It's official - Southeastern is the worst train company in the country

News Shopper: It's official - Southeastern is the worst train company in the country It's official - Southeastern is the worst train company in the country

YOU probably already suspected it but now it's official - Southeastern is the worst train service in the whole country.

The company came joint bottom in a survey of of more than 7,000 regular travellers' satisfaction by Which? magazine.

For both Southeastern and Greater Anglia the satisfaction score was only 40 per cent.

And the company caused further controversy after a spokesman appeared to tell the Metro newspaper that part of the blame was down to commuters' attitudes, saying it "takes people somewhere they don't want to be with money they don't want to pay."

A spokeswoman qualified that statement today, saying: "We operate largely a commuter service that's very different to some of the other companies listed in the Which? survey that operate a leisure service."

And they said: "We’re disappointed with the result of the Which? survey, but we’ve had a challenging few months with bad weather and infrastructure problems affecting services and so it’s understandable that customers have expressed their frustration through this survey."

She added that the company had fared considerably better in the recent independent National Passenger Survey.

Ten of the 19 companies had satisfaction scores of less than 50 per cent, with Merseyrail (70 per cent) the best-performing company.

The overall satisfaction scores were based on satisfaction with a company and the likelihood of customers recommending the company. On average, those surveyed had travelled by train 32 times in the previous 12 months.

Which? also asked what passengers felt would improve their journeys and what they would be prepared to pay more for.

Lower ticket prices were top of the wanted list (60 per cent), with 80 per cent saying fares were too high. People also wanted to see more carriages at peak times (35 per cent), promotions on ticket prices (29 per cent), wi-fi as standard (20 per cent ) and improved punctuality and reliability (18 per cent - rising to 29 per cent for commuters only.)

Which? executive director Richard Lloyd said: "It's disappointing to see some train companies consistently falling down on the basics of customer service, with dirty and overcrowded carriages and toilets that don't work.

"Seven rail franchises end in the next two years and we want to see passengers' experiences put right at the heart of the tender process so companies respond to consumer expectations and can be held to account if they don't."

A spokesman for the rail industry body the Rail Delivery Group said: "As we acknowledged last month when the independent watchdog's far more comprehensive survey found that more than four out of five passengers were satisfied with their overall journey, the industry needs to build on the improvements it has delivered over the last 15 years.

"We are always keen to get feedback from customers, whether good or bad, which has helped the industry attract record numbers of passengers and cut complaints by three quarters in a decade."

Comments (16)

Please log in to enable comment sorting

9:33am Mon 17 Feb 14

cookster says...

The problem is how many of these companies don't want to plough money into improvements because they know they're going to lose their franchise soon anyway? Southeastern trains are probably the dirtiest trains in the country, that's for certain.
The problem is how many of these companies don't want to plough money into improvements because they know they're going to lose their franchise soon anyway? Southeastern trains are probably the dirtiest trains in the country, that's for certain. cookster
  • Score: 20

11:25am Mon 17 Feb 14

SidcupResident says...

I've just voted with my wallet and mostly got the bus and tube for the last year or two instead. The journey takes a bit longer but it's cheaper and more reliable.
I've just voted with my wallet and mostly got the bus and tube for the last year or two instead. The journey takes a bit longer but it's cheaper and more reliable. SidcupResident
  • Score: 11

1:43pm Mon 17 Feb 14

Wiff180 says...

I've recently started using the delay and repay forms and claiming back each delay I get. It certainly makes me feel a bit better when I hanging round waiting for a train on a deserted platform with no staff to ask. I got about £ 20 back just last month.
I don't really care too much about the service any more. I get more annoyed with the level of staff you encounter. At Crayford we have 1 bloke who is more interested in flirting and helping any attractive young girls catching the train, if anyone else asks him a question he is massively unhelpful to the point of rude. But then I suppose he thinks he has a chance with some of the female customers. Pathetic really - but a great example of the staff
I've recently started using the delay and repay forms and claiming back each delay I get. It certainly makes me feel a bit better when I hanging round waiting for a train on a deserted platform with no staff to ask. I got about £ 20 back just last month. I don't really care too much about the service any more. I get more annoyed with the level of staff you encounter. At Crayford we have 1 bloke who is more interested in flirting and helping any attractive young girls catching the train, if anyone else asks him a question he is massively unhelpful to the point of rude. But then I suppose he thinks he has a chance with some of the female customers. Pathetic really - but a great example of the staff Wiff180
  • Score: 14

2:43pm Mon 17 Feb 14

SidcupResident says...

