Open for business Multi-billion pound modernisation of London Bridge is complete

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1 Free copy On Board For your Southeastern journey Spring/Summer 2018 Open for business Multi-billion pound modernisation of London Bridge is complete Plus Preparing for summer Station improvements How did your service perform?

2 A faster way to the beach? Get out of town! High speed trains direct from St Pancras International to Tankerton Beach, Whitstable Book tickets and full T&Cs at southeasternrailway.co.uk/high-speed

3 On Board. April 2018 September 2018 Hello, With the winter weather finally over and the Beast from the East a distant memory, it s time to look forward to getting out and about in the summer sun. Whether you prefer an afternoon on the beach with your feet up or a stroll through a picturesque village, our network has something for everyone. Head to page 8 for some summer trips suggestions to fit any budget or turn to page 12 for more information on the range of destinations you can travel to. It s now going to be easier than ever to get where you re going too, with normal service resumed at London Bridge following its redevelopment as part of the multi-billion pound Thameslink Programme. The last section of its concourse and final five platforms opened at the beginning of the year find out more about that and our new May timetable on page 10. The results from the latest National Rail Passenger Survey are in, and we re delighted with the outcome. There s been a range of improvements across the board, with the headline figure being a score of 80 per cent overall satisfaction. Page 4 has the key figures. And if you want to find out what s been going in our local communities, we ve got you covered. Pages 14 and 15 features a host of community stories and on page 18 you can read about how our staff have been giving customers a helping hand. From page 19 onwards, you can also find out more about our performance and punctuality figures, as well as details of station opening hours. Editor Disclaimer The opinions expressed in this guide are not necessarily those of Southeastern. Editorial about Southeastern products and services may not include all of the applicable terms and conditions. Visit southeasternrailway. co.uk call or write to Southeastern Customer Relations, P O Box 10422, Unit 16, Coalfield Way, Ashby-de-la- Zouch LE65 9EL. Registered in England (CN ) Southeastern is part of Govia, a joint-venture between Go-Ahead Group plc and Keolis UK ltd. Produced by beetroot. beetroot.co.uk Contents 4 Survey results We re proud to have achieved an 80 per cent score in overall satisfaction 6 Customer service WiFi is now available on our trains 7 Station improvements Strood station looks better than ever following an extensive upgrade 8 Out and about There s a range of destinations on our network, whatever your budget 10 Thameslink Programme London Bridge s amazing new station is now open 12 Summer trips Take advantage of the sunshine with a summer trip 14 Community spirit Stories from across our communities 16 Seasonal preparedness A look at how we prepare our trains and infrastructure for the summer 18 Service excellence Our staff have been going above and beyond to help customers 19 Performance Statistics, punctuality and opening hours Spring/Summer

4 Service improvements Focused on improving our services Eight out of ten of our passengers are satisfied with our service according to the most recent National Rail Passenger Survey (NRPS) results The latest NRPS survey results were announced in January 2018 by independent watchdog Transport Focus, and we re delighted to say we achieved 80 per cent overall satisfaction from our customers a four per cent increase from the same period 12 months earlier. David Statham, Managing Director of Southeastern, said: We re pleased to see that our scores are continuing to improve. We ve achieved this through the hard work and commitment of our employees, working together with our colleagues at Network Rail. 4.8m We ve invested 4.8m in station improvements: we ve deep cleaned and painted all stations. 4 On Board We d also like to say thank you to all our passengers for their patience over the past year while London Bridge was transformed. I was particularly delighted to see that the fantastic efforts of passengerfacing colleagues have been recognised by our passengers and reflected in the scores. We ve seen some big increases, including a four per cent increase for the information we provide our passengers during their journey. There s been an uplift of five per cent for availability of staff at stations, a six per cent rise in attitude and helpfulness of staff on board, as well as an eight per cent increase in the overall station environment. These scores show that our passengers are seeing the benefits of our 78 million investment in improving travel information and train reliability. As well as the investment specified in the Franchise Agreement, Southeastern has invested a further 10 million over and above to deliver passenger benefits. Ellie Burrows, Train Services Director, thanked employees for their part in delivering the impressive results. They consistently and relentlessly work to improve our service for our passengers. We ve introduced Oyster and contactless payment between Stratford and St Pancras after previously introducing Oyster at Dartford and Swanley. We ve trained 108 new drivers and hired 300 additional frontline staff. Increase in the provision of information on trains.

