Southeastern

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Performance

Got a question about Southeastern's performance or Passenger Charter? Find the answers here…

What is your Passenger Charter?

Our Passenger Charter is our promise to passengers about our service. It sets out:

  • the minimum standards we expect to achieve
  • how we'll compensate you if things go wrong
  • how we’ll tell you about our performance
  • how you can contact us with your suggestions or concerns

See your rights in our Passenger Charter.

What are the National Rail Conditions of Travel?

The National Rail Conditions of Travel is the contract created between you and the train operating company or companies for the journey that you’re making, when you buy a ticket. It sets out all your rights and you can ask for a copy at any staffed Southeastern station or from the Customer Services team. 
 
Get full details about the National Rail Conditions of Travel.

How do your employees keep up to date with all the changes?

All of our employees who meet and help passengers receive regular customer service training.
 
We're committed to providing support for all our employees. And that's why we’re investing more money than ever before in training and development programmes. To give you the best possible service, we need to do the same for our employees so they can help you.

Can I talk to senior Southeastern managers to discuss your services?

Yes, senior managers are regularly available to answer any questions you may have about our service. You can speak to them at our monthly Meet the Manager sessions held at London stations between 8am and 10am. We also run local sessions in Kent occasionally.
 
Find out the dates and locations for our Meet the Manager sessions.
 
Don't forget you can always drop us a line using our contact us form too if you don't want to wait.

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