Wiff180 wrote:
I've recently started using the delay and repay forms and claiming back each delay I get. It certainly makes me feel a bit better when I hanging round waiting for a train on a deserted platform with no staff to ask. I got about £ 20 back just last month. I don't really care too much about the service any more. I get more annoyed with the level of staff you encounter. At Crayford we have 1 bloke who is more interested in flirting and helping any attractive young girls catching the train, if anyone else asks him a question he is massively unhelpful to the point of rude. But then I suppose he thinks he has a chance with some of the female customers. Pathetic really - but a great example of the staff
The problem is, how many people have been sacked for repeated lateness because of Southeastern's incompetence. Delay and Repay isn't going to help those people much.
[quote][p][bold]Wiff180[/bold] wrote: I've recently started using the delay and repay forms and claiming back each delay I get. It certainly makes me feel a bit better when I hanging round waiting for a train on a deserted platform with no staff to ask. I got about £ 20 back just last month. I don't really care too much about the service any more. I get more annoyed with the level of staff you encounter. At Crayford we have 1 bloke who is more interested in flirting and helping any attractive young girls catching the train, if anyone else asks him a question he is massively unhelpful to the point of rude. But then I suppose he thinks he has a chance with some of the female customers. Pathetic really - but a great example of the staff[/p][/quote]The problem is, how many people have been sacked for repeated lateness because of Southeastern's incompetence. Delay and Repay isn't going to help those people much. SidcupResident
  • Score: 10

3:38pm Mon 17 Feb 14

Wiff180 says...

It might not help those people, but why should customers allow SE trains to get away with charging for a service and not providing it. I would encourage anyone to claim the money back, which is actually what the ticket office bloke told me to do initially.
It might not help those people, but why should customers allow SE trains to get away with charging for a service and not providing it. I would encourage anyone to claim the money back, which is actually what the ticket office bloke told me to do initially. Wiff180
  • Score: 14

11:43pm Mon 17 Feb 14

Wombles4000 says...

Well real chance of improvements have gone now until 2018 after Kent council blocked Transport for London taking over at the end of last year. It was looking likely - TfL had put aside £10 million for improvements. Kent blocked the improvements such as staff at most stations all day until closing, oyster going to Dartford, and twice as many trains after 8pm.

In Hertfordshire they embraced TfL taking over from Greater Anglia and now people in east and north east London will get better frequencies, more staff, and new trains.
Well real chance of improvements have gone now until 2018 after Kent council blocked Transport for London taking over at the end of last year. It was looking likely - TfL had put aside £10 million for improvements. Kent blocked the improvements such as staff at most stations all day until closing, oyster going to Dartford, and twice as many trains after 8pm. In Hertfordshire they embraced TfL taking over from Greater Anglia and now people in east and north east London will get better frequencies, more staff, and new trains. Wombles4000
  • Score: 8

9:56am Tue 18 Feb 14

AshRose says...

Wiff180 wrote:
I've recently started using the delay and repay forms and claiming back each delay I get. It certainly makes me feel a bit better when I hanging round waiting for a train on a deserted platform with no staff to ask. I got about £ 20 back just last month.
I don't really care too much about the service any more. I get more annoyed with the level of staff you encounter. At Crayford we have 1 bloke who is more interested in flirting and helping any attractive young girls catching the train, if anyone else asks him a question he is massively unhelpful to the point of rude. But then I suppose he thinks he has a chance with some of the female customers. Pathetic really - but a great example of the staff
Delay Repay is all well and good if it was actual money you were getting back instead of ponsy vouchers! Not forgetting that these vouchers can't be claimed in conjunction with Oyster either. Like many, I pay the same amount per year as those who purchase a paper ticket (which is supposed to last 12 whole months!) yet I am unable to use them as a discount against my renewal.
[quote][p][bold]Wiff180[/bold] wrote: I've recently started using the delay and repay forms and claiming back each delay I get. It certainly makes me feel a bit better when I hanging round waiting for a train on a deserted platform with no staff to ask. I got about £ 20 back just last month. I don't really care too much about the service any more. I get more annoyed with the level of staff you encounter. At Crayford we have 1 bloke who is more interested in flirting and helping any attractive young girls catching the train, if anyone else asks him a question he is massively unhelpful to the point of rude. But then I suppose he thinks he has a chance with some of the female customers. Pathetic really - but a great example of the staff[/p][/quote]Delay Repay is all well and good if it was actual money you were getting back instead of ponsy vouchers! Not forgetting that these vouchers can't be claimed in conjunction with Oyster either. Like many, I pay the same amount per year as those who purchase a paper ticket (which is supposed to last 12 whole months!) yet I am unable to use them as a discount against my renewal. AshRose
  • Score: 1

