FAQs

Engineering Works & Disruption

Will engineering works affect my service?

This will depend on the date and time that you travel. You can find out about any planned works in the planned changes to train times section of this website or by contacting National Rail Enquires on 08457 48 49 50.

What if engineering works affect my service?

If engineering works are being carried out and the line is closed we will arrange alternative transport for all passengers, by way of coaches/buses or arranging ticket acceptance on the London Underground. You can find out what arrangements have been made for a specific journey under the planned changes to train times section.

Why are the information screens sometimes incorrect?

We know that there can be the occasional problems with the automated system. This system works by the train passing over sensors on the track and reporting its position. The weakness is that the train may pass one checkpoint on time, but then have a problem before it reaches the next one. If the system doesn't pick this up accurately it can lead to the displays showing the wrong arrival time.

How often is the information in the Live Departures Board updated?

Updates are continuous throughout the day (every 2 minutes).

What do I do if my train is heavily delayed or cancelled and I need help?

Firstly, speak to a member of staff. If however the station is unmanned, you can contact Customer Relations. Alternatively you can use the Help Point at the station.

Will First Capital Connect wait at stations for late running connecting services?

As a rule services are not held for other late running trains unless it is the last service of the day. If we want to hold a train to meet connecting services, we must have permission from Network Rail. They carefully consider all requests to hold trains, and they will not agree if they feel that holding a service will compromise safety, or delay a number of other services. The reason for this is that each train has its own 'pathway', a place on the system it has to keep to, to avoid holding-up other services and causing an increasing build-up of delays.

If part of my journey is by bus, where will it depart from?

This will depend on the station you are travelling from. Most replacement transport will collect passengers from the entrance of the station, however there are some stations where coaches/buses are too big to enter the front of stations and therefore we designate a pick up point as near to the station as possible. There will be staff available to advise passengers where to wait.

Can I use a different route if there are major disruptions to my journey?

There are occasions when ticket restrictions are lifted to allow passengers to travel on another day or route but this is a decision made on the day of disruption, so you would need to enquire on the day.

Do you provide email or SMS alerts during times of disruption?

If you're using Twitter and travel with First Capital Connect regularly, you'll find our new Twitter service invaluable. By following us on Twitter, you'll be able to receive alerts sent directly to you when problems occur on your route - at no cost whatsoever.

Or you can sign up for real time mobile travel alerts tailored to your needs, whether it is for a one-off journey or your regular commute.

What is the Thameslink Programme? 

The Thameslink Programme represents a £5.5 billion Government investment programme to transform journeys for customers using services on this route. Full details are available at www.thameslinkprogramme.co.uk.