Southeastern Railway: Tickets, Timetables and Facilities

Southeastern Railway staff can help you travel by carrying your luggage if you're disabled; ensure to inform 12 hours before travel in order to book the assistance. Fill out the form online or call +44 800 783 452.

You can bring one item of hand luggage and up to 2 larger items on Southeastern trains. The dimensions for larger items should not be larger than 30x70x90cm, weighing max 23kg.

The Department for Transport is investing £50 million into installing Wifi on Southeastern trains. The trains will all be fitted with WiFi services by June 2018. Currently there is some Wifi available, so check at stations or on the trains themselves to see if you can connect. You are limited to 50MB per day; browsing is typically 15MB and instant messaging around 1MB per hour. Disabled automatic app updates to preserve your data usage.

Passengers are normally allowed to take pets with them on journeys, provided they are kept on a lead or in a cage. Small animals which are permitted on the train include cats, dogs, and other small animals (maximum 2 per person). They must not cause inconvenience or stress to other passengers, nor occupy any seats.

Should you lose any luggage or items of clothing or coats, report where and when you think you lost the item on the Southeastern website. Their customer service will contact you if they retrieve it, or if it in handed in. Similarly, if you find anything on a train or at the station then hand it in to train station staff. Remember to keep clear of unattended luggage and inform a member of staff right away.

Folding bikes can always be taken on Southeastern trains free of charge; be sure to book in advance to make sure you get a space. If it's not possible to take a regular non-folding bike; remember that commuter trains will have very limited space, so avoid traveling at peak times if you're worried that even your folding bike will be a hassle to carry.

Southeastern has a £10 fee for amending or refunding Advance tickets. You cannot refund Advance tickets but they can be amended for a fee except for Season tickets. If you do not use your ticket you can give it back depending which ticket you buy. Contact Omio on the cancellations page to amend your ticket and see what options are available to you.

Although there is no minimum age a minor can travel, it's essential that children are aware of the risks of train travel. It is up to the parents to decide if the child is fit to travel. If a member of staff is worried about a child travelling on their own, they may inform the British Transport Police to ensure their safety.

Southeastern trains have a Delay Repay scheme such as other providers. If your train is delayed by 30 minutes or more, then you may be eligible for a refund. Make sure to claim within 28 days and to keep your proof of purchase. Some tickets may allow you to apply for a refund, if you haven't used them yet, if the train is heavily delayed and cancelled. Under certain circumstances, some cheaper tickets may be non-refundable - such as if it is an Advanced ticket. For your claim to be considered, be sure to apply for a refund within 28 days of the ticket's expiry date. Make sure you check the terms and conditions of the ticket before you buy.