Latest Rail News

22.04.15

Southeastern removes £10 admin fee from ticket refunds

Southeastern has announced it will no longer charge customers a £10 administration fee for ticket refunds as part of changes to improve customer service.

The changes, beginning this month, mean that passengers will not be charged for:

  • refunds on unused Anytime and Off-Peak tickets applied for before the ticket is valid for travel, or on the day at the office where the ticket was bought within an hour of purchase.
  • season ticket refunds (including seven day season tickets) where the customer wants to surrender their season ticket before its expiry date and applies for a refund on the remaining validity of the ticket
  • a first duplicate replacement season ticket (this does not apply to season tickets for periods of less than a month for which duplicates are not issued)
  • ‘SILKS’ (stranded individual, location known payments), where a third party provides payment for travel for a customer – typically a young or vulnerable person – stranded with no funds.

David Statham, managing director of Southeastern, said: “We’ve been listening to our passengers and working on what we can do to improve all aspects of their journey. These changes make our ticketing and refund policy simpler and transparent for our customers.”

The changes have been made following a review of passenger feedback and in consultation with Passenger Focus and London TravelWatch. They only apply to tickets purchased from a Southeastern retail outlet and some Advance ticket types remain non-refundable.

Tell us what you think – have your say below or email opinion@railtechnologymagazine.com

Comments

There are no comments. Why not be the first?

Add your comment

 

related

Rail industry Focus

View all News

Comment

The challenge of completing Crossrail

05/07/2019The challenge of completing Crossrail

With a new plan now in place to deliver Crossrail, Hedley Ayres, National Audit Office manager, major projects and programmes, takes a look at ho... more >
Preparing the industry to deliver trains for the future

04/07/2019Preparing the industry to deliver trains for the future

The move to decarbonise the rail network involves shifting to cleaner modes of traction by 2050. David Clarke, technical director at the Railway ... more >

'the sleepers' blog

Maximising efficiency requires investment in data, but it’s rewards for rail could be extensive

14/11/2019Maximising efficiency requires investment in data, but it’s rewards for rail could be extensive

Rail Technology Magazine’s Matt Roberts explains the significant role data can play within the future development of the rail industry. Standing as a cornerstone of the UK transport network, the rail industry is forever striving to in... more >
read more blog posts from 'the sleeper' >

Interviews

Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

24/06/2019Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

Andrew Haines, the Chief Executive of Network Rail, has told the Today programme on Radio 4's BBC’s flagship news programme that he would not rule out his organisation issuing future r... more >
Advancing the rail industry with management degree apprenticeships

08/05/2019Advancing the rail industry with management degree apprenticeships

In answering the pressing questions of how current and future generations of managers can provide solutions to high-profile infrastructure projects across the UK, Pearson Business School, part of... more >