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Last updated: 10:58

If you're on board one of our trains and the train is delayed or cancelled, please listen to the on-board announcements for advice. 

If you need more information, you could:

If you arrive 15 minutes or more late at your destination because of a delay or cancellation to a Southeastern service, you can claim Delay Repay

Live information on on-board toilets is now available through our Southeastern app.

Our carriages have a scrolling ‘Passenger Information Screen’ that lets you know your train’s calling stations. There will also be an on-board announcement to tell you your next station.

You can also download our On Track app or use our travel tools to check your journey.

We have asked our Engineers to disable the heating on our older trains during the summer months. This decision was made following feedback from some of our passengers who were too hot on our older trains.

The heating is disabled from the start of service until 8pm. We know this might not be helpful when the weather is much colder than normal, but we trust you’ll notice the benefit of this decision once the weather warms up.

You can charge your devices only on our high speed trains. There are plug sockets under the seat, with additional USB ports.

If you see a plug socket on any other train, please do not use them.

Smoking is banned from all areas of our stations and trains, this includes the full length of platforms and the entrances to our stations.

‘No smoking’ posters and signs are in place warning passengers about this.

Electronic cigarette devices cannot be used on our trains or at our stations.

You can take your bike on any service during Off Peak, weekends and Bank Holidays. At other times you must follow our cycle policy.

Brompton cycles or other folding cycles can be stored in the overhead storage compartments. For cycles that can’t be stored away we do ask you please don’t obstruct doorways or aisles, lock it to any part of the train or leave it unattended.

If your bike is in a wheelchair space, you must remove it if a passenger using a wheelchair needs it.

All scooters must be folded throughout your journey and should be stored in luggage racks onboard, so that they do not create an obstruction. Scooters which do not fold can only be carried under the same conditions and policy as that which applies to bicycles. 

For more information visit our Cycle Policy page.

Please do not ride e-scooters or kick scooters on our trains or at stations.

Yes, man’s best friend can travel on Southeastern services. It’s free for up to two small dogs to travel. They must be on a lead, kept off the seats and not be a nuisance to other passengers. For more information, please view our pet policy.

The luggage racks above seats are suitable for suitcases and bags which would normally fit into a plane’s overhead compartment – see luggage dimensions here.

Some services have specific space for larger suitcases, please call customer services on 0345 322 7021 for more information.

Our employees will assist you with luggage, only if they are physically able to.

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