We comply with the Association of Train Operating Companies code of practice which can be downloaded here.
Our commitment to keeping you informed
We understand that providing good, accurate and timely information is a vital part of the service we provide, ensuring you are a well-informed traveller. Working together with Network Rail, and other industry partners, we will do our best to ensure that you have information about the service when making your travel plans and during your journey.
Before your journey
Nationalrail.co.uk has information for all rail services in Great Britain. Here you can plan your journey, check train times, find out how trains are running and look up facilities at stations.
You can create and print out your own customised timetable based around your origin and destination or download it as a PDF document to store on your computer or smartphone. It also has information about planned engineering work and how this may affect your journey. This website will be kept up to date with information and offers that are useful and relevant.
You can sign up to email alerts and follow @nre_SEastern or @Se_Railway on Twitter or download our On Track travel app for iOS or Android to keep you informed of how the service is running, and allowing you to make alternative journey plans as necessary.
If it becomes necessary to put in place a temporary or emergency timetable, we will endeavour to give you as much notice as possible through National Rail Enquiries, southeasternrailway.co.uk, local radio, on-station information and via our email alerts and Twitter.
During your journey
Pocket timetables are available at all our staffed stations with details of train services, bus links and connections with other train operating companies. Posters showing train times are at all stations and notices about planned forthcoming engineering work and how it affects the timetable will be on display.
The majority of our stations have visual electronic display boards showing up-to-date train times. Audible announcements will be made at most stations publicising train running information and other relevant information to reassure you that you’re in the right place at the right time. All our trains have electronic screens and audible announcements so you are kept informed about your journey as you travel.
When things go wrong and the train service is delayed or disrupted we will update industry systems to ensure a consistent message is shown on electronic media including nationalrail.co.uk, southeasternrailway.co.uk and also on our On Track travel app.
We have internal procedures in place that aim to keep customerfacing employees regularly informed and updated so station and onboard staff will make announcements and pass on information they receive whenever possible.
When things go wrong our aim is to ensure you’re told as quickly as possible:
- what the problem is,
- what it means for your journey
- any suggested alternatives
We will update all our information channels as quickly as possible. But there will be times during train service disruption when industry information systems will not always be able to keep pace with the rapidly changing situation. We are working across the industry to improve these systems and to minimise such occurrences.
We also have regular internal review processes which include using customer feedback to ensure we continue to refine and improve the service we provide.
During disruption we have procedures in place that aim to recover a normal service as soon as is practical. In agreement with other train operators we may re-route you where necessary, for example in certain circumstances use of the London Underground may be permitted.
We will also ensure that if you intended to travel on a route that is disrupted with a cheaper fare then that cheaper fare will still apply.