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Privacy Policy

Southeastern is committed to protecting and respecting your privacy when you use our services

Privacy policy

Introduction and Consent

Southeastern is committed to protecting and respecting your privacy when you use our services.  
This Privacy Policy explains:
  • What personal data we collect from you when you use our website, apps, visit our stations, contact us or use our services
  • How we will collect and use that information
  • How we keep information secure; and
  • How you can contact us if you wish to exercise any of your rights in relation to the information
By providing us with your information you consent to our use of it in the manner set out in this policy.
For the purposes of the Data Protection Act 1998, the data controller is:
London and Southeastern Railway Limited
Friars Bridge Court,
41-45 Blackfriars Road
Our nominated data protection officer is:
Mark Willson
Data Protection Officer
3rd Floor,
Friars Bridge Court,
41-45 Blackfriars Road
More information about the Data Protection Act can be found on the Information Commissioners Website.

Explore our sections below 

Information we may collect from you

We may collect and process information about you when you: travel on our services, visit our stations or car parks, use our website, buy a product from us or make an after sales enquiry, contact customer services.

How we use your information

We will only use the information you provide as permitted by the Data Protection Act. Depending on how you contact us, use our services, the consent you have given, or legal obligations we may have, this will include:
  • To provide you with details of our services, information, newsletters, and details of promotions and offers which we feel may interest you
  • To notify you about our services and changes to these
  • To make and receive any payments necessary between us
  • To carry out our obligations arising from any contracts entered into between you and us
  • For customer service, administration and customer research
  • For your safety and security
  • For fraud and crime prevention
  • To enhance your experience of our website, as described in our cookie policy

Sharing or disclosure of your information

We will only share or disclose your information as set out in this Policy or where permitted by the Data Protection Act and will obtain your consent where we are required to do so. We will only use 3rd parties to process information where we are satisfied that they comply with these standards. We may share or disclose information for the following reasons:
  • We will share the information with our service providers where it is necessary for us to do so in order to fulfill a contract between us or to respond to requests for marketing and/or information from you 
  • To respond to your complaints or administer requests you have made, either to us or another regulatory body such as the Department for Transport; Passenger Focus, London Travel Watch, or other train operating company
  • To process payment card transactions
  • To comply with requests from the police or other law enforcement agencies for the purposes of crime prevention or detection. These are dealt with on a case-by-case basis, to ensure that any disclosure is lawful
  • To comply with other legal obligations for example, relating to crime and taxation purposes or regulatory activity
  • To protect our legitimate business interests, for example, for fraud prevention or revenue protection
  • Where required as a result of the sale, merger, or acquisition of business assets
  • If you have agreed to receive information for survey or research purposes, we may share your contact details with a limited number of parties, but only for the reasons you have agreed to in the survey return
  • Where you have consented, to share with other members of the Go-Ahead Group PLC (registered in England, company number 02100855) (“Go Ahead”), of which we are a member, in order to respond to queries, complaints or a request for information from you, or where Go-Ahead has any services, promotions and offers which we feel may interest you.  Details of other members of Go-Ahead can be found here
  • In respect of information provided to us for marketing purposes only, to the Department for Transport and/or any successor operator of the rail franchise in order that they may contact you for marketing purposes in the event that we cease to operate this rail franchise
  • You can find out more about the information we collect and how we use, share or disclose it by checking out our sections below

Where we store your personal information

The information that we collect from you will only be stored in the European Economic Area (“EEA”) or, where it is necessary to disclose it to our processors located outside the EEA , other jurisdictions which are acceptable according to guidance provided by the Information Commissioner and/or where appropriate legal and security safeguards are in place.

Information security

We use a range of technical and organisational measures to safeguard access to and use of, your personal information. These include structured access controls to systems, network protection, intrusion detection, physical access controls and staff training. 

Your rights

To prevent marketing to you

You have the right to ask us not to process your personal information for marketing purposes. We will usually inform you before collecting your information if we intend to use or disclose it for such purposes. If you do not want us to use your information for marketing purposes either:

  • Indicate this by using the tick box when you sign up or, if you have an account with us, by logging in and changing your contact preferences or
  • To prevent all contact by us you can opt out at any time by contacting us using the following details: online: Southeastern Customer Services, phone: 0345 322 7021

Subject Access

Your are entitled to request a copy of the information we hold about you. To make a subject access request please fill in our Subject Request Form

Once complete, please ensure that a signed copy is sent either:

In a sealed envelope (marked private and confidential) to:

Data Protection Officer
Southeastern Railway Limited
3rd Floor Friars Bridge Court
41- 45 Blackfriars Road
London SE1 8NZ

or, by email to
Please remember to include all the required documentation and the appropriate fee – failure to do so may delay our response.


