraging customers to claim and help charities. A soft Foxton CRP GN - Great Northern relaunched over launch began in late September. Look out for more details on our SN - Southern the summer and social media and website channels. TL - Thameslink were joined by local YTD - Year to Date

16 _Autumn 2019 Autumn 2019_ 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. Ongoing driver training, reliable train fleets and robust operational planning are key elements in We set annual Passenger Experience Measure (PEM) targets to monitor customer satisfaction. The measure is a combination of a wide-ranging plan of action to bring improved services across all routes. audits completed at stations and on trains (we call this QuEST), with an independent customer survey led by Transport Focus, the National Rail Passenger Survey (we refer to this as NRPS).

How are we doing? The Autumn 2019 National Rail Passenger Survey showed a significant increase in passenger satisfaction, particularly on YEAR STARTING SEPTEMBER 2015/16 2016/17 2017/18 2018/19 2019/20 2020/21 Southern, where overall satisfaction levels are at the highest level for seven years.

Target Actual Target Actual Target Actual Target Actual Target Target Some 81% of Southern passengers said they were satisfied or very satisfied, a 12-percentage point increase on the previous survey, while the proportion of passengers saying they were happy with punctuality rose 20% percentage points to 74%. Delay minutes per 19.64 17.98 19.40 19.59 17.90 17.56 12.70 18.36 12.04 11.89 thousand train miles Passenger satisfaction on Gatwick Express is two percentage points higher, at 89%, which is also the highest in seven years. caused by GTR Cancellations 2.10% 1.94% 1.88% 2.20% 2.05% 2.02% 4.08%* 7.74% 1.76% 1.64% Thameslink, which had fallen to 77% in the autumn 2018 survey following the timetable difficulties in May last year, has recorded its second highest-ever overall satisfaction figure of 83%. Train running with 0% 1.03% 0% 1.42% 1.57% 1.42% 0% 0.8% 0% 0% fewer carriages Great Northern has also returned to last year’s pre-May levels, up nine percentage points on the most recent Autumn survey, than planned with 77% of passengers satisfied, which is broadly similar to the same period 12 months ago.

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: greatnorthernrail.com/about-us/how-were-performing or southernrailway.com/your-journey/performance-results/ Actual Actual PEM Annual PEM targets NRPS Scores QuEST Scores annual result * The 2018/2019 target of 4.08% includes trains removed following disruption in May 2018.

2018 83.35% 84.51% Spring result : 75% Jan-March: 95.26% Autumn result : 75% April-June: 95.86% July-September: 95.79% October-December: 96.23%

2019 84.00% 81.42% Spring result: 81% Jan-March: 96.28% April-June: 96.36%

18 _Autumn 2019 Autumn 2019_ 19 PERFORMANCE PERFORMANCE

NATIONAL RAIL PASSENGER SURVEY 21 The cleanliness of the outside (Train) 68% 72% 80% 22 The space for luggage (Train) 53% 60% 49% The table below shows our scores for the individual indicators that count towards our Passenger Experience Measure (PEM) 23 Punctuality/reliability (i.e. the train arriving/departing 64% 74% 79% for 2019, and the corresponding figures for the Spring 2018 survey. Annual Benchmarks relate to the average of the two on time) surveys so are shown for indicative purposes.

Annual Benchmark GTR NRPS INDICATOR SPRING 2018 SPRING 2019 2019 FARE EVASION Overall satisfaction 75% 81% N/A Overall satisfaction with the station 76% 80% N/A Why does fare evasion matter? Overall satisfaction with train 71% 76% N/A Fare evasion prevention is important. The rail industry loses millions of pounds a year through ticketless travel and fraud money which could have otherwise been re-invested to improve rail services. This is unfair on the vast majority of you who are honest PEM INDICATOR RESULTS and pay your fares.

1 How well train company deals with delays 28% 37% 49% We worked alongside other train operators, and British Transport Police to limit ticketless travel to 2.21% in the DfT’s most recent survey in July. Fare revenue is paid directly to the Department for Transport. 2 How request to station staff was handled 81% 86% 87% 3 The attitudes and helpfulness of the staff (Station) 71% 75% 79% 4 Usefulness of information provided during delay 37% 45% 48% 5 The availability of staff (Station) 62% 68% 65% OUR TARGET FOR Actual results 6 Provision of information about train times/platforms 80% 84% 83% TICKETLESS TRAVEL 7 Cleanliness (Station) 74% 74% 81% 8 Ticket buying facilities 70% 74% 80% September 2017 to September 2018 2.5% 2.21% 9 Facilities for car parking 41% 48% 49% September 2018 to September 2019 2.5% 2.11% 10 The upkeep/repair of the station buildings/platforms 70% 71% 73%

11 Station toilets (formerly, facilities and services (Station)) 45% 43% 47%

12 Your personal security whilst using that station 71% 73% 74% 13 The provision of shelter facilities 69% 72% 67% DEPARTMENT FOR TRANSPORT SURVEY TICKETLESS TRAVEL 14 Overall environment (Station) 70% 73% 73% 46% 51% 48% 15 Availability of seating (Station) Nov 2018 2.06% 72% 74% 85% 16 The cleanliness of the inside (Train) Jan 2019 2.01% 68% 73% 70% 17 Level of crowding (formerly 'Sufficient room for all May 2019 2.16% passengers to sit/stand') July 2019 2.21% 18 The provision of information during the journey 72% 77% 83% 19 Upkeep and repair of the train 71% 74% 85% 20 Your personal security on board 73% 71% 82%

20 _Autumn 2019 Autumn 2019_ 21 PERFORMANCE PERFORMANCE

OUR COMMITMENTS

We are committed to continually improve the services we offer. These are the commitments we have made to customers from the start of the franchise and their progress.

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 Complete upgraded infrastructure in place) July 2016 All day staffing at further 16 stations Southern Complete July 2017 Investment in improving retail and All Complete September 2016 top-ups in third party All Complete catering facilities at stations retailers September 2017 Programme of upgraded ticket All Complete September 2016 New ticket vending machines All Complete machines and automatic payment October 2016 Introduce a subscription based area All Complete methods at car parks of the website for over 65s with September 2017 LED lighting installed at various All Complete promotions and discussion boards stations and on older train units December 2016 Introduce more staff for train cleaning All Complete October 2017 Enhancements to on-train passenger All Complete December 2016 Repainting programme for all GTR All Complete information systems managed stations January 2018 re-opens Southern/ Thameslink Complete December 2016 Enhance and upgrade existing station All Complete 2018 New class 700 introduction All Complete CCTV and install CCTV at stations previously without 2018 Further upgrades to customer app All January 2017 Introduce on trial basis an online All Complete 2019 Class 717 introduction. 150 new Great Northern Underway magazine aimed at 16-24 year olds carriages on the Moorgate route January 2017 Additional £2.5m investment on All Complete Up to 24 trains per hour each way Thameslink Underway improving facilities and information through the core at stations April 2017 ‘My Journey’ info on train All Complete performance for holders of ‘the key’ smartcard

22 _Autumn 2019 Autumn 2019_ 23