16th May 2019

Knowledge Type

Case study Lessons learned report


, Network Rail Ltd

Major Project

Thameslink Programme

Of Interest To

Consultants Contractors Leadership teams Operators Private sector clients Public sector clients

Thameslink: Looking After Customers


Throughout the Thameslink Programme the top priority was to look after customers

This was done through: maintaining train service capacity wherever possible; understanding the touch points prior to, during and after journeys; identifying the best journey options; providing an excellent communications; campaign covering each stage of the programme; highlighting the benefits achieved; ‘This is why… ‘; providing ticket acceptance on alternative routes and types of transport; recruiting additional staff to assist during the major engineering works; encouraging volunteers from the Train Operating Companies (TOCs), Network Rail and Department for Transport to assist.