11:18am Tue 18 Feb 14

SidcupResident says...

AshRose wrote:
Wiff180 wrote: I've recently started using the delay and repay forms and claiming back each delay I get. It certainly makes me feel a bit better when I hanging round waiting for a train on a deserted platform with no staff to ask. I got about £ 20 back just last month. I don't really care too much about the service any more. I get more annoyed with the level of staff you encounter. At Crayford we have 1 bloke who is more interested in flirting and helping any attractive young girls catching the train, if anyone else asks him a question he is massively unhelpful to the point of rude. But then I suppose he thinks he has a chance with some of the female customers. Pathetic really - but a great example of the staff
Delay Repay is all well and good if it was actual money you were getting back instead of ponsy vouchers! Not forgetting that these vouchers can't be claimed in conjunction with Oyster either. Like many, I pay the same amount per year as those who purchase a paper ticket (which is supposed to last 12 whole months!) yet I am unable to use them as a discount against my renewal.
Also you only qualify for Delay and Repay if your train is more than 30 minutes late....
[quote][p][bold]AshRose[/bold] wrote: [quote][p][bold]Wiff180[/bold] wrote: I've recently started using the delay and repay forms and claiming back each delay I get. It certainly makes me feel a bit better when I hanging round waiting for a train on a deserted platform with no staff to ask. I got about £ 20 back just last month. I don't really care too much about the service any more. I get more annoyed with the level of staff you encounter. At Crayford we have 1 bloke who is more interested in flirting and helping any attractive young girls catching the train, if anyone else asks him a question he is massively unhelpful to the point of rude. But then I suppose he thinks he has a chance with some of the female customers. Pathetic really - but a great example of the staff[/p][/quote]Delay Repay is all well and good if it was actual money you were getting back instead of ponsy vouchers! Not forgetting that these vouchers can't be claimed in conjunction with Oyster either. Like many, I pay the same amount per year as those who purchase a paper ticket (which is supposed to last 12 whole months!) yet I am unable to use them as a discount against my renewal.[/p][/quote]Also you only qualify for Delay and Repay if your train is more than 30 minutes late.... SidcupResident
  • Score: 3

12:18pm Tue 18 Feb 14

sandra177 says...

Yesterday the service between Sevenoaks and Kentish town was mostly cancelled due to flooding on the Brighton line !.It actually took me two hours and 40 minutes to travel between St Pancras International and Swanley last night.I had actually checked the SouthEastern website before leaving work and the service was 'minor dealys on the Bromley South Line. We are paying for to get to work and to get home quickly and on time and this is what commuters expect.
Yesterday the service between Sevenoaks and Kentish town was mostly cancelled due to flooding on the Brighton line !.It actually took me two hours and 40 minutes to travel between St Pancras International and Swanley last night.I had actually checked the SouthEastern website before leaving work and the service was 'minor dealys on the Bromley South Line. We are paying for to get to work and to get home quickly and on time and this is what commuters expect. sandra177
  • Score: 3

3:16pm Tue 18 Feb 14

Invicta58 says...

A spokesman said "we have really improved during the last 15 years. We've gone from absolute bottom to joint bottom". Funny thing is they actually think this way.
A spokesman said "we have really improved during the last 15 years. We've gone from absolute bottom to joint bottom". Funny thing is they actually think this way. Invicta58
  • Score: 4

11:37am Wed 19 Feb 14

Hk says...

Just to endorse their position at the top they just seem to be continuously crap! While waiting for a train at my station, due in at 8.34, the train was approaching but rather than stopping it totally overran and carried on without stopping! I know from Twitter that passengers that were on the train knew there was a problem and that the driver should have stopped at my station. He even made an announcement that if you had wanted the stop he missed to get off at the next one and go back!