5 We have provided ipad tablets for drivers, on-board and gateline staff to ensure better access to service information. We are committed to improving capacity on our network for our passengers, who are now benefiting from 68 extra carriages which have been added to trains on the busiest services since September. 68 Last year, we were re-accredited as an Investors in People (IiP) champion organisation putting us in the top one per cent of organisations in the IiP community. 2 % Our Customer Ambassadors pilot project has won the National Rail Award for Customer Service Excellence. We have now widened the programme and recruited more ambassadors to support more stations on our network. It has delivered a 20 per cent uplift in customer satisfaction at the stations where it was implemented. 63 We ve installed 63 additional ticket vending machines. As part of this initiative, we recruited additional people to be present at high footfall stations to meet passengers needs including assistance, journey planning and information using handheld devices providing real-time information. Spring/Summer

6 Delighting our customers Word on the tweet The arrival of the free WiFi isn t the only part of our service delighting customers Make the connection Southeastern passengers can now enjoy better connections on board our trains thanks to a new, free WiFi system The rollout of free WiFi is part of our 78 million programme of investment to improve the journey experience for our customers while travelling with us. Each and every train unit in Southeastern s fleet Metro, Mainline and High Speed is being progressively fitted with free WiFi, which can be used across our network in Kent, Sussex and south-east London. At the time of writing, around per cent of Southeastern s 392-strong fleet of train units have already been fitted with WiFi, with the remainder expected to follow by no later than June Mark Johnson, Engineering Director, said: We re thrilled to provide this free WiFi for our passengers. We know that this is what they ve been asking for, so our engineers have worked day and night to deliver it for them. Dedicated installation teams at Southeastern s depots at Ashford, Ramsgate and Slade Green have worked around the clock to fit every train in the fleet a process which will continue until June to cover all trains. For many of Southeastern s engineering team, it s the biggest project they ve been involved in. Southeastern s WiFi network can be found easily. Look for Southeastern _ WiFi in your available networks. There is no need to provide an address. It will enable without large attachments, surfing the internet, connectivity for smartphones and tablets and on-train stored content such as basic travel and timetable information. Working together with the Department for Transport and other partners, we have no doubt our passengers will enjoy the benefits this will bring by giving them easier access to the internet, travel information, s and social media. 6 On Board

7 Station improvements Heyday on the Medway The ribbon was cut at Southeastern s new and improved Strood station following a 2.59 million upgrade. A joint venture between the National Station Improvement Programme and Medway Council, which provided 1.34 and 1.25 million respectively, the revitalisation of the station is part of a 20-year regeneration programme aiming to bring more than 1 billion of private sector investment to the area. Strood is the first new station building developed by Southeastern. It features a bright modern design, larger booking hall, new waiting room and better facilities for passengers. Further improvements include step free access to all station areas, additional customer information screens and seating, an extra ticket vending machine and a new baby changing facility. David Wornham, Passenger Services Director, Southeastern, said: We are delighted to be opening our fantastic new Strood station as part of our programme to improve stations and facilities and make the journey experience better for our passengers. We have worked in close partnership with Medway Council who co-funded the project. The new station shows how Southeastern s investment in our network is contributing to wider economic and community development in Medway and North Kent. Cllr Rodney Chambers, Medway Council s Portfolio Holder covering the Local Growth Fund, was equally impressed with the new station. He said: Strood s new railway station is another example of Medway Council successfully partnering with Southeastern and Network Rail to invest in gateway stations across Medway. The newly improved stations give visitors a fantastic first impression of the area, as soon as they step off the train. Game-changing facelift Mayor of Sevenoaks, Cllr Maxine Chakowa, with Lord Sackville, publisher, author and guardian of Knole House Work on the 1.3 million restoration of Bat and Ball, a Victorian railway station in Sevenoaks, began at the end of March after a grant of 750,000 was awarded from the Heritage Lottery Fund. Bat and Ball station was constructed in 1862 and was the first station in Sevenoaks with passengers such as Queen Victoria among those to have used the facilities while on her way to Knole House. The new building will have public toilets, two community rooms, a cafe selling local Kent produce and heritage information. The new building will also have the ability to sell train tickets and flat access to the London-bound platform of the station. Spring/Summer

