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Steady Improvements A view from above Blackfriars station. Govia Thameslink Railway News, views and information for our customers September 2018 gatwickexpress.com 0345 850 1530 @GatwickExpress greatnorthernrail.com 0345 026 4700 @GNRailUK southernrailway.com 0345 127 2920 @SouthernRailUK thameslinkrailway.com 0345 026 4700 @TLRailUK STEADY IMPROVEMENTS 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 On the cover: Staff and volunteers at Lewes station PATRICK SAYS Our new CEO on his first two 3 months with the business PATRICK WE WILL RESTORE TRUST 4 Stuart Cheshire, Passenger Services Director says... for Thameslink and Great Northern says the service will recover passenger trust e spoke to GTR’s faced in spring/summer. He said: lessons learned since May. Find new Chief Executive “We must continue to make it out more about this on pages 4 WOfficer, Patrick a key priority to deliver for our and 12. 11 Verwer to get his thoughts about customers, day in day out, so they Patrick wants to build upon MEET ROSE his first two months in the job. can plan their journeys and lives.” what has already been delivered, HELPING STAFF TO Patrick spent a lot of time out We spoke about the steady to transform the railway in the Rose Hewett on her HELP CUSTOMERS and about on the network meeting improvements to services since face of continued growth in 6 roving role to raise Angie Doll, Passenger Services Director for colleagues in his first eight weeks. July. Patrick believes that “rigorous passenger numbers. Looking frontline standards When we asked him what his early planning and tight programme forward he said he’ll “spend time Southern and Gatwick Express says helping impressions were, he said: management are essential to improving the company’s culture customers is top priority “We have great people in GTR. provide a reliable service, and and constantly challenging the way They are extremely dedicated and getting people to work and we do things to improve customer TIMETABLE 15 it is clear that we all care a great home on time”. His teams and service.” He concluded by saying: What we are doing to fix things STAFF deal about delivering excellent Network Rail are putting in place “I want us to be much bolder and 12 after the May disruption SUPPORT customer service.” initiatives to address some of the not afraid to do things differently.” How we’re As well as talking to colleagues, 13 FLEET investing to help Patrick met with passengers at frontline teams the Meet the Manager session New trains and improvements he attended at London Victoria station in August. Reflecting on his conversations, he said: “We have COMPENSATION FOR MORE CUSTOMERS a huge responsibility as customers GTR has expanded an industry compensation in any week, Monday to Sunday, in the period 20 use our services to organise their scheme to include non-season ticket holders who May to 28 July. lives. That is why we have to travelled regularly in the eight weeks following A dedicated GTR team is managing the scheme, put the customer at the heart of May’s timetable change. taking customer calls and handling claims and everything we do.” It follows July’s announcement of compensation enquiries. Of course, he is acutely aware for qualifying Thameslink and Great Northern season The industry compensation is offered in addition of the recent difficulties, and ticket holders most affected. to Delay Repay and enhanced compensation. appreciates that many passengers Qualifying non-season ticket holders are those For more information and to check your eligibility invest a great deal of trust in who made a minimum of three days’ return travel visit: https://railcompensation.thameslinkrailway.com/ the railway. On this, he wants to apologise for the challenges 2 _Autumn 2018 Autumn 2018_ 3 PSD UPDATE PSD UPDATE WE WILL RESTORE AND REBUILD PASSENGERS’ TRUST IN US Stuart Cheshire, Passenger Services Director for Thameslink and Great Northern, says a united approach will deliver the service promised to passengers after an unprecedented period of disruption. lot has happened since the last will reinstate the full Monday – Friday edition of connections. In particular, timetable initially expected in May. By Asince the introduction of the July December we’ll run over 3,600 services timetable we have seen performance on both a day compared with 3,200 before 20 May. Thameslink and Great Northern significantly (For more information, see page 12) RAIL AND improve. I want to take a moment to offer a personal apology for the disruption you felt, CUSTOMER FACING TEAMS THE COMMUNITY following the May timetable change. From drivers and station managers to Community partnerships up and down the As an industry, we are working together to passenger hosts and customer service staff, network help volunteer groups to make make sure it never