How requests for information are handled at the station
As well as tools for our passengers, we have several internal systems that enable our colleagues to have the latest information to assist with passenger enquiries. These include live maps showing 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 passengers 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. We also include details of whether the train is scheduled to have toilets or not. And, in our Metro area, if the train is scheduled to be formed of one of our “City Beam” trains which have air conditioning.
- 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. A Step Free Journey Planner also allows customers to plan their journey by using only step-free stations and interchanges. 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.
- Customer Information Screens: as well as the real-time status of each train, our Customer Information Screens are able to show:
- The expected arrival time and the reason for any delay
- The current / last known location of the train
- The expected arrival time of the inbound service at the origin location
- The length of the train
- Details of whether the train has toilets and their availability
- Expected arrival times at each calling point
- Whether there’s a risk of disruption that will impact the journey
- The status of connecting services e.g. London Underground
- Train specific upcoming changes, e.g. timetable changes
- Details of lift availability at intermediate calling points
- Alternative options when the original destination is cancelled
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.
The table below shows Schedule 17 data for all Southeastern stations in the RSP Year 2026:
| P1 - 26 |
87.62% |
90% |
| P2 - 26 |
86.34% |
90% |
| P3 - 26 |
88.01% |
90% |
| P4 - 26 |
88.12% |
90% |
| P5 - 26 |
87.34% |
90% |
| P6 - 26 |
85.04% |
90% |
| P7 - 26 |
88.44% |
90% |
| P8 - 26 |
89.90% |
90% |
| P9 - 26 |
88.65% |
90% |
| P10 - 26 |
86.72% |
90% |
| P11 - 26 |
92.27% |
90% |
| P12 - 26 |
88.65% |
90% |
| P13 - 26 |
92.46% |
90% |
How information to disabled people and persons with reduced mobility is provided
Passenger 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 Systems (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 about 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 at a station or on a 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 also act as information points at our stations when open. Information about fares, timetables and connections can 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. 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 station meeting point(s) 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 d/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 on a case-by-case basis for when assistance has not been delivered as booked. You will also find links to other relevant information.
We comply with the Consumer Rights Act 2015 and, in line with National Rail Conditions of Travel, we will consider additional compensation complaints for any losses or extra costs caused by a service failure, that is within the control of Southeastern. This will be on a case-by-case basis.
This does not affect your legal right to make a claim under the Consumer Rights Act 2015, although you will not be entitled to recover the same money twice. 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 the Southeastern app on the App Store or Google Play.
For further information check our Accessible Travel Policy.
Ashford International to London St Pancras