Please send either a cheque or postal order for £10.00 made payable to London and Southeastern Railway Ltd to the above address.


Cookies are small data files that are placed onto the hardware device which you use to browse the internet by websites that you visit.  Cookies contain information about your visits to that website and the purpose of cookies is to enable our websites to remember you, and your browsing habits, when you visit it again in the future. Details of how we use cookies can be found here.

Changes to this Privacy Policy

We may occasionally update this statement. Your continued use of the site will mean that you accept those revisions.


Camera Systems We Operate

Our CCTV is used to capture, record and monitor images of what takes place at our stations and car parks and on our trains, in real time. In limited circumstances we use body worn cameras which make audio visual recordings.

Depending on the type of camera, images are recorded on video tape (analogue) or as digital information. Cameras can be fixed or set to scan an area. In some circumstances they can be operated remotely by controllers.

Why We Operate CCTV Cameras

We operate CCTV for the following purposes:

  • Health and safety of employees, passengers and other members of the public
  • Prevention and detection of crime and anti social behaviour

Camera Locations

We operate cameras at the stations and car parks we manage and on the trains that we run. Network Rail operate the cameras at some stations that our services stop at. These are shown below:

  • Blackfriars
  • Ebsfleet International
  • Cannon Street
  • Charing Cross
  • London Bridge
  • St Pancras
  • Stratford International
  • Victoria
  • Waterloo East.

Applications for CCTV footage at these stations should be made to Network Rail. Contact details can be found at

Length of time CCTV footage is kept

The general retention periods for CCTV is shown below. This period may vary, depending on the location and system in use.

  • CCTV footage at stations is generally held for 31 days from the time of recording
  • CCTV footage on trains is held for a maximum of 20 days from the time of recording

How to access your CCTV personal data

You can request copies of images or footage of yourself by making a subject access request. The Subject Access Request form explains the information you will need to provide and the charge we make.

Disclosing personal data to the police

At our discretion, we may disclose personal data in response to valid requests from the police and other statutory law enforcement agencies.

Before we authorise any disclosure, the police have to demonstrate that the personal data is necessary to assist them in the prevention or detection of a specific crime, or in the apprehension or prosecution of an offender.

Requests from the police are dealt with on a case-by-case basis to ensure that any such disclosure is lawful in accordance with the Data Protection Act.

Sharing CCTV footage with other third parties

Some of our CCTV infrastructure is shared with the British Transport Police under a data sharing agreement.

In certain agreed circumstances, they may take control of a limited number of cameras and use them for activities such as the prevention and detection of crime and anti social behaviour, policing major events and crowd control. Southeastern is not responsible for the CCTV when it is in the control of a third party.

We may also disclose personal data to third parties, if required to by law. The Data Protection Act allows us to do this where the request is supported by:

  • evidence of the relevant legislation.
  • a court order.

CCTV on replacement buses

Southeastern uses a number of companies to provide replacement buses during disruption or planned engineering. Any CCTV on these buses is the responsibility of the company that runs that particular service.

If you require access to images of yourself recorded by a CCTV camera inside a replacement bus, you should contact the company that operates the service. You can find this information from signage displayed inside each vehicle.

External guidelines and best practice

Southeastern operates its CCTV systems in compliance with the CCTV Code of Practice issued by the Information Commissioner’s Office in 2008. The Code describes best practice standards which should be followed by organisations operating devices which view or record images of individuals. It also covers other information derived from those images that relates to individuals (for example vehicle registration marks).


This section shows the information we collect when you use our website. Before providing us with your details, please read the following important information. 


  • Collection of visitor information
  • Hyperlinks

By using the Southeastern website and its services, you consent to the collection and use of the information for the purposes set out below.

Collection of Visitor Information

We will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 1998.

