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Service Updates
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While our station employees can help, it’ll be faster to give us a call on 0345 322 7021, or by filling in our lost property form.
Our form has been improved so you can give more details and even upload images of your lost item. This information helps us to reunite you with your lost item as soon as possible.
After you log a report via our lost property form, we'll email you with your Lost Property ID. This also has a button called 'Edit Your Report' – here you can edit your details or add further information.
Mobile phones/devices
If you lost your phone or mobile device, please provide the IMEI number. Every phone or mobile device has a unique 15-digit code, called the IMEI number. This lets us make sure we definitely have your device, so it can be returned to you – we can’t do anything without it. Your IMEI number can be found on the label on the box the device came in. Alternatively, you can contact your service provider, and they can let you know.
In general, it isn't possible to track all items of lost property. We serve 180 stations and manage 164 of them. We also have depots located across various parts of London, Kent, and East Sussex.
However, for certain exceptions like medication or important documents, we’ll see what we can do to locate and return them to you. Though, it’s not always guaranteed that we’ll be able to track items down.
Please note:
You can order a Key card online here. Fill out a short form to register for a Southeastern account, requesting a Key, and it'll arrive at your home address within 4 working days. Alternatively, you can download our Southeaster app from the Apple Store or from Google Play to get started. You can also visit your local Southeastern ticket office to register and receive your new Key card immediately.
Once you have your Key, you can buy Single, Return and Season tickets and load them by simply tapping your card onto the back of your phone. This means your ticket should be available within the next 15 minutes. Please note that this function is only available on iPhone model 7 and above and Android phones with NFC functionality.
You can also load tickets at Ticket Vending Machines, or by holding your Key against a gateline reader - you will need to nominate a collection station when you buy the ticket. You’ll need to allow 2 hours between purchasing your ticket online and loading it onto The Key, this way.
Tickets for your Key can by bought online, at ticket offices, and at Ticket Vending Machines outside the London Zones.
All types of Railcard allow you to purchase a train ticket at a reduced rate, saving you up to a 1/3 off your travel. For more information, and to find the right Railcard for you, visit our Railcards page.
Tickets can be bought online, through the Southeastern app, at Southeastern ticket office or Ticket Vending Machines outside London.
You can buy Day Singles and Returns, Travelcards, and Season tickets, including Flexi Seasons, in advance on your Key card.
*Please note you cannot buy Advance tickets, Rovers, Anytime Open Returns and Off-Peak Open Returns onto The Key. PlusBus tickets are also not yet available on The Key.
If you’re claiming Delay Repay compensation online, it’s really easy. Once you’ve registered, our system will remember your information, so if you do claim again, it’s much quicker.
If you requested your compensation to be paid back to your bank account, this should be with you the day after your claim has been approved. But please allow up to 48 hours.
If you requested your compensation via PayPal this should be with you within one hour of your claim being approved. But please allow up to 48 hours.
You can also make a claim by post – just download a Delay Repay claim PDF form.
You have up to 28 days of your delay to make a claim.
For us to process your claim, you’ll need to provide your journey details and either:
If you travelled using your Oyster or Contactless card, have you registered your Oyster or Contactless card with TfL? If not, please do so
We need to see your Oyster or Contactless journey statement to show the date and time of your journey, the stations you have travelled from/to, and the price paid for the journey.
An Oyster/Contactless journey statement looks like:
Advance tickets are amendable, however there will be a £10 admin fee applied for each ticket changed. Advance tickets can only have their date and journey time changed, not the route or direction of travel. They can be amended right up to the time your journey is due to begin at a station, or up to the day before travel online.
If there is a difference between the price of your original Advance ticket and the cost of your new Advance ticket, you will need to pay the difference. If you change to a train on which a cheaper fare is available, the difference will not be refunded.
You can change your Advance tickets in a few easy ways:
Orders purchased as a guest can be registered to a Southeastern account using the link in the confirmation email. This will then allow for Advance eTickets to be amended.
We're unable to amend Advance tickets that have been purchased via PayPal, due to technology limitations. Please contact Customer Services if you wish to amend an Advance ticket purchased via PayPal.
Buy tickets to anywhere in the UK no booking fee, load smartcard tickets straight to your Key card, get real-time information on your journey including platform numbers and check how busy your train will be with our new SeatFinder tool. Download for FREE today.