Southeastern Railway Avis 

After our train was delayed from Ashford Int to St. Pancs nearly causing us to miss LNER connection to York on the 21/07/26 (11:16 from Ashford) I made a claim as is our right.
Due to issues with SET,s website I submitted 2 claims with two separate tickets, one for myself and one for my wife, not unreasonable you would think?
Think again.
My claim was rejected as they said I could not have made the same journey twice, DUH.
Submit two separate claims they said, which I did. Guess what, both claims were rejected because the previous claims were rejected because we couldn’t make the same journey twice! Now I’ve seen a few comedy sketches in my time and have read Catch 22 more than once yet SET take the biscuit.
So no refund for travelling on a late overcrowded train with the stress of almost missing our connection.
Poor service that could only improve under nationalisation, and I remember BR.

I wish to say how efficient and helpful the assisted programme your company has in place at Victoria Station and Broadstairs. I had assistance at both ends of my journey and the staff were wonderful. I departed Victoria on the 1040 to Broadstairs on 15July and returned to Victoria at 12noon on 19 July.

17.16 train from London Bridge to Birchington
. Honestly can this train service get any worse. Train packed a lot of people left standing what happens if there is an accident. As long as South Eastern don’t have to pay out they don’t seem . It is hot and completely airless as there doesn’t seem to be proper ventilation. No priority seats visible even though I am 75 and a lot of young fit looking people just sitting there. Really can South Eastern get any worse

Ridiculous wait for trains now during since they took it upon themselves to change the timetable in may maybe I'll email the director Steve white after all technically I own the service as a fare payer and a taxpayer I'm paying their wages

I think the staff are punished if trains run on time. No train I have ever been on with southeastern has ever been on time. Terrible. And when you claim delay repay you are given about 50p compensation for the trouble of being an hour late. If I’m paying extortionate prices to be on the train it should actually show up at the time it is specified. How hard can it be to do your job and have the trains get to their destination. If you value your will to live never get on a southeastern train.

We are on holiday from the north of England , we left the car at accommodation and used the train to travel to Faversham , Brighton , London and Folkestone , I can only compliment the staff, really helpful , chatty and generally a pleasure to speak too. Some trains were delayed but staff were quick to apologise and give you the reason why. Trains were clean and a pleasure to travel on. Thankyou to all the staff for your hard work.

I was travelling from London Bridge Station to Rochester very early in the morning. The ticket wasn’t cheap, but the app is so easy to use that I accidentally bought two tickets instead of one.
I emailed Southern Railway to explain what had happened, and the refund was back in my account before I knew it. Excellent customer service. On top of that, the train arrived on time. What more could I ask for?

Bunch of crooks. Pay for a ticket, which isn't cheap then because you decide to get an earlier train as they are starting to have delays, they make you buy a whole new ticket. Yet for some they wave them through without purchasing a new ticket. Clearly if the person on the gate doesn't like the look of you they won't help you. Terrible company, considering they are now government run it's even more of a joke.

The rude lady that works for southeastern was at St Pancreas International on Sunday 21st June at around 1pm. Shame on you for making an autistic 18 year old feel like a piece of crap.

Big thanks to Olu at lewisham Station at around 22:50 who helped retrieve my wallet which had fell behind the platform shelter and thanks to the passengers who did try to help. Very efficient and attentive service

At 35 degrees you don't have AC working in your trains, you don't deserve public money. Disgusting

Trying to log a Delay Repay claim with Southeastern is an absolute exercise in frustration. The online portal feels intentionally designed to make you give up.

It constantly loops, fails to recognize perfectly valid ticket photos, or spits out generic error codes right when you are about to submit. It shouldn’t require multiple attempts, browser swaps, and a degree in IT just to get the compensation you are legally owed for a train that they cancelled.

If your trains are going to be late, at least make the process of refunding your passengers functional. Absolutely abysmal user experience.

I lost a personal item on the train to Waterloo. We spoke to several staff members in our search and all were amazingly interested and helpful . Special mention to Chris and colleagues on platform 18 whose suggestion resulted in me recovering the list item . 🙏🙏

Well. I was upstairs rushing to grab the HS southeastern train to Gillingham Kent from London St Pancras .Monday 15June around 10:40 on .having just purchased a coffee from the Costa stall opposite. As I was hurriedly trying to get past the barrier I knocked over the coffee all over the floor on near the platform and was incredibly embarrassed. And got quite flustered. One of the station staff there named Mohammed went and bought me a freshly brewed coffee and even took the time to see me to my train. He was very calm , understanding, polite and extremely courteous. .It was such a kind gesture of him .
The way I look at it was despite the accident, something good came out of it . I hope other station staff will follow his example. Very nice young man !

Shambles or a service. Constant delays, breakdowns and disruption.

It was my first time going on a Javelin train today so I was quite excited.

Awful customer services, faulty ticket.

Enough said.

This is to recognise the excellent customer service staff member called Marailyn.

She is amazing at her job

Sorry no second name
She helps customers at Herne Bay in Kent area

Absolutely horrible service. Made me pay a full price for a child when travelling off peak just because their ticket office wasn't open to buy the "kid for a quid" ticket. Machines in the station don't sell those types of tickets. Absolute scammers and are always late!

Useless service there has been delays all week. I thought we had managed to get the trains to run on time a long time ago but apparently not.

WORST TRAIN in Europe. I took the train a few times up from Gillingham to London and this will be the last. Seriously, is way cheaper to just take a plane from Bristol to any capital city in Europe than to take a train with them. You are basically paying 80£ to not have a seat during the ride, AC that doesn't work during the summer time and compensation promises that are just a big scam when the train is delayed for the fourth time for 40 minutes in a row.

Recently we were traveling to Ramsgate from Stratford International. During our trip the staff member checked couple of times on the passengers with disability to make sure they knew which station we are getting off and that rampl will be provided. Made our journey to be with a lot of peace of mind.