8 Out and about Come rain or shine Whether it s artistic retreats or strolls in the capital, there s plenty on offer in the South East to make the most of the English summer Where: Broadstairs What to do: Charles Dickens used to holiday on the small, sandy beach that is Viking Bay in Broadstairs. The town s main attraction is great for all the family, with a tidal pool, children s rides and a surf school open from March until October. After a day at the seaside, why not head to The Tartar Frigate? Next to the bay, it s one of the only 18th century flint restaurants in Kent. And nearby overlooking the ocean is Morelli s Gelato, which has been serving homemade ice-cream for nearly a century. Or, if the weather is a washout, why not try the town s Palace Cinema? The independent theatre is a listed building and ticket prices range from On a budget Snooze in the summer sun where a famous author used to spend his holidays 8 On Board

9 Where: Folkestone What to do: Artists, beaches and a unique history lie in wait at Folkestone. The seaside town s Creative Quarter houses more than 100 artistic enterprises within its cobbled centre, with galleries, shops, cafes and bars offering unique items. There s even a permanent public art collection of 27 pieces, Folkestone Artworks, on display throughout the town. And after all that exploring, there s theatre, dance, comedy, film and music at the Folkestone Quarterhouse, with tickets typically under 10. If you fancy a bite to eat, the town has a variety of options for even the fussiest eaters Luben s Pizza offers wood-fired pizza made from local produce ( ). Treat yourself to fresh coffee beans at Steep Street Coffee House or try some local ale at Kip s Alehouse. Mid range Get the creative juices flowing with an afternoon in the artistic town of Folkestone Where: Greenwich What to do: With the days getting longer and warmer, why not take a trip to one of the largest green spaces in South East London? A former hunting range, Greenwich Park offers panoramic views across the city. And if you get a little peckish from all that walking, there s plenty of bites available at Greenwich Market, featuring more than 120 stalls to suit every taste. Or try a traditional Greenwich favourite with Goddards from 4-8. Tracing its origins back to 1890, it serves homemade pie, mash and liquor. If you fancy ending your day with a small tipple, then head to the maritime-themed The Plume of Feathers pub, or go on a guided Greenwich Brewery Tour for just 20 per person. Luxury day out Treat the family to a maritime day out just a stone s throw from central London Don t forget We sell undiscounted anytime fares on-board our trains, so make you sure buy before you board for the best value! There are a number of ways to do this: buy a ticket at the ticket office, online, through the On Track app or at a vending machine in any of our stations. Season ticket holders can also register for our smart card, The Key, online. Spring/Summer

10 Thameslink Programme New year, new London Bridge With the incredible new London Bridge station now open, it s time to look ahead to the May 2018 introduction of a new and improved timetable... The start of a new year wasn t the only thing to celebrate in January, with the final section of London Bridge station opening to customers following its redevelopment under the multi-billionpound government-sponsored Thameslink Programme. In addition to the final five new platforms entering service, the last third of London Bridge s huge new concourse, larger than the pitch at Wembley, opened and Cannon Street trains resumed stopping at the station. The opening followed 10 days of major engineering work and marks the beginning of the end for the station s redevelopment. All that remains to be completed is minor work on the concourse, with more new shops, cafes and leisure facilities due to open throughout Work to modernise and improve London Bridge began in Along with the brand-new concourse and 15 new platforms, nine through and six terminating, tracks in and around the station have been untangled to allow more trains to use the station at the same time. Southeastern s Anne Clark, Head of Major Programmes, said the years of hard work have been well worth it: The station looks absolutely fantastic. It s immediately noticeable from the moment you step on to the concourse through to boarding a train from one of the new platforms. It s been a massive undertaking for everyone involved and has had a huge impact on passengers and staff alike. I was talking to someone recently who likened it to open heart surgery on the railway, which I think is an apt description. Now that the work is reaching its conclusion, we can all enjoy the wide range of benefits the new London Bridge offers, from improved access and a wealth of new facilities, to a full train service running from fantastic new platforms. David Statham, Southeastern Managing Director, added: The refurbishment 10 On Board

