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Govia Thameslink Railway News, Views and Information for Our Customers Autumn 2019

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Govia Thameslink Railway News, Views and Information for Our Customers Autumn 2019 The Great Northern station master at the Red Bull Soapbox race, Alexandra Palace. Govia Thameslink Railway News, views and information for our customers Autumn 2019 gatwickexpress.com @GatwickExpress greatnorthernrail.com @GNRailUK southernrailway.com @SouthernRailUK thameslinkrailway.com @TLRailUK 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 Brighton 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 Govia Thameslink Railway. 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 Cambridge 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 Network Rail. 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 HEADERTIMETABLE 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 Finsbury Park), I’ve Great Northern and Thameslink For example, I helped colleagues the problems. example and learn from the been to our Hornsey 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 Gatwick Express 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.
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