This week marks 100 days since Greater Thameslink Railway (GTR) services transferred into public ownership, with improvements already being delivered for customers across Thameslink, Southern, Great Northern, and Gatwick Express.
Since transferring to DfT Operator Limited (DFTO) on 31 May, GTR has been delivering on commitments set out when it came into public ownership – working to improve customer experience, with a particular focus on improving trains and stations, reducing disruption, and providing better support for customers.
Public ownership puts passengers at the heart of the railways. It is delivering an improved service to customers by enabling publicly owned train operators and Network Rail to work together to build Great British Railways (GBR). GBR will improve performance and customer experience while working to provide value for taxpayers, empower colleagues, and continuously prioritise safety and sustainability.
Whilst there is more to do, a number of improvements have already been delivered across the network. These include:
- Improving reliability through new signalling technology in the Thameslink core between Farringdon and Blackfriars. A secondary signalling system is being installed, with the first element of the technology already in use and helping to prevent failures that would otherwise cause widespread delays.
- Increasing driver numbers across Thameslink and Great Northern, helping to reduce train crew-related cancellations by 69% compared with last year from May. Our driver programme will deliver an additional 75 drivers on Thameslink and Great Northern by the end of 2026.
- Expanding Gatwick Express services during the peak summer holiday with new early morning and overnight trains, with double the number services to come in December.
- Introducing automatic ticket acceptance across participating publicly owned rail operators, allowing customers whose trains are cancelled to use alternative services at no extra cost.
- Opening Cambridge South station, with more than 110,100 customer journeys made to and from the new station in its first month, connecting people with jobs, homes and opportunities across the region.
- Investing £3.6 million in cleaner trains, with 111 Thameslink Class 700 trains deep cleaned, 34 polished and 251 of 455 toilets refreshed so far.
- Providing more visible support for customers and colleagues, with 110 Travel Safe Officers working across the network to provide assistance and reassurance.
Other improvements during GTR’s first 100 days in public ownership include the launch of Model Stations at Elstree & Borehamwood and Gipsy Hill, additional Gatwick services during the peak summer holiday period, and new benefits for customers travelling to the airport, including fast-track security and discounted lounge access.
GTR is also spearheading the £1.4 billion Government-funded East Coast Digital Programme, with Great Northern operating the first passenger services on the East Coast Main Line using digital in-cab signalling technology, which will help deliver more efficient, more reliable and greener services in future.
John Whitehurst, chief executive officer at GTR, said: “Over the past 100 days, we’ve consistently asked ourselves a simple question: will this improve the experience of the people who rely on our railway day in, day out? That’s the mindset we’re building across GTR and the standard we’re setting for ourselves.
“I know some customers will feel there is still a long way to go, and they are right to expect more. But we are making progress, from reducing train crew cancellations and investing in cleaner trains, to improving the resilience of the Thameslink core and providing better support when journeys are disrupted, we are making practical changes that customers can see and feel.
“The first 100 days under public ownership have provided an opportunity to reflect on that progress and to build on the momentum. Our focus is firmly on continuing to improve reliability, improving the customer experience, and earning the trust of the communities we serve.”
DfT Operator Limited (DFTO) is the Government’s rail owning group and delivery partner for its flagship Public Ownership Programme. It is responsible for bringing all the DfT-managed and privately-owned train operators into public ownership, ahead of the creation of Great British Railways (GBR). Eight in 10 passenger rail journeys that GBR will ultimately be responsible for are now delivered by publicly owned operators under DFTO.
Image credit: GTR
