Southeastern Railway Avis 

Poor communication, change of destinations halfway down the journey. Poor customer service

As a partly sighted person booked a train journey the wrong way around , in advance ,,rang them no sympathy no refund no help . Lost money Will not use again !

Lauretta at Lower Sydenham train station was amazing, it was my daughter's birthday and she ensured she felts special on her day. She also reassured me that I would make it to my destination despite the delays.
She not only just helped us but she went the extra mile!
thank you!

I would like to pay tribute to Warren at Parkway Thanet station. He was a real star and very supportive when I missed my train the other day.

He offered me a drink and check to make sure I was safe and that I boarded the next train in.

It was good to Kano that there is someone to help you at such a remote station.

I give him 5 stars. Thank you

Staff are rude and unreasonable 🤬Took train from Sturry to Canterbury West, did not see a ticket machine at Sturry station and did not see anyone onboard the train to buy a ticket.

Went straight to a member of staff on the gates at Canterbury West to explain and he said I would have to pay a penalty as I travelled without a ticket and gave me all this business about being recorded.

The staff members would not accept that someone can make an honest mistake and not see a machine especially when they are not from the area. I ended up giving them my life story for the day and why I was in Canterbury. Made no difference to these heartless people.

Having subsequently looked, the machine at Sturry is apparently by the ticket office on the other side of the road and completely out of sight from the Canterbury bound platform 🤦🏻‍♂️

My son was about to travel on the 14.42 (Platform 6) and tripped over some luggage sticking out in the aisle which resulted in him falling over and dislocating his knee. The staff at Victoria Station, London were so kind and attentive. I didn't get everyone's name but thank you to Genna Winslow and her colleagues who were around on Platform 6 and even walked us to the ambulance. We are really grateful for your kindness in this situation. My son is on the mend and back home in Maidstone.
Thanks also to Steve Jones, first responder in the Air Ambulance who was here in no time and put the knee back in place before the paramedics arrived. Amazing work.

When 4 people tell u something different to get a train at pancreas station and when they told us the correct one we ran the whole way and then told us we missed our train when we asked when the next one mad one guy from southern east train started harassing us and telling me to shut up and gonna call the police and that we are banned on my and my family . I love to see you try and call the police on my u when I’m 17 years old u idiot.

I had fallen down some steps at Stratford, I managed to get on the train but by the time I got to Ashford I couldn’t walk. The staff were SO helpful and attentive. They got me a wheelchair and a ramp then organised for a wheelchair and ramp at my destination. Couldn’t fault them. Thank you so much ☺️

I booked the right train tickets and got on the right train but it took me back to my place of departure causing me to miss an important non refundable event. I don’t recommend this Trainline as it is unreliable.

Catherine the train guard found some of my bank cards that had fallen out of my phone . So incredibly kind and went out of her way to help me. A real credit to the company . Train was the 0907 from
St Pancras international to Ashford

There is NO wi-fi service on Southeastern Railway trains, not at all. It’s offensive to tell customers they have free wi-fi when in many Asian countries it works perfectly. England seems a third-world country in many things. This is one of them. We’re fckng doomed.

The fact that at 50 seconds not 45 l was told i could not board and now have to wait an hour for a train don't tell me that you can board before 45sec when your staff stop you at 50 secs leaving a whole 5 seconds to board ridiculous

Just been charged £18 for catching an earlier less expensive and less busy train. Thieves that should be ashamed of themselves but quite clearly don’t give a damn. It is a monopoly so what can you do and it clearly shows as these reviews indicate. Why bother with any idea of customer service when you simply don’t have to!

The very embodiment of greed and everything that's awful about modern society. There are no seats at any time of day where these old rust buckets carry miserable commuters their jobs in glass towers. If your train hits someone jumping from a bridge the only offering of compassion and consolation is a percentage of your ticket. If you make a mistake you are charged for it. Charges are hiked each year for a service that has no visible improvements in decades. These run down inethical worms take me on pitiful journey to work where the only offering is a small window of the hills in kent before making its way deeper into the heart of darkness, the overcrowded concrete abomination of London.

Bought a train ticket to Reading from London to attend a medical appointment. I have a South Eastern railcard so I bought my ticket on SE app. My train was cancelled so I want a refund. But South Eastern Trains say no about claiming a refund because my travel was with GWR. I went to GWR and they say they cannot refund because I didn't buy the ticket through them.
Come on train companies, sort it out

Went to London from Sittingbourne at the weekend and only issue was the amount of changes.

On time and train was clean

Last year my brother OJ shit himself on your service it was only a short distance 20 minute's, but unfortunately the toilet was occupied yes he had a couple of drinks and at 43 years old you thought he could of held onto it but unfortunately not so after completely soiling himself in front of many passengers, he could no longer continue the pub crawl and had to go home, please have more toilets on board please. FYI I do have photo and video evidence if required Southeastern Railway!

The train staff are rude and have told me their customer service doesn’t know what they are talking about half the time, which makes it hard to know what’s right or wrong or who to even trust. They’re quick to take your money but if you need a refund then you have to wait 28days which is just wrong. Also if you need a season ticket no normal ID is good enough as you have to get one of their special IDs which makes no sense also they updated there buy before you board policy to allow people to pay for tickets on the train however you still get threatened with a fine by said train staff. They’re just disgusting as a company and have no respect for you all they care about it taking your money.

Recently I used the High Speed line for a return to Kent from St Pancras

Other than the return train being a bit dirty in some places I can't really complain.

I booked it 2 months in advance so it was about £16 return with my railcard - brilliant value!

Today 06/03/2025 at Ramsgate train station (platform 3/4). There was a tall guy working there. He went above and beyond to ensure I got the right train. He even apologised for interrupting me. Wow, you don’t get that these days. I hope this message gets to him as he was so lovely to me. He looked like he was training another worker. But I just want to thank him for coming up to me and asking me what I needed. Thank you