Contact us

Compensation for a delay

Refunds

Can I get a refund on my ticket?

Different tickets have different terms and conditions. For all information regarding refunds and change of journeys for all ticket types, please visit our refunds page. When you apply for a refund, we aim to process this in 20 working days.

Will I be charged an admin fee?

We offer a money back guarantee for certain ticket types where you will receive a full refund. There may be occasions where you will need to pay a £5 admin fee. For more information please visit our refunds page.

Assisted travel

Lost property

Use our online form below and we'll get back to you as soon as possible - we aim to respond within five working days, but at very busy periods it may take us up to 20 working days

National Rail Enquiries

For assistance to plan you journey, you can contact National Rail Enquiries. The contact details and hours of operation are below:

Website: www.nationalrail.co.uk

Telephone: 03457 48 49 50

Email: customer.relations@nationalrail.co.uk

Twitter: @nationalrailenq

Post: National Rail Enquiries Customer Relations Team
PO BOX 8626
Swadlincote
DE11 1JA

The contact centre team are available 24 hours every day (except on Christmas Day)

Transport for London

Rail Ombudsman

Please give us the opportunity to try to resolve your complaint. If you’re unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman. The Rail Ombudsman is there to help resolve on going complaints between us and our passengers. It’s free to use their services and they are independent of the rail industry. Contact details for and hours of operation are below:

Website (including online chat): www.railombudsman.org

Telephone: 0330 094 0362

Textphone: 0330 094 0363

Email: info@railombudsman.org

Twitter: @RailOmbudsman

Post: FREEPOST – RAIL OMBUDSMAN

The Contact Centre team are available Monday to Friday 09:00 - 17:00.

What we do with your feedback

We review every single comment we receive, and those that need action are passed on to the right manager straight away.

Find out more about how our feedback process works.

Twitter

Tweet us @TLRailUK

Phone

To find train times or for any other queries:

Call 0345 026 4700
(open 07:00-20:00). We aim to answer calls as quickly as possible with most of them answered within 5 minutes. When this is not possible, we may arrange to call you back.

Post

Write to us at:

Govia Thameslink Railway
PO BOX 8644
Derby
DE1 9RQ

Stay up-to-date

Subscribe to email updates. Get travel inspiration, journey updates and exclusive offers delivered straight to your inbox.

We will not pass on your personal information to any organisation outside of Thameslink.

Should we no longer operate the Thameslink franchise, please be aware that we will pass your details to the Successor franchise or Secretary of State for Transport to allow you to continue receiving service and/or marketing emails if you have consented to them.

Subscription confirmed

Thank you for subscribing to receive relevant updates from Thameslink.

Subscription Failed

Something went wrong with your submission, please try again later.

Contact us

Can I get a refund on my ticket?

Will I be charged an admin fee?

Contact us

What would you like to contact us about?

Other contacts

What we do with your feedback

Explore Contact us

Twitter

Phone

Post