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Govia Thameslink Railway satisfaction data

Note: New franchise from Autumn 2015 combining the former Govia Thameslink Railway and Southern TOCs. From Autumn 2015 results are shown under 'Gatwick Express', 'Great Northern', 'Southern' and 'Thameslink'.

Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on Govia Thameslink Railway.

The top four measures of satisfaction

2012 2013 2014 2015 2016 2017
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
Overall, how satisfied were passengers with the journey? n/a n/a n/a n/a 77% 74% n/a n/a n/a n/a
How satisfied were passengers with train punctuality and reliability? n/a n/a n/a n/a 70% 64% n/a n/a n/a n/a
How good was the cleanliness of the inside of the trains? n/a n/a n/a n/a 65% 65% n/a n/a n/a n/a
How satisfied were passengers with the value for money of the price of their ticket? n/a n/a n/a n/a 38% 36% n/a n/a n/a n/a

To access more detailed data on each satisfaction measure, choose a question:

Govia Thameslink Railway complaints data

Note: New franchise from Autumn 2015 combining the former Govia Thameslink Railway and Southern TOCs. From Autumn 2015 results are shown under 'Gatwick Express', 'Great Northern', 'Southern' and 'Thameslink'.

Transport Focus assists passengers in resolving complaints with train companies through an appeals process.

Transport Focus handled 0 complaint appeals in 2016 about Govia Thameslink Railway.

Using this graph you can explore the appeals to Govia Thameslink Railway.

Top five reasons for complaint appeals in 2016

We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.

The category “Penalty fares/unpaid fares notice/prosecution”, used as the main reason for a complaint, only appears from April 2012 as prior to this it was recorded within “Fares, retailing and refunds”.

2014 2015
Train service performance 0 14
Complaints handling 0 11
Penalty fares/unpaid fares notice/prosecution 3 8
Fares, retailing and refunds 3 5
Information 0 1

Complaint appeals relating to:

Train service performance 14
Complaints handling 11
Penalty fares/unpaid fares notice/prosecution 8
Fares, retailing and refunds 5
Information 1