Let's travel safely this Summer

Yes. We want everyone to be able travel with confidence and our safer travel pledge means that we’re taking extra steps to make everyone’s journeys safe. 

We’ll maximise the amount of space on our trains by running more trains and carriages to make extra room, boost cleaning by cleaning trains and stations more regularly, help with hygiene by making it easier to keep your hands clean, and increase staff and improve information to help you travel safely.

It’s better to plan ahead and travel at quieter times if you can.

It’s better to avoid travelling between 6 am - 9 am in the morning, and between 3 pm - 6 pm in the evening if you can, as these are our busiest times.

At present we’re running approximately 98% of the trains that would normally be in the timetable. 

On September 7 we added more trains to the timetable, with services similar to those running before COVID-19.

Online journey planners and timetables have now been updated, including details of Advance fare availability.

We can’t say for sure in these uncertain times. However, the next planned timetable change is on 13 December when we aim to be able run 100% of services. 

We will also be running our leaf fall timetable this year from October 12, which sees a few minutes added to journey times to allow our train drivers to safely drive in autumn conditions.

We want to give all our passengers the most frequent service we can. This has to be balanced with those stations that have more passengers, and so need more trains.

When developing the timetable, our train planners look at where capacity is most needed and how they can ensure the most reliable service.

Where possible we will always ensure that we consult with our stakeholders on major timetable changes so that the needs of the passengers that they represent can be properly considered.

Owing to the exceptional circumstances from Covid-19 outbreak we have had to make changes with very limited time for feedback. However, we continue to consider any feedback we receive, and we plan to run full public consultations again when the situation returns to normal.

Children under 11 do not have to wear a face covering. The following exemptions to wearing a face covering also apply - 

• if you have a physical or mental illness or impairment, or a disability that means you cannot put on, wear or remove a face covering
• if putting on, wearing or removing a face covering would cause you severe distress
• if you are travelling with, or providing assistance to, someone who relies on lip reading to communicate
• if you are travelling to avoid injury or escape the risk of harm, and you do not have a face covering with you
• if you need to remove it during your journey to avoid harm or injury or the risk of harm or injury to yourself or others
• if you need to eat, drink, or take medication you can remove your face covering
• if you are asked to remove your face covering by a police officer or other official, for example to check your railcard

There’s more information about wearing face coverings on public transport on the Government’s website. 

If you’d like to signal that you are exempt from wearing a face covering, you can download and print off a face covering exemption card, bring it with you on your train journey, and show it if you need to.
If you don't have a printer, you can download a mobile-friendly version of the card here. 

We’re confident that the vast majority of people are going to want to do the right thing and consider others by bringing and wearing a face covering while in stations and on trains.  

If someone isn’t wearing a face covering, they’ll be reminded of the rules and told where they can get one – for example, at vending machines at stations, in shops or online. 

Only as a last resort will British Transport Police issue someone with a fixed penalty notice (effectively a ‘spot fine’). 

You can buy disposable and reusable face masks online or in many shops.

At London terminal stations that are managed by Network Rail (Cannon Street, Charing Cross, London Bridge, Waterloo and Victoria) you can ask a member of Network Rail staff for a face mask should you need one. 

At a number of Southeastern stations you will also see vending machines which dispense face masks and hand sanitiser. Southeastern are not making a profit on the sale of these items.

There are many sources of information online on how to make a face covering yourself using a piece of material and elastic, or an old T-shirt, for example.

For advice on appropriate face coverings please visit the BBC website.  

Our staff are here to help you get safely wherever you need to go – and so we’d ask that people respect and listen to staff as they are there to help you.

Wearing a face covering helps give people who need to travel by train the confidence to do so, so please plan ahead and consider others.

Face coverings are mandatory on trains and in all enclosed areas of our stations, including ticket halls, footbridges, underpasses, waiting rooms and lifts. We’d encourage passengers to wear face coverings when entering the station so that they do not hold up others at ticket barriers or when boarding a train.

The health and safety of our staff, who are key workers, is paramount and we are working closely with them and their representatives in the trades unions on this issue.

You should expect to see staff wearing face coverings in all public areas, but not in ticket offices where staff are behind a glass or Perspex panel.

You’ll also see our train drivers wearing face masks if they are in a train cab with another member of staff.

While social distancing will be maintained where possible, during this current spell of hot weather our local managers have temporarily relaxed the requirement for staff to wear face coverings or visors so that they aren’t wearing them all day – allowing them to do their jobs safely. 

Staff aren’t required to wear face coverings by the new law, but we’d ask our passengers to please wear one. 

If a passenger wishes to report someone for not wearing a face covering, they can alert a member of railway staff or a member of the British Transport Police by texting 61016.

However, please be considerate of others – as not all disabilities can be seen and there are some people who may be exempt from wearing a face covering for medical reasons.