happens again, learning our customer facing teams dealt with difficult the most of their local stations. our lessons about what went wrong. The ORR situations in May 2018. On a daily basis, they Stuart said: “A new partnership inquiry published this autumn will help us felt the anxiety our passengers were feeling. with a prison will see prisoners make do that and to fully recover the service that On behalf of my team, I want to say a supporting our colleagues and passengers planters for our stations as part of their passengers deserve and expect. huge ‘thank you’ to them for handling an more in the coming months. rehabilitation. In return, I will visit the We’re currently running over 200 more unprecedented level of disruption. I am prison with our HR director once a month services every day than prior to 20 May. incredibly proud and grateful for the work IMPROVEMENTS TO to help prisoners with their rehabilitation More peak services were introduced they did during those weeks and they have INFRASTRUCTURE back into society. in September. my sympathy for what they went through. Network Rail is carrying out a £95 million “Many of our community partnerships A further timetable change in December My leadership team will now focus on package of improvements to accelerate the are long established. They continue to do recovery of the service, in particular on the great things all over the network, even East Coast Main Line and Midland Main Line. during the recent disruption, which is Since last June, track and rail replacement fantastic.” work has improved reliability. Delays caused by track defects have fallen by 34%. I’d like to offer a Upgrades and installation of new lineside massive apology for fencing, due to be completed in December, the disruption felt have contributed to a 62% reduction in by passengers. delay minutes. The introduction of new features like remote condition monitoring will help Network Rail predict failures before they happen. They are clearing more vegetation than usual for the autumn period and making a range of improvements at stations, including installing new lighting. All these improvements will help support a more The Class 700 running on Thameslink and Great Northern routes robust, reliable service. was recently named Train of the Year at the Rail Awards 2018. 4 _Autumn 2018 Autumn 2018_ 5 PSD UPDATE PSD UPDATE CHRIS FOWLER, HEAD OF ON-BOARD ANDY LEISTER, Recruitment: We’ve been hiring constantly over the last year and HEAD OF STATIONS, HELPING STAFF TO now have more people on trains than we have ever had before. SOUTHERN Eastbourne station now HELP CUSTOMERS Training: The training that staff receive has also been improved. has a new entrance to the We are really seeing the benefits, with a record number of stations. A new ticket office Angie Doll, Passenger Service Director for Southern and Gatwick Express, customer compliments for on-board staff. is underway there and at says we know how important it is to be able to help our customers. Tulse Hill. On-board Co-ordinator: We have introduced a new On-board A number of schemes to CELEBRATING OUR Co-Ordinator role within Control. This team makes sure that on- make improvements such as TRAINEE DRIVERS board staff are in the right places and aware of any customers with waiting rooms at toilets at Our new drivers now have a assistance needs who have booked on to their train. some of smaller stations are graduation ceremony when they planned by the spring of 2019. complete their class room training. The first ceremony took place for Our employee and timetable Right time 22 drivers in June. champions have been invaluable in We have worked on We felt it was important that helping frontline staff understand improving our train dispatch we celebrate with their family more clearly how they can do processes to help ensure members on completing such a their job better within the new right-time departures from significant phase in their training timetable. Despite the tough time our stations. At some to recognise their achievement. they experienced in the early stations, such as Redhill Unless you have been through the weeks of the new timetable, many and East Croydon, we have training programme you don’t staff have told me that they think it introduced additional realise the amount of personal is better operationally. dispatch staff to reduce the commitment needed to make it We are rolling out online training, time trains are stood still. to this stage. their peers was the best way. mile to make sure all their fellow new phones and apps to staff to Fourteen staff, from stations, on- colleagues understood why, provide them with the right skills continue to flourish up and down EMPOWERING STAFF board and driver roles, volunteered what and how the changes to and equipment to be as helpful as our network.
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