11 The refurbishment marks a major milestone in the transformation of London Bridge and rail transport across London marks a major milestone in the transformation of London Bridge and rail transport across London. I d like to thank our passengers for bearing with us throughout the past few years while the engineering works have been under way. As result, they will see new routes and more reliable Southeastern services, including new destinations, connecting communities between London and across Kent. Along with the opening of the redeveloped station, times are changing. The new May 2018 timetable started on Sunday 20 May, affecting Thameslink, Southeastern and Southern services. Anne continued: The new timetable is a big change for Southeastern. In fact, it s one of the biggest we have had in several years, and our customers will benefit from more services and better connections. We re taking full advantage of the new infrastructure to provide additional services which will help us increase capacity and meet demand. There will now be direct trains to more destinations and improved off-peak services. I d advise all passengers to check their new times, as almost all services are changing. Full details of our updated timetable can be found at timesarechanging Spring/Summer

12 Out and about Catch the Wimbledon action live with Strawberries and Screen at King s Cross from July 2-15 Things to do this summer There is something for everyone in our region #SEhiddengems St Pancras International Farringdon City Thameslink Charing Cross Victoria Waterloo East Loughborough Junction Brixton Cannon Street Blackfriars Elephant & Castle (Zone 1 & 2) Herne Hill (Zone 2 & 3) Nunhead Peckham Rye Denmark Hill West Dulwich Sydenham Hill London Bridge Crofton Park Penge East Kent House Lewisham (Zone 2 & 3) Catford Lower Sydenham Greenwich Westcombe (Zone 2 & 3) Park Deptford Maze Hill New Cross New Beckenham Clock House Elmers End Eden Park West Wickham Hayes (Kent) The National Portrait Gallery, near Charing Cross station, has a range of summer workshops to keep even the youngest art fans entertained Stratford International St Johns Catford Bridge Hither Green Bellingham Beckenham Hill Ravensbourne Kidbrooke Lee Grove Park Sundridge Park Shortlands Charlton Bromley South Woolwich Dockyard Mottingham Elmstead Woods Bickley Chislehurst New Eltham Petts Wood Orpington Woolwich Arsenal Falconwood St Mary Cray Chelsfield Knockholt Dunton Green Plumstead Blackheath Eltham W Ladywell Beckenham Junction Bromley North The National Portrait Gallery, near Charing Cross station, has a range of summer workshops to keep even the youngest art fans entertained Sidcup Swanley Eynsford Shoreham (Kent Sevenoaks Hildenboroug Tonbridge Bat High Brooms Tunbridge W Southeastern routes Other operator routes Docklands Light Rail Interchange Ferry Link Southeastern limited service routes Southeastern high speed route (HS1) Southeastern high speed service routes Southeastern high speed limited service routes London Travelcard Zones 1-8 Oyster pay as you go area Limited station call Underground Interchange Tramlink Interchange Eurostar Interchange Step free access Pay as you go can be used between St Pancras and Stratford International. Specific fares apply on this route. Capping does not apply. Site of the 1066 Battle of Hastings, have a memorable day out at the historic Battle Abbey in East Sussex For information about Oyster and Pay as you go fares visit: tfl.gov.uk/fares 03/18 Ebbsfleet International 12 On Board Sheerness-on-Sea Queenborough Swale rne alecliffe

