Question 1

What information is available to me when my train is delayed or cancelled?

Accepted Answer

If you're on board one of our trains and the train is delayed or cancelled, please listen to the on-board announcements for advice.

If you need more information, you could:

Visit our live travel information page
Visit our Twitter page – @SE_Railway
Download our Southeastern app

If you arrive 15 minutes or more late at your destination because of a delay or cancellation to a Southeastern service, you can claim Delay Repay.

Question 2

How do I know if there are toilets available on my train?

Accepted Answer

Live information on on-board toilets is now available through our Southeastern app.

Question 3

How do I tell what the next stop is on my train?

Accepted Answer

Our carriages have a scrolling ‘Passenger Information Screen’ that lets you know your train’s calling stations. There will also be an on-board announcement to tell you your next station.

You can also download our On Track app or use our travel tools to check your journey.

Question 4

During the summer months my train is cold, why is the heating not on?

Accepted Answer

We have asked our Engineers to disable the heating on our older trains during the summer months. This decision was made following feedback from some of our passengers who were too hot on our older trains.

The heating is disabled from the start of service until 8pm. We know this might not be helpful when the weather is much colder than normal, but we trust you’ll notice the benefit of this decision once the weather warms up.

Question 5

Can I charge my devices on your trains?

Accepted Answer

You can charge your devices only on our highspeed trains. There are plug sockets under the seat, with additional USB ports.

If you see a plug socket on any other train, please do not use them.

Question 6

Can I smoke on a Southeastern train?

Accepted Answer

Smoking is banned from all areas of our stations and trains, this includes the full length of platforms and the entrances to our stations.

‘No smoking’ posters and signs are in place warning passengers about this.

Electronic cigarette devices cannot be used on our trains or at our stations.

Question 7

When can I take my bike on the train?

Accepted Answer

You can take your bike on any service during Off Peak, weekends and Bank Holidays. At other times you must follow our cycle policy.

Question 8

Where can I keep my bike on a train?

Accepted Answer

Brompton cycles or other folding cycles can be stored in the overhead storage compartments. For cycles that can’t be stored away we do ask you please don’t obstruct doorways or aisles, lock it to any part of the train or leave it unattended.

If your bike is in a wheelchair space, you must remove it if a passenger using a wheelchair needs it.

Question 9

Can I travel with my e-scooter or e-skateboard on your trains?

Accepted Answer

Due to safety concerns over a potential fire risk from batteries on both e-scooters and e-skateboards, we are going to be restricting their use on our network.

From Thursday 1 June, we are asking colleagues and our customers not to bring e-scooters and/or e-skateboards onto our stations or trains.

Regular scooters will still be allowed as long as they don’t have a fixed or removable battery power source.

The policy change will be in line with many other Train Operating Companies, as well as Transport for London.

For more information visit our e-scooters page.

Question 10

Can I take my dog on a train?

Accepted Answer

Yes, man’s best friend can travel on Southeastern services. It’s free for up to two small dogs to travel. They must be on a lead, kept off the seats and not be a nuisance to other passengers. For more information, please view our pet policy.

Question 11

Where can I put my luggage on the train?

Accepted Answer

The luggage racks above seats are suitable for suitcases and bags which would normally fit into a plane’s overhead compartment – see luggage dimensions here.

Some services have specific space for larger suitcases, please call customer services on 0345 322 7021 for more information.

Question 12

I am travelling with very heavy luggage, can your employees assist me with it?

Accepted Answer

Our employees will assist you with luggage, only if they are physically able to.

Question 13

My question isn't here…

Accepted Answer

<p><a href="https://www.southeasternrailway.co.uk/get-in-touch/contact-us" class="c-button--submit">Contact us</a></p>

Travel information

Here's some questions and answers for some things you might like to know before you travel

Explore On Board FAQs