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:
- Get live updates from our control centre or Southeastern Twitter @Se_Railway
- Download the On Track travel app, for Android or iOS smartphones
For upcoming or regular journeys, why not:
What are the times for Peak and Off-Peak travel?
Peak travel is Monday to Friday, arriving in London before 10am, as well as travel between 4pm and 6.59pm.
Off-Peak travel is at all other times, including all weekend and bank holidays.
Off-Peak Tickets are generally available for travel after 9:30am in the (London Zones 1 to 6), and on services which arrive in London after 10am from Kent mainline.
If you’re not sure which ticket you need, please ask at your local station or check National Rail Enquiries.
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
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, Metro.
Our High Speed trains are known as Javelins, and on our Mainlines we operate Networkers and Mainline Electrostars. The Javelins and Mainline Electrostars have air-conditioning. In the Metro area, we also operate Networkers, along with Metro Electrostars.
The Networkers have been the mainstay of both our Mainline and Metro fleets for many years, but don’t have any air-conditioning. This is because they were built back in the days of British Rail between 1991 and 1994, when it wasn't a required specification to fit air conditioning to metro-style trains. Unfortunately, it would be incredibly difficult to retrospectively fit air-conditioning to these vehicles due to their age, limited space, and the power supply needed to drive the air-conditioners.
The newer Electrostars were built around 2004, and although they had the capabilities to have air conditioning, a pressure ventilation system was fitted instead. This is because air-conditioning units around that time weren’t powerful enough to manage the regular change of air from the frequent stops.
Currently there’s no way we can alter either of these types of train. However, technology has advanced so that any newly built trains we bring to the network will have air-conditioning as standard.
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.