The details you provide about yourself and any other information which identifies you (‘Personal Information’) is held by Southeastern on this website (the "Site") for operational purposes, for example member registration or processing payments. We may also use your Personal Information to personalise your experience on the Site by informing you of new products or services that we may think are of interest to you.

Southeastern gathers general information about users, for example, what services users access the most and which areas of the Southeastern site are most frequently visited. Such data is used in the aggregate to help us to understand how the Southeastern site is used. We gather this information so that we can continue to improve and develop our services to benefit of our users. We may make this aggregated information available to users of the Southeastern site and also to auditors. These statistics are anonymous and contain no personal information and cannot be used to gather such information.

When you register with Southeastern, set up a travel alert, enter a competition, or buy a ticket, we ask for personal information such as your name, date of birth, contact details, and other details. Once you register with Southeastern and accept our Terms & Conditions, you are not anonymous to us. We may use information that you provide to alert you to our own products and services. We may contact you regarding site changes or changes to the Southeastern products or services that you use.

If you buy a ticket online with Southeastern, we will record your personal details and send you a confirmation email. Your personal data will be used principally to communicate with you with reference to your request.

You may opt-in to receive newsletters, exclusive discounts, special offers and other marketing emails from Southeastern. You may unsubscribe at any time by logging in to your account and updating your preferences. Please note changes to your subscription preferences can take up to 14 days to take effect.

Alternatively email us or write to Southeastern Customer Services, PO Box 63428, LONDON, SE1P 5FD or telephone us on 0845 000 2222. 


We may provide hyperlinks from the Site to websites of third parties. No liability is accepted for the contents of any site operated by a third party which may be accessed via links from the Site. These links are provided for your convenience only and do not imply that Southeastern approves or recommends the content of such sites. We encourage our users to be aware when they leave our site to read the privacy statements of each and every website that collects personally identifiable information. This Privacy Policy applies solely to information collected by Southeastern.

Our Cookie Policy can be found here

Access to our database containing personal information on registered users of the site is restricted. In order to increase security we ask you to input a password when you register as a user of the site. Please keep this password secret. In addition, we encrypt your financial information using SSL (Secure Sockets Layer) technology so that no one else can access your credit card details as they travel through the Internet. SSL is certified by Verisign and is recognised as a secure way to pay on-line. As you may be aware, no data transmission over the Internet can be entirely secure. As a result, while we will always use reasonable endeavours to protect the personal information you provide to us, we cannot guarantee the security of your information and the use of our facilities (e.g. e-mail) is at your own risk. If you have any questions about paying for your ticket through the Site, please contact Customer Services.

Smartcard (The Key)

When you register for “the key” Southeastern smartcard we will use the personal information you supply when applying for, or using, your registered key card.

Personal details we hold

For registered customers, the personal information we hold includes:

  • Name, address, email address, telephone number
  • Password / memorable information
  • Your marketing preferences
  • Your journey history

We store the details of any payment cards used for auto top-up, to add pay as you go credit or to purchase season tickets. This information is encrypted and stored in line with payment card industry security standards.

The Southeastern ticketing system records the location, date and time a key card is used to validate a journey.

If you sign in to your online account, we will collect the IP address used by your computer for the purpose of fraud prevention and detection.

Accessing your personal information

You can see your journey history by signing into your key online account or you can request a copy by calling Customer Services. You can also view your last eight journeys and the transaction details at touch-screen ticket machines at Southeastern stations.

For access to other personal information please see the section on Subject Access requests.

Key Card Privacy Notice

Southeastern and its service providers, will use your personal information for the purposes of customer services and administration, the provision of travel related information, customer research and fraud prevention. If you use your key card in connection with other Train Operating Company products and services, or Transport for London products and services, you will also be authorising Southeastern to share your personal information with relevant Train Operating Companies (TOCs) and Transport for London so that they can use it for the same purposes. Your personal information will be properly safeguarded and processed in accordance with the requirements of the Data Protection Act 1998.

In certain circumstances, TfL and relevant TOCs may also share your personal information with the police and other law enforcement agencies for the purposes of the prevention or detection of crime.

Season Ticket Records

Personal details we hold

When you buy a season ticket valid for one month or more, we keep a record of this on a database. We keep the following details:

  • Name, address and photo card number
  • Phone number and email if you provide them
  • Your marketing preferences
  • The origin, destination and start and end date of season tickets you have purchased, along with any duplicate, replacement or refund of these
  • The method of payment used, but not any payment card details

How we use your personal data

We use this information for customer services and administration, customer research and fraud prevention.