Hand sanitiser points have been installed at 20* of our stations so far, and we plan to install them at all of our staffed stations.

Some of the larger stations on the network will also have vending machines which dispense hand sanitiser, as well as face masks.

In general, we’d advise you to bring your own sanitiser, as hand sanitiser will not be provided on board our trains. 

*Hand sanitiser points currently located at: Ashford International, Bromley South, Chatham, Dartford, Faversham, Gillingham, Greenwich, Herne Hill, Hither Green, Maidstone East, Lewisham, Orpington, Ramsgate, Sevenoaks, Sidcup, Sittingbourne, Strood, Tonbridge, Tunbridge Wells, Woolwich Arsenal.

Our staff are available and happy to help you and assist with your journey. 

Our Passenger Assist service remains available and has not changed, and we want to reassure you that you will still get the help that you need for your journey. 

More information is available on Assisted Travel below. 

At some stations on our network, there may be a one-way system in place so that we can safely control the flow of passengers onto our platforms and trains, aiding safe social distancing. This will look similar to the one-way systems that have been set up in supermarkets and you will see posters and signage pointing you in the right direction. 

At some stations you will also see vinyl floor stickers or other markings to help you stand in the right place. 

At some stations you will also see vinyl floor stickers or other markings to help you stand in the right place.

We have also put in place other measures like taping off seats to avoid people sitting too close to each other, although we have had to close waiting rooms at some stations where social distancing cannot be achieved.

You may find that parts of other facilities are unavailable, such as within toilets, although we are keeping all station toilets open.

On station platforms, our staff will use all available platform space when working with other colleagues so they comply with the social distancing guidelines, and will avoid face to face contact with their colleagues and passengers, making sure to avoid physical contact except where passenger assistance is required (such as for a partially-sighted passenger).

Announcements will also be used to encourage social distancing on the platforms, and you may notice that some of our staff will use body worn video (BWV) for everyone’s safety and security.

Some people may not be able to wear a face covering due to medical conditions which may not always be apparent. Please do not confront other passengers. Anyone that isn’t exempt from wearing a face covering can get a £100 fine from the police or Transport for London enforcement officers.

Rail staff engage and educate customers about the mandatory use of face coverings when they travel by train and encourage people to wear them. The vast majority of people do the right thing and help protect others by bringing and wearing a face covering while in stations and on trains. Unless they have a good reason, those that don’t wear a face covering could receive a £100 fine from the British Transport Police.

You should stand well clear of the doors in order to provide a safe distance between boarding and alighting passengers before boarding a train.

We have messages on train doors to remind people to stand well clear and allow for social distancing.

Please plan your journey to avoid peak travel. 

If the train you want to catch is full we recommend you wait for the next one. 

If that isn't possible, please make sure you wear a face covering and maximise your social distance. 

Posters within carriages remind everyone of the need to keep to social distance guidelines. 

These are placed at the ends of each carriage.

We are confident that the vast majority of people are going to want to do the right thing and help protect others by bringing and wearing a face covering while in stations and on trains.

Please also be aware that some passengers may not be able to wear as mask due to medical issues.

Regardless of whether someone is wearing a mask, people should keep their distance – at least two metres, if possible. 

Southeastern is a 'turn up and go' railway and we don't offer seat reservations on our trains. 

However if your journey includes travel with another operator then you should check their website, as many long distance train companies how require a seat reservation. 

Please note that some ticket types e.g. Advance Fares are only valid for travel on a specific service. 

Hand sanitiser will not be available on board our trains.  

We recommend you bring your own sanitiser when travelling, or make use of the hand sanitiser points we have installed at some of our stations.

Hand sanitiser points have been installed at 20 stations so far, and we plan to install them at all our staffed stations.  

We are running the longest trains we can – with 8, 10 and 12 car trains on specific services to help ensure that passengers can follow the government guidance on social distancing. 

You should buy a First Class ticket if you intend to sit in First Class.

If Standard Class accommodation becomes busy and it isn’t possible to social distance, the conductor will use their discretion to declassify First Class so that people with Standard Class tickets can sit in them.

We have introduced an enhanced cleaning regime at our stations which involves spraying areas of all passenger areas at every station once a month. 

We’re also ‘swabbing’ 20 stations to ensure the highest standards are being met. This new regime matches the standard that is also used by our sister company, Govia Thameslink Railway.

Our normal strict cleaning procedures will continue as they have always done. 

We’re now using the same virucidal product during the day, at night, and during our deep cleans of train carriages, which involves ‘misting’ the train.
This consistently achieves the highest possible protection for both our passengers and our staff.

This approach constantly creates a protective layer to all high-volume touch area surfaces on each application, with the 'misting' product additionally getting into inaccessible areas.

