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How do I make a comment, a complaint or a suggestion?

We work really hard to deal with any complaints you have quickly and fairly. You can speak to a member of staff at a station, or contact us using the information below. We aim to respond within 10 working days.
 
If you have comments, praise or suggestions about Southeastern services, we’d like to hear from you.
 
 
Call us on 0345 322 7021, 24 hours a day, 7 days a week. (Textphone: 0800 783 4548).
 
Write to us at:
 
Southeastern Customer Services
PO Box 10422
Unit 16 Coalfield Way
ASHBY DE LA ZOUCH 
LE65 9EL

How can I take my complaint further?

If you’re not happy with our response to a complaint, please let us know by filling in our complaints form.
 
Alternatively, you can write to one of two independent consumer watchdogs, who mediate between passengers and rail companies:
 
London TravelWatch
169 Union Street
London 
SE1 0LL
020 3176 2999 (Mon-Fri, 9am-5pm)
 
Transport Focus
FREEPOST RTEH-XAGE-BYKZ
PO Box 5594
SOUTHEND-ON-SEA
SS1 9PZ
0300 123 2350
 
As we work with these two organisations, we’ve decided not to work with the Ombudsman Services as well. They offer Alternative Dispute Resolution (ADR) services between passengers and the rail industry. We don’t work with them, but should you wish to know more, their contact details are: 
 
Ombudsman Services
PO Box 730
Warrington
WA4 6WU
0330 440 1614

Can I see the information you hold about me?

You can ask to see any information we hold about you – officially known as a subject access request  – as set out in the Data Protection Act (DPA) 1998. There’s a £10 administration fee, which is not refundable. 
 
Do you want to request a copy of the data we hold? Download the application form (pdf).
 
So we can find your data as quickly as possible, please complete the form carefully, giving us as much information as you can. We’ll also need to see two forms of identification  – see the form for more details. 
 
If you don’t want to complete the form, you can email or write to us including all the information listed on the form (above).
 
Data Controller
London and Southeastern Railway Ltd
3rd Floor
Friars Bridge Court
41-45 Blackfriars Road
London SE1 8PG
 
We’ll get back to you as soon as possible, and always within 40 calendar days – as long as you’ve sent the fee and correct documentation.

How do I request CCTV footage of myself?

You can ask to see any CCTV footage of yourself (or a person you are legally acting on behalf of) that we hold, as per the Data Protection Act (DPA) 1998There’s a £10 administration fee, which is not refundable. 
 
Please get in touch promptly, as we only hold footage for a short period of time:
  • Station footage – a maximum of 30 days, sometimes less
  • Train footage – a maximum of 20 days, sometimes less
 Before you get in touch, please note that we don’t manage the CCTV at these stations:
  • Blackfriars
  • Ebsfleet International
  • Cannon Street
  • Charing Cross
  • London Bridge
  • St Pancras
  • Stratford International
  • Victoria
  • Waterloo East
If you need CCTV from one of these stations, please contact Network Rail.
 
Do you want to request a copy of CCTV footage? Download the application form (pdf).
 
So we can find the footage as quickly as possible, please complete the form carefully. Helpful information to include: the location, date, time (to the nearest two hours ideally), and what you were wearing. We’ll also need to see two forms of identification – see the request form for more details . 
 
If you don’t want to complete the form, you can email or write to us including all the information listed on the form (above).
 
Data Controller
London and Southeastern Railway Ltd
3rd Floor
Friars Bridge Court
41-45 Blackfriars Road
London SE1 8PG 
 
We’ll get back to you as soon as possible, and always within 40 calendar days – as long as you’ve sent the fee and correct documentation.
 
If we find your footage, and we’re able to release it (see below), we usually put it on a DVD-ROM. Sometimes we’re able to send still images if we can’t send the full footage. 
 
We may not be able to send you CCTV footage if:
  • We can’t find the footage because you haven’t given us enough information
  • The camera was pointing in a different direction or not recording
  • The police are involved
  • The timeframe is too broad (typically more than two hours)
  • Anyone else can be identified in the footage, as we’re required to protect the rights of other people
Police requests for CCTV footage are considered on a case-by-case basis. They must include an authorised request for personal data form.

I need help with a ticket I’ve bought online, who do I contact?

If you need help, give us a call on 0345 322 7021. We’re here 24 hours a day, 7 days a week.

How do I resolve an issue with tickets I bought online?

You should contact us directly first and we'll do our best to resolve the problem. So we've got all the details, please complete our contact form
 
If we’re unable to resolve any complaint about tickets bought online to your satisfaction you can use a service called EU Online Dispute Resolution. You need to submit your complaint within 30 days. 

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