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Our policies
Our aim is to provide a safe and reliable service
Read and download our policies
What our passengers want is a safe, reliable and welcoming train service. Our policies set out how we run our business and provide a good passenger experience for you. Our passenger charter below also sets out your rights when you are travelling with us.
Passenger Charter
Our Passenger Charter sets out what you should expect when you travel with us, how you can claim compensation if you are delayed and how you can contact us.
Download our Passenger Charter PDF
National Rail Conditions of Travel
When you buy a ticket from Southeastern you enter into a contract with us. This document explains the rights and responsibilities of both parties as part of the contract, plus the minimum level of service you are entitled to expect when you travel.
Download National Rail Conditions of Travel PDF
If you are a season ticket holder you might also wish to see the Code of Practice we use for meetings arranged to sort out duplicate season tickets. This is the document referred to in the National Rail Conditions of Carriage dealing with this issue.
Download Duplicate Season Ticket Code of Practice PDF
Railway Byelaws
To keep passengers safe and to ensure you have a good experience while travelling, there are a number of Railway Byelaws. These are the safety, behaviour and ticketing rules that apply to most train operators in Great Britain and their passengers.
Accessible Travel Policy
Whether travelling independently or with our assistance, we want to make it as easy as possible for our disabled and older passengers to make journeys on our trains. The Accessible Travel Policy (ATP) sets out how we do this.
Read or download our Accessible Travel Policy
Revenue Protection Policy
If you are travelling on Southeastern you need to buy a valid ticket or have an authority to travel. To protect the best interests of our fare-paying passengers we have a number of procedures in place to manage fare dodging. This policy makes clear the procedures in place for managing those who have not paid for travel on our services.
Penalty Fares Policy
If you are travelling without a valid ticket you can be charged a penalty fare. Our policy sets out how the scheme operates, what you’lll be charged and how to pay it.
Complaints Handling Procedure
Customer satisfaction is one of our top priorities. View more details on how we handle complaints below.
View our Complaints Handling Procedure
Bike Policy
Our Bike Policy sets out when and on what routes you can take a bike.
Terms of website use
In addition to the website terms and conditions please read the terms of website use. In order to use this website, including browsing and buying tickets, you must comply with both these agreements. If you don't agree with the terms then you must not use this website.
Cookie Policy
If you use our website and you agree we may place small data files on your computer that help us better understand how our website is used – for example which are the most popular pages on the site for all our users. They help us improve our content.
Privacy Policy
Our Privacy Policy details how we handle your information to keep it safe, when we might share or disclose it and how it is stored. It also contains information on how to check the information we hold on you and your rights of access to it.
Twitter rules of engagement
We use our Twitter account to give our passengers up-to-date journey and disruption information. We can't respond to all questions, so we focus on those that will help the most people. We understand that delays or disruption can be frustrating and cause stress, but our team are human and will not respond to abusive tweets. Please be polite, tell the team exactly what the problem is and they’ll do all they can to help you.
Our rules of engagement on our social platforms
Modern Slavery Statement
You can download our statement on modern slavery below.
Rail Passenger Rights & Obligations
Feedback from our passengers consistently tells us that providing timely and reliable information, particularly when things go wrong, is one of the biggest priorities for our passengers.
View Rail Passenger Rights & Obligations
Tax Strategy
A published tax strategy is a public document that outlines a company's, partnership's or group's approach and attitude to UK tax planning, its policies around UK tax risk management and internal governance, and how it manages its relationship with HMRC. The 2016 Finance Act requires certain businesses to publish online their tax strategy as it relates to UK taxation.
Pet policy
You can travel on Southeastern services with a maximum of two small dogs on a lead or other small domestic animals free of charge. For each additional animal, a fee of half the adult fare of your ticket will be charged - up to a maximum of £5 for a single, and £10 for a return.
Pets other than dogs must be carried in a fully enclosed basket or pet carrier with dimensions not exceeding 85 x 60 x 60 cm and cannot be taken out of their basket or carrier. If your pet causes a nuisance, inconvenience or a safety hazard to other passengers you may be politely asked to remove your pet from the train or station property.
Please respect your fellow passengers – who may not be comfortable with dogs – and keep your dog on a lead at all times.
You cannot travel with non domestic animals on our trains.