A little connection can go a long way - UK’s largest train operator sparks commuter conversations

• Today, on World Mental Health Day (10^th October 2025), and as part of an ongoing partnership with Mind, Govia Thameslink Railway (GTR) handed out complimentary coffees with prompts, designed to spark conversation and give customers a boost as they passed through London Blackfriars station
• Psychologist of Kindness and expert in human connection, Dr Gillian Sandstrom, supported the campaign to show how small acts of kindness can boost wellbeing
• New research from the rail operator shows that more than 8 in 10 (83%) of us say a compliment or small act of kindness lifts their mood

One in four UK adults will experience a mental health issue at some point each year*. Today, on World Mental Health Day, Govia Thameslink Railway has launched ‘Coffee Cues’ with mental health charity, Mind, to highlight the importance of human connection on wellbeing.

GTR surprised morning customers with complimentary coffees, designed by illustrator Rosie Pink, with prompts such as ‘you’re valued’ and ‘here to talk’ to spark conversation and give travellers a boost as they passed through the station. This was in light of new research from the train company, which revealed 4 in 5 of us (83%) believe that a compliment or small act of kindness boosts our mood, with almost half (49%) believing this boost lasts the entire day.

Dr Gillian Sandstrom, a Professor in the Psychology of Kindness at The University of Sussex, and author of the forthcoming ‘Once Upon a Stranger: The Science of How ‘Small’ Talk Can Add Up to a Big Life’, partnered with the train company based on her wealth of experience, which looks at the role human connection has in boosting our mood. Speaking about the activation, she commented:

"Many people are reluctant to speak to a stranger because they worry that it might feel awkward for them and the other person. However, research studies have found that we worry far too much, and instead, people consider a compliment or a friendly chat to be a noteworthy act of kindness that makes them feel happy, connected, and seen. Belonging is so fundamentally important to humans that our well-being (and even our health) suffers when we feel ignored or unnoticed. That’s why something as small as a compliment can go a long way, and we can see that this sentiment has been clearly reflected in this campaign.”

When reflecting on their own experiences with mental health, Ricky Nuttall, 44, a train driver at Govia Thameslink Railway, said: “As someone who’s faced my own battles with mental health, I know how isolating it can feel when we are disconnected. But sometimes, all it takes is a simple moment of connection to remind us that we’re not alone. The coffee handout for World Mental Health Day at London Blackfriars shows how even the smallest gestures can bring warmth when it’s desperately needed and remind us that hope can be seeded in the simplest of ways.”

Louis Rambaud, Chief Customer Officer at Govia Thameslink Railway, discussing the initiative said: “One in four of us will face a mental health challenge in our lifetime, yet too often we struggle to talk about it. This activation is a simple way to show that small gestures like sharing a coffee or giving a compliment can have a lasting impact on someone’s day. We hope this campaign encourages thousands of commuters to pause, connect, and carry forward the power of kindness.”

Discussing the campaign, Andrew Berrie, Head of Corporate Partnerships at Mind, said: “Small acts of kindness may feel insignificant in the moment, but connection can give people hope and a sense that they matter. Human connection is really important for our well-being, especially for those of us with a mental health problem.

“Through Coffee Cues, we want to remind everyone that reaching out, even in the simplest way, can make a real difference.”

Throughout the rest of October, four train seats will be positioned at London Blackfriars station in front of a specifically designed installation which directs travellers to Mind’s resources and encourages people to sit, pause and connect, while also visually representing the 1 in 4 statistic. If desired, donations to Mind can be made via GTR's website.

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Notes to Editors

Survey methodology:
Nationally representative survey of 2,000 UK adults commissioned by Govia Thameslink Railway and conducted by Opinium between 5th to 9th September.

* The Big Mental Health Report 2024 - Mind

Dr Gillian’s tips on how to start a conversation with a stranger on the train:

1. Ask a question. Be observant and tap into your curiosity. Ask about the lanyard or pin or race t-shirt they’re wearing. Ask about the game they’re playing on their phone or the book they’re reading (but don’t interrupt either).

2. Bring their attention to something you have in common. If they’re wearing a t-shirt for your favourite band or earrings in your favourite colour, or they’re watching your favourite Marvel film, use it as a conversation starter. Point out something unusual or interesting that you’ve spotted.

3. Be kind. Offer to help someone carry a heavy bag or pram, or find their platform. Compliment them on their interesting tattoo, their funky fingernails, or their well-behaved children. Or make them smile with a funny comment (if that’s your thing).