When something goes wrong
Sometimes we get things wrong, and when that happens we’ll do our best to make it right. If you’re unhappy with our service, we want to know.
Customer Satisfaction Board
We review every piece of customer feedback we receive, and if action is needed it is directed to a manager.
Customer Service Managers regularly report to our Customer Satisfaction Board, a team of senior managers that’s responsible for using your feedback to drive improvements across our network.
The Customer Satisfaction Board takes passenger comments and concerns into account when new plans for Thameslink are made. Each plan has an executive sponsor who’s responsible for making sure it happens.
You can read about how recent passenger feedback has influenced our plans for the future in the latest edition of Connections.