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Planning your journey

Get answers to your questions on planning train travel with Southeastern. Tips on assisted travel, engineering work and more…

Got a question? We can help...

How can I plan my journey, or check for changes?

If you’re travelling right now, you can:
For upcoming or regular journeys, why not:
 

What are the times for Peak and Off-Peak travel?

Our busiest times are on weekdays, arriving in London before 10am and leaving between 4pm and 7pm. Peak fares generally apply before 10am and there are no evening restrictions on off-peak tickets. 

At all other times – including during weekends and bank holidays – off-peak fares apply.  

Sometimes there may be more than one off-peak ticket available for your journey. The cheapest fare you can buy on the day of travel is called Super Off-Peak. These tickets will have more restrictions on how and when you can travel and are only valid for travel after 10am.  

Below is a list of our available daily tickets and the times they’re valid: 

   Morning peak Evening peak 
 Anytime  Valid all day    Valid all day
 Off-Peak (Kent Mainline & High Speed)   Valid on trains that arrive into London after 10am   No evening peak restriction 
 Off-Peak (London Zones 1-6)   Valid on trains after 9.30am   No evening peak restriction
 Super Off-Peak   Valid on trains timed to depart after 10am   No evening peak restriction
 Advance   Valid on specific trains only   Valid on specific trains only
 

*Please always check the restrictions on the ticket you buy. 

Will engineering work affect my journey?

Check for engineering work on your route on our live updates page or Southeastern Twitter @Se_Railway.  
 
It's worth checking - we can't always predict engineering work as sometimes unforeseen issues arise that have to be dealt with as quickly as possible.
 
For planned works, have a look at posters in your local station. 
 
For travel advice across the UK rail network, visit the National Rail website or call them on 03457 48 49 50.

Can I get assistance if I need it on my journey?

Of course. If you’d like help using our services, just let us know what you need and please give us 12 hours’ notice.
 
You can make a request online or call us on 0800 783 4524 or 0345 322 7021 at any time. (Textphone: 0800 783 4548.)
 
These numbers are available 24 hours a day, 7 days a week.
 

What time do your station ticket offices open?

You can find station opening times on our station information page. Stations will also have a poster showing their ticket office opening hours.
 
It’s rare that a ticket office would be closed outside of these times, but you can check for last-minute station closures on our live update service disruption page
 
Most of our stations also have ticket machines.

Can I take my bike on a rail replacement bus

Sorry, we don’t allow bikes on rail replacement buses. This is for reasons of safety and space, and it’s a standard UK guideline. 
 
Folding bikes can be put in the luggage rack if there’s space. 

I’m pregnant, how do I get a Baby on Board badge?

Congratulations on your pregnancy. We can put a Baby on Board badge in the post so other passengers know you need a seat. 
 
Give us a call anytime on 0345 322 7021 or ask for a badge using the online enquiry form.

I'm pregnant, what can you do to make my journey more comfortable?

We provide authorisation for pregnant passengers who hold a monthly or longer season ticket with us to sit in first class. We do ask that passengers check there are no standard class seats available before sitting in first class.  
 
To apply for this authorisation, passengers need to be at least 20 weeks pregnant. Passengers will need to send in copies of the following documents to Customer Services, so this authorisation can be sent out:
 
MAT B1 form or signed letter from doctor/midwife 
Season ticket
Photocard
 
We can also issue you with a ‘Baby on Board’ badge. For more information please visit our Baby on Board page.
 

It is cold in the train, what are you doing about it?

We are sorry your journey wasn't very comfortable. 
 
Last year, we received a number of complaints from our passengers saying they felt unbearably hot when travelling on some of our older trains. To prevent that from happening this year we started disabling the heating on these trains. 
 
If we leave this decision until later, we risk the carriages still being very hot during the warmer months.
 
We understand this is not helpful right now, while the weather is much colder than normal, however we hope that as we enter the spring and summer months you’ll notice the benefit of this decision. 

Why doesn’t my train have air-conditioning?

We operate three types of service on our network – High Speed, Mainline and Metro – and nearly half of our trains are air-conditioned.
 
We run Javelins on our High Speed routes, Networkers and Mainline Electrostars on Mainlines, and Networkers and Metro Electrostars on suburban Metro services. The Javelins and Mainline Electrostars are air-conditioned, while the Networkers and Metro Electrostars are not.
 
Networkers were built in the early 1990s by British Rail, when it wasn't usual to fit air conditioning to metro-style trains. It would be incredibly difficult to retrofit air-conditioning to these trains due to their age, limited space, and the extra power supply needed to drive the air-conditioners. Metro Electrostars are much newer - built around 2004 – but air-conditioning units at that time weren’t powerful enough to manage the regular change of air from the frequent stops made on Metro routes. Instead, they have a pressure ventilation system that continually introduces fresh air into the train.
 
While we can’t retrofit air-conditioning to these types of train, technology has advanced and any newly built trains introduced to the network will have air-conditioning as standard. In October 2017, we introduced 68 extra air-conditioned carriages to our train fleet, which allowed us to boost capacity on some of our busiest services. 

Why can’t the heating on a train carriage be changed mid-journey?

Train heating is controlled by thermostats on each individual train and is set by our engineering depots. Some of our trains that operate in our “Metro” area don’t have air conditioning so, in the summer months, the heating on these trains is turned off.
 
If you are on board one of our trains and have a concern about the heating, please do get in touch and let us know. It will really help us identify the train if you could include the carriage number when contacting us, this can usually be found at the end of each carriage near the doors. We can then either make arrangements for the heating to be turned off (on trains where this is possible) or have the train checked by our engineering team to see if there is a fault with the system. 

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