In addition, we’re continuing to sanitise all high-volume touch areas during both day and night cleaning, using a product that leaves a protective film on all surfaces for eight days.

Wash your hands with soap and water for at least 20 seconds before and after travelling on public transport. If soap and water are not available, use an alcohol-based hand sanitiser. 

You should also wash your hands or use hand sanitiser before putting your face covering on and after taking it off.

You should maintain your distance wherever possible. 

It’s important that people don’t touch their face covering when wearing it, where possible, to avoid hand to mask transmission of the virus.

Cover your cough or sneeze with a tissue, then throw the tissue in the bin: ‘Catch it, bin it, kill it’.

If you become unwell while at a transport hub or on your journey with a new, continuous cough or a high temperature - you should go home immediately and self-isolate for at least 7 days, or 14 days if you live with other people. 

The Key is our contactless smartcard which means you can buy and download your tickets at home, fast-track through the station and avoid the queues. 

The Key’s contactless technology allows you to hold the card over the reader at the ticket gate. It’s also wipeable and easy to clean, leaving you in control. 

Using your Key you can buy single, return and season tickets, it’s totally flexible. You are also able to buy tickets for most other train companies across mainland Britain and TfL, so you get straight to your destination with just one purchase. 

Order your Key Smartcard now

Although we recommend you use our contactless Key smartcard, you can continue to buy paper tickets at ticket offices and TVMs and you can still pay for your tickets by cash or card. 

If you have more questions about The Key please visit our Key FAQs. 

Because The Key is contactless, it means you can buy and download your tickets at home, fast-track through the station and avoid the queues. 

It allows you to hold the card over the reader at the ticket gate.

It is also wipeable and easy to clean, leaving you in control. 

Using your Key you can buy single, return and season tickets, it’s totally flexible. You are also able to buy tickets for most other train companies across mainland Britain and TfL, so you get straight to your destination with just one purchase. 

If your Key is lost or stolen, we’ll block it so you won’t lose out, plus we will replace it for free.  

Should you need to get a refund, simply log into your account and follow the easy steps. The money will be refunded directly to you. 

Order your Key Smartcard now

If you have more questions about The Key please visit our Key FAQs. 

You can order your Key Smartcard online simply by providing a few personal details. We’ll explain how it works and send you a key card in the post within 7 working days.  

You can also get a Key Smartcard at any staffed Southeastern ticket office. 

If you have more questions about The Key please visit our Key FAQs. 

Download the Southeastern app from either the Apple Store or Google play, to buy single, return and season tickets. 

You can then load them on to your Key card by simply tapping your Key card onto the back of your phone. 

If you have more questions about The Key please visit our Key FAQs. 

We’re currently giving season ticket holders 56 days to apply for a refund, instead of the usual 28 days (or at the point of surrender of a season ticket). 

From Tuesday 12 May, these refunds can be backdated up to a maximum 56 days from when they were submitted if you were unable to travel due to the impact of coronavirus. This will be a rolling 56-day backdating period, until further notice. 

If you're considering claiming a refund on your season ticket, please be aware that after 6 September we will no longer be able to back date this by up to 56 days and refunds will revert to our usual terms and conditions.

From Monday 15th June we resumed normal opening hours for all our ticket offices. 

We don’t currently sell Carnet tickets for use on our network.

The rail industry is working with the Government on how the fares and ticketing system can be reformed in the future.

Our assisted travel service remains available during the COVID-19 pandemic, but for safety reasons there may be some changes to how we provide assistance. We know this is an unsettling time, but these steps will help keep you and our staff safe while travelling.

Passengers are required to wear a face covering while using public transport in England, those with specific conditions such as breathing problems are exempt from wearing a face covering. 

If you’d like to signal that you are exempt from wearing a face covering, you can download and print off a face covering exemption card, bring it with you on your train journey, and show it if you need to.

We’ll wear a face mask or visor and adhere to social distancing guidelines as much as possible. 

Wherever we can we’ll also make sure we wash our hands or use hand sanitiser both before and after assisting you.

We will ask how you would like to be assisted, and a member of the station team will still be able to help guide you to your train using their elbow.

The virus isn’t passed through skin-to-skin contact so this is safe as long as hands are washed regularly. 

Wherever we can, we’ll wipe down your wheelchair handles before and after pushing your wheelchair.

We may also wear gloves and will ensure hands are washed and sterilised before and after providing assistance.

If you need to use a lift, we may help you into the lift, then use the stairs and meet you rather than travelling in the lift with you.

Please avoid turning to face our staff, to reduce the risk of contact while being assisted.

We know that face masks, visors and screens may make it more difficult to communicate – particularly if you lip read.

So we may also use notebooks and written messages to help, with clear and simple language, and will be polite and understanding.