13 Abbey Wood ) elling Otford Belvedere Bexleyheath Albany Park Bexley Crayford Farningham Road Erith Longfield Slade Green Barnehurst Meopham Experience live performances at the Old Royal Naval College with Greenwich Music Time from July 1-7 Dartford Stone Crossing Greenhithe Swanscombe Northfleet Gravesend Higham Strood Sole Street Cuxton Halling Ebbsfleet International From August 2016 Charing Cross services begin stopping at London Bridge, Cannon Street services will not stop at London Bridge until January 2018 Southeastern Newington Rainham (Kent) Gillingham (Kent) Chatham Rochester Southeastern routes Southeastern limited service routes Southeastern high speed route (HS1) Southeastern high speed service routes Celebrating the town s links to the oyster industry, Whitstable s Oyster Festival runs from July Sheerness-on-Sea Queenborough Swale Kemsley Other operator Sittingbourne Other operator routes London Travelcard Zones 1-8 Oyster pay as you go area Limited station call Teynham Faversham Selling Whitstable Docklands Light Rail Interchange Chestfield & Swalecliffe Herne Bay Birchington-on-Sea Westgate-on-Sea Margate Broadstairs Dumpton Park Ramsgate h & Ball Paddock Wood Kemsing Borough Green & Wrotham East Malling West Malling (for Kings Hill) Barming Maidstone Barracks Maidstone West East Farleigh Wateringbury Yalding Beltring Aylesford Snodland New Hythe Harrietsham Lenham Charing Maidstone East Bearsted (for Leeds Castle) Hollingbourne Wye Chilham Canterbury West Docklands Light Rail Interchange Ferry Link Underground Interchange Tramlink Interchange Eurostar Interchange Step free access Southeastern high speed limited service routes Pay as you go can be used between St Pancras and Stratford International. Specific fares apply on this route. Capping does not apply. For information about Oyster and Pay as you go fares visit: tfl.gov.uk/fares 03/18 Broadstairs Folk Week celebrates music with a range of performances from August Take a historic trip to the Tudor Times at one of England s oldest coastal forts, Deal Castle Sturry Minster Canterbury East Bekesbourne Adisham Chartham Aylesham Snowdown Shepherds Well Kearsney Dover Priory Folkestone Central Folkestone West Sandwich Deal Walmer Martin Mill Marden Staplehurst Headcorn Pluckley Ashford International Westenhanger Sandling ells Frant Wadhurst Stonegate Etchingham Robertsbridge Battle Crowhurst West St Leonards Ham Street Appledore Rye Ore Hastings St Leonards Warrior Square Explore Rye Harbour Nature Reserve s shingle beaches and wildlife See the big cats of the world up close at Port Lympne Wild Animal Park near Sandling Spring/Summer

14 Community Great heights No pain, no gain Whether it s climbing the highest mountains in the UK or running a marathon, Southeastern Paul Scott colleagues have been getting fighting fit to raise money for Railway Children, a charity that helps bring children off the street. Four drivers from Orpington are planning to conquer the Three Peaks Challenge, which sees walkers climb Snowdon, Scafell Pike and Ben Nevis (the highest mountains in Wales, England and Scotland) in just three days. We have a great mix of stamina, experience and youth even though my wife says I can t climb a ladder! said Trainer Assessor Chris Way. Joined by Training School Manager Glyn Cooper, Trainee Driver Mary Saphy and Driver Richard Thomas, the team is called Driving Force and hopes to raise 3,500 each. Chris added: It will be tough, but the aches and pains are nothing to what those homeless kids have to suffer. Meanwhile Grove Park Driver Paul Scott aims to climb all three mountains after running the London Marathon. After the 26.2-mile run around the capital, Paul is taking a brief breather before starting training for the Three Peaks by Rail challenge. I ll make sure I m properly prepared for the walk, said Paul. Five years ago I climbed Mount Fuji in Japan. On the way back down the mountain there was only Dave McSweeney My two children thought I was too unfit to complete the run again, so I needed to prove them wrong one bottle of water between 10 of us that isn t going to happen again! Also running was Ebbsfleet and Stratford Passenger Host