I dont want to be overdramatic but what on earth was that driver doing to have forgotten to stop? Its not like that is a new train on the time table! I would dread to think what would have happened if he had missed a red signal!

Many people have tweeted about this and contacted South Eastern but no response whatsoever, as yet, from them!
Just to endorse their position at the top they just seem to be continuously crap! While waiting for a train at my station, due in at 8.34, the train was approaching but rather than stopping it totally overran and carried on without stopping! I know from Twitter that passengers that were on the train knew there was a problem and that the driver should have stopped at my station. He even made an announcement that if you had wanted the stop he missed to get off at the next one and go back! I dont want to be overdramatic but what on earth was that driver doing to have forgotten to stop? Its not like that is a new train on the time table! I would dread to think what would have happened if he had missed a red signal! Many people have tweeted about this and contacted South Eastern but no response whatsoever, as yet, from them! Hk
  • Score: 5

3:30pm Wed 19 Feb 14

Wombles4000 says...

AshRose wrote:
Wiff180 wrote:
I've recently started using the delay and repay forms and claiming back each delay I get. It certainly makes me feel a bit better when I hanging round waiting for a train on a deserted platform with no staff to ask. I got about £ 20 back just last month.
I don't really care too much about the service any more. I get more annoyed with the level of staff you encounter. At Crayford we have 1 bloke who is more interested in flirting and helping any attractive young girls catching the train, if anyone else asks him a question he is massively unhelpful to the point of rude. But then I suppose he thinks he has a chance with some of the female customers. Pathetic really - but a great example of the staff
Delay Repay is all well and good if it was actual money you were getting back instead of ponsy vouchers! Not forgetting that these vouchers can't be claimed in conjunction with Oyster either. Like many, I pay the same amount per year as those who purchase a paper ticket (which is supposed to last 12 whole months!) yet I am unable to use them as a discount against my renewal.
Rail voucher can be combined with oyster but only at tube stations so another area where SE London suffers.

Plus it's only at Tube ticket offices - which TfL now wants to close and wont allow to be done at machines. One reason to support the strike.
[quote][p][bold]AshRose[/bold] wrote: [quote][p][bold]Wiff180[/bold] wrote: I've recently started using the delay and repay forms and claiming back each delay I get. It certainly makes me feel a bit better when I hanging round waiting for a train on a deserted platform with no staff to ask. I got about £ 20 back just last month. I don't really care too much about the service any more. I get more annoyed with the level of staff you encounter. At Crayford we have 1 bloke who is more interested in flirting and helping any attractive young girls catching the train, if anyone else asks him a question he is massively unhelpful to the point of rude. But then I suppose he thinks he has a chance with some of the female customers. Pathetic really - but a great example of the staff[/p][/quote]Delay Repay is all well and good if it was actual money you were getting back instead of ponsy vouchers! Not forgetting that these vouchers can't be claimed in conjunction with Oyster either. Like many, I pay the same amount per year as those who purchase a paper ticket (which is supposed to last 12 whole months!) yet I am unable to use them as a discount against my renewal.[/p][/quote]Rail voucher can be combined with oyster but only at tube stations so another area where SE London suffers. Plus it's only at Tube ticket offices - which TfL now wants to close and wont allow to be done at machines. One reason to support the strike. Wombles4000
  • Score: 1

8:42pm Wed 19 Feb 14

newcrosslad says...

