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Meet the Manager

Questions, complaints or concerns about our services? Join us for our next Meet the Manager session for your chance to speak directly to the senior managers and directors in charge of the Gatwick Express network

Your chance to speak to our senior management team

Our Meet the Manager sessions take place during the morning peak from 07:30 to 09:30. We’ve found this is the time when passengers are most likely to be able to stop and talk.

Upcoming sessions

Our next Meet the Manager session will be:

  • London Victoria station on 7 December 2017 from 07:30-09:30am

Recent feedback

Thank you to everyone who took the time to talk with our team at the last session.

A summary of the topics discussed can be found below:

Driver shortages

We have the UK's biggest driver recruitment programme and new drivers continue to join the team. Many of our drivers are also in training. This intensive driver training programme has been impacting performance as we’ve had to release drivers for training on the new trains due to be introduced on the network as well as training for the new maintenance depot at Hornsey.

Our drivers continue to be flexible by working overtime and their rest days and our Control teams are also working tirelessly to run as many services as possible, but unfortunately this hasn't always been possible. We are sorry for any inconvenience caused by a shortage of drivers however it is vital that our drivers are fully trained and able to drive the new trains.

Improved compensation for delays

The Department for Transport announced 'Delay Repay 15' and in the coming months GTR will be offering Delay Repay compensation for services delayed for more than 15 minutes. With millions of journeys made every year on Great Northern and Thameslink, it will take time to put in place the processes and extra staff needed to validate the many extra claims this change is expected to generate but we will do this as quickly as possible. Following its introduction on our services, Delay Repay 15 will be rolled out across the UK network.