How requests for information are handled at the station
As well as tools for our customers, we have several internal systems that enable our colleagues to have the latest information to assist with customer enquiries. These include live maps showing in the real-time location of trains and internal messaging systems providing a live feed from our Control room.
How information about train schedules, fares and platforms is provided
Through our website we provide several journey planning tools including;
- Journey Planner: incorporating real-time information about delays, disruption and platform numbers our journey planner provides details of journeys between any stations on the GB rail network, and includes details of alternative routes that customers may need to take during disruption. Information is provided up to 12 weeks in advance of travel and also includes fares and the ability to purchase online.
- Downloadable timetables: Covering all Southeastern routes, including SeatFinder timetables that indicate those trains which are expected to be busy. These can be found on our timetables page.
- Engineering work: Details of planned changes to our timetables for maintenance and improvement work are available on our planned engineering work page.
- Live Departure Boards: showing upcoming departures (and arrivals) for any station on the GB rail network. These include the platform number (when it’s confirmed) together with the latest status of the train, including details of delays or cancellations and the reasons for these. Our live departure boards will also show the number of coaches on the train (where available) together with the usual seat availability (for most Southeastern services).
- Southeastern app: Providing personalised real-time information and journey planning for the GB rail network together with the ability to purchase tickets and pre-load our smartcard, The Key. You'll also find SeatFinder information to see how busy your train will be and toilet availability data for your train. Push notifications also being available, when there's disruption to services, a change to station facilities or where the train is running with fewer carriages then normal. Our Southeastern app is available for download from Google Play or the App Store.
- Live Disruption Map: showing the real-time status of our network and highlighting any location(s) where there is disruption. The live disruption map now incorporates a 'calendar' view, so that customers can see a visual indication of routes affected by engineering work up to 12 weeks in advance.
Ticket buying facilities
All our stations have self-service ticket purchasing facilities and most stations have a ticket office. Details of ticket office opening hours are available on our station information page.
We also provide our contactless smartcard, The Key which can be loaded online, via the Southeastern app as well as at stations.
Tickets, including eTickets and sTickets, can also be purchased through our ticketing website or via the Southeastern app for all journeys on the GB rail network.
Availability of staff at the station for information provision and ticket sales
A significant number of our stations have staff on-hand to assist customers with information about their journey and to purchase tickets. For details of those stations which have staff-on hand, together with the times they are available, visit our station information page.
Where a station doesn’t have staff available, a “Help Point” is provided which customers can use to connect with one of the team, 24 hours a day.
How information to disabled people and persons with reduced mobility is provided
Customer journey information
All Southeastern stations, and the stations at which we call have Customer Information Screens (CIS). These display details of the next train to depart the station, as well as calling points. In addition, most of our stations have a public address (PA) system which provides audio details of the information displayed on the screens.
All Southeastern trains have Passenger Information System (PIS) which provide visual updates of the journey and automatic announcements about the stations the train will call at. Where we have on board staff, such as conductors or On Board Managers they will also do their best to walk through the train to provide information to all customers.
During planned disruption any customers booking assistance, are advised by our customer services team in advance of travel.
We are currently reviewing how we update and what accessibility information is available at stations and on our website during planned disruption. When there is disruption affecting a journey this will be displayed on customer information screens and through PA announcements at stations. The on board staff on trains will also make announcements about delays, diversions or terminations of service.
You can access information about disruption on our live travel information page, the Southeastern app, through X @SE_Railway or by checking National Rail Enquiries (NRE).
You can access information about planned disruption at stations on our planned engineering work page or through National Rail Enquiries, which will give details of the accessibility of rail replacement services.
Changes to working facilities at stations will be posted as an alert message on the corresponding National Rail Enquiries station page. We have also introduced messages about non-working lifts to our station customer information systems so that when a train is going to be calling at a station where the lift is currently not working, this will automatically be announced on the station display so customers can make alternative arrangements with our staff.
We will do our best to display signage at stations that are affected, such as a lift being out of service, to make all customers aware. If you are on a station or train and notice that something is out of order, please make station or on board staff aware. You can contact us at @SE_Railway, or via our Passenger Assist team if you are on a train and unable to get the train crew’s attention.
If any facilities have been changed from what you expected or booked, our staff will work with you to find the best travel solution for you.
Information points, help points and contact centres
Information on the services Southeastern operates and services operated by train companies that run through stations we manage can be found at our ticket offices, which are also information points on our stations when open. Information about fares, timetables and connections can also be found here, as well as up to date information about any delays or disruptions affecting rail services. They will also be able to confirm any bookings made for the Passenger Assist service. These information points are indicated using the universal ‘I’ sign for information.
The meeting point for booked Passenger Assist will be at the ticket office, the gateline (if there is one), or the platform office. At unstaffed stations when boarding a service with on board staff, please wait on the platform. You can check out our station information page where you'll find each station meeting point is listed.
If you need information about the accessibility of other forms of transport from the station (such as buses, London Underground, trams, metro and taxis), our staff will do the best they can to help you. They may not have access to this information but they will be able to help you with where you can find it.
We’ll make sure that information regarding the services we provide is kept up to date and continuously made available to other train companies and station operators – including information regarding delays, diversions or other events that may impact your journey.
If you require live train running information on the day of travel then please speak to a member of station staff, use the Southeastern app, follow us on X @Se_Railway or use our journey planner. Our customers can also contact us on WhatsApp 07866 002 690.
At our larger stations we will have leaflets and posters available regarding our services and those of other train operators who serve the station. These will be placed at varying heights accessible to you. We also provide posters on our stations, which give you information about local services and transport available from that station, as well as indicating the nearest staffed station if required.
You can find Help Points labelled “Assistance Points” at all of our stations where you can speak directly to an operator who can make arrangements to assist you. Use the Assistance Button to contact a member of the team.
Information regarding all national train services is also available by contacting National Rail Enquiries:
- Tel: 03457 48 49 50
- Website: www.nationalrail.co.uk
- Text Direct: 0345 60 50 600 (for people who are hard of hearing or deaf)
Websites
We continue to develop our websites to ensure they meet AA Web Content Accessibility Guidelines (WCAG) compliance, an industry-recognised standard for web content accessibility.
The Southeastern website has been designed to work with screen readers, magnifiers, voice over software and in-browser accessibility functions. To help you find the information you need we also provide a link to our Accessibility content from our homepage.
It has everything you need to help you book assistance and purchase a ticket to travel (including details of discounts available to disabled customers). It also includes a direct link to our station information, which includes information about station facilities and staff availability, as well as a Rolling Stock guide that contains details of onboard facilities.
In addition, there’s a link to enable you to access the Making Rail Accessible customer leaflet and details of how to obtain it in other accessible formats. You will find information on how you can provide feedback or make a complaint and we include information on the availability of redress for when assistance has not been delivered as booked. You will also find links to other relevant information.
You can also book Passenger Assist and track your requests through the new Southeastern app.
Create an Accessibility Profile to make booking Passenger Assist even faster.
Download our new app for free the App Store or Google Play.
For further information check our Accessible Travel Policy.