AshRose wrote:
Wiff180 wrote:
I've recently started using the delay and repay forms and claiming back each delay I get. It certainly makes me feel a bit better when I hanging round waiting for a train on a deserted platform with no staff to ask. I got about £ 20 back just last month.
I don't really care too much about the service any more. I get more annoyed with the level of staff you encounter. At Crayford we have 1 bloke who is more interested in flirting and helping any attractive young girls catching the train, if anyone else asks him a question he is massively unhelpful to the point of rude. But then I suppose he thinks he has a chance with some of the female customers. Pathetic really - but a great example of the staff
Delay Repay is all well and good if it was actual money you were getting back instead of ponsy vouchers! Not forgetting that these vouchers can't be claimed in conjunction with Oyster either. Like many, I pay the same amount per year as those who purchase a paper ticket (which is supposed to last 12 whole months!) yet I am unable to use them as a discount against my renewal.
The Delay Repay vouchers can be used with Oyster at train stations - I topped up my Oyster card at a National Rail station with a voucher from Delay Repay just the other day. They should be accepted at any National Rail station ticket office in London (provided it has Oyster facilities).
[quote][p][bold]AshRose[/bold] wrote: [quote][p][bold]Wiff180[/bold] wrote: I've recently started using the delay and repay forms and claiming back each delay I get. It certainly makes me feel a bit better when I hanging round waiting for a train on a deserted platform with no staff to ask. I got about £ 20 back just last month. I don't really care too much about the service any more. I get more annoyed with the level of staff you encounter. At Crayford we have 1 bloke who is more interested in flirting and helping any attractive young girls catching the train, if anyone else asks him a question he is massively unhelpful to the point of rude. But then I suppose he thinks he has a chance with some of the female customers. Pathetic really - but a great example of the staff[/p][/quote]Delay Repay is all well and good if it was actual money you were getting back instead of ponsy vouchers! Not forgetting that these vouchers can't be claimed in conjunction with Oyster either. Like many, I pay the same amount per year as those who purchase a paper ticket (which is supposed to last 12 whole months!) yet I am unable to use them as a discount against my renewal.[/p][/quote]The Delay Repay vouchers can be used with Oyster at train stations - I topped up my Oyster card at a National Rail station with a voucher from Delay Repay just the other day. They should be accepted at any National Rail station ticket office in London (provided it has Oyster facilities). newcrosslad
  • Score: 1

3:52pm Thu 20 Feb 14

Wombles4000 says...

What station was that? You may have gone to one of the TfL run overground stations which do, but not New Cross which southeastern serve conveniently. TfL do not run stations in SE London.

Delay repay can no longer be attached to oyster at southeastern stations. South West trains also pulled the plug last year on that. The GLA have been trying to change it.
What station was that? You may have gone to one of the TfL run overground stations which do, but not New Cross which southeastern serve conveniently. TfL do not run stations in SE London. Delay repay can no longer be attached to oyster at southeastern stations. South West trains also pulled the plug last year on that. The GLA have been trying to change it. Wombles4000
  • Score: 1

3:55pm Thu 20 Feb 14

Wombles4000 says...

Here we go. From southeastern's website and it shows they stopped ticket offices offering oyster facilities such as using vouchers. Only machine top ups can be used which doesn't allow vouchers -

'After August 2013 you will no longer be able to top-up your Oyster card from the seven Southeastern station ticket offices that previously provided this service. You will still be able to top-up using the ticket vending machines. The stations are: Beckenham Junction, Charing Cross, Elmers End, Greenwich, Lewisham, New Cross and Woolwich Arsenal.'

From southeasterns website http://www.southeast
ernrailway.co.uk/tic
kets-and-fares/ticke
t-types/138/
Here we go. From southeastern's website and it shows they stopped ticket offices offering oyster facilities such as using vouchers. Only machine top ups can be used which doesn't allow vouchers - 'After August 2013 you will no longer be able to top-up your Oyster card from the seven Southeastern station ticket offices that previously provided this service. You will still be able to top-up using the ticket vending machines. The stations are: Beckenham Junction, Charing Cross, Elmers End, Greenwich, Lewisham, New Cross and Woolwich Arsenal.' From southeasterns website http://www.southeast ernrailway.co.uk/tic kets-and-fares/ticke t-types/138/ Wombles4000
  • Score: 2

3:51pm Wed 26 Feb 14

langomango says...

I use the High Speed trains that are about a third more expensive and the train is late every single day. I've started taking a picture of the display panel and posting it on Southeastern's twitter page and hashtagging their failure. I usually get an apology but that doesn't get me to work on time.
I use the High Speed trains that are about a third more expensive and the train is late every single day. I've started taking a picture of the display panel and posting it on Southeastern's twitter page and hashtagging their failure. I usually get an apology but that doesn't get me to work on time. langomango
  • Score: 0

Comments are closed on this article.

click2find

About cookies

We want you to enjoy your visit to our website. That's why we use cookies to enhance your experience. By staying on our website you agree to our use of cookies. Find out more about the cookies we use.

I agree