We will only send you information about offers and promotions if you chose to receive it and you can change your marketing preferences at any time. We will not pass your personal information to any other organisation for marketing purposes without your prior consent.

Sharing data with third parties

If you have agreed to receive information for survey or research purposes, we may share your contact details with a limited number of parties, but only for the reasons you have agreed to. 


Our WiFi connectivity technology is supplied by our supplier; Icomera. Visit for more information. 

Your right to privacy is very important to both Icomera and us at Southeastern. When you choose to provide us with information about yourself, we recognise that you trust us to act in a responsible manner. 

It is our belief that this information should only be used to help us provide you with better products and services. 

At times our privacy statement might change, but the usage of the information we collect and the policies regarding the sharing of that information will not. 

Working with Icomera, our objective is to be your partner of choice by providing you with the information and services that are most relevant to you. To achieve this goal, we need to collect information to understand what differentiates you from each of our other unique users. We collect this information in a few ways.


We may track your visit to our site by giving you a “cookie” when you enter. Cookies are pieces of information that websites transfer to your computer’s hard drive for record-keeping purposes. 
Icomera uses cookies to make visiting our site easier. Cookies allow us to save passwords and preferences for you so that you won’t have to re-enter them the next time you visit. 

Cookies help us to collect anonymous click-stream data for tracking user trends and patterns. The use of cookies is now an industry standard, and you’ll find them used on most major websites. 

Most browsers are initially set up to accept cookies. If you prefer, you can reset your browser either to notify you when you’ve received a cookie or to refuse to accept cookies. You should understand that areas of certain sites would not function properly if you set your browser not to accept cookies.

Use of Information

Icomera will collect and store your device’s MAC address for the sole purpose of ensuring use of the WiFi service complies with the terms and conditions. 

Sharing of Information 

The individually identifiable information that you provide will be used extensively within the Icomera website to provide a personalised experience for you. 

Icomera does not sell user information that it has collected over this website. 

Icomera’s use of the information submitted by you may change although the sharing of information will not. 



Revenue Protection and Penalty Fares

Personal details we hold

We may collect a range of personal detail during the course of revenue protection activity. This may include name, address, proof of ID, journey details, payment details, personal descriptions and other information you provide to support an appeal.

How we use your personal data

We only use this information for the administration of the Penalty Fares scheme, collection of unpaid fares ,fraud prevention and the prosecution of travel offences.

Sharing data with third parties

We may share your correspondence with:

  • Penalty Services Limited (PSL) if you appeal a Penalty Notice issued to you
  • Passenger Focus and London Travel Watch, if you have asked them to act on your behalf under a complaints handling procedure. Requests from ombudsmen are dealt with on a case-by-case basis to ensure that any such disclosure is lawful in accordance with the Data Protection Act.

We may also share information with other Train Operating Companies for the purpose of fraud prevention. We will only do this where there is a formal data sharing agreement is in place. 

Customer Database

We collect your information and comments when you contact us by letter, email, web form or phone.

Personal details we hold

We may hold your name, address, email address, phone number, our correspondence with you, the compensation claims you have made and payment made by us, proof of journey or other supporting information you may provide.

To ensure that we carry have an accurate record of dealings between us (and for training purposes) we may, in certain circumstances, record or monitor telephone calls, however you will always be told when this happens.

How we use your personal data

This information is only used for administration of correspondence or processing claims you have made.

Sharing data with third parties

We may share your correspondence with Transport Focus and London Travel Watch, if you have asked them to act on your behalf under a complaints handling procedure.

Requests from ombudsmen are dealt with on a case-by-case basis to ensure that any such disclosure is lawful in accordance with the Data Protection Act.

We may also share information with other Train Operating Companies for the purpose of fraud prevention. We will only do this where there is a formal data sharing agreement is in place.

On our stations we maintain Customer Help and Assistance Points. Depending on the service requested these are linked directly to our Control Centre or to National Rail Enquiries. Calls for Information or Assistance made to National Rail Enquiries are recorded and monitored, but no advance notice is given as this could result in a delay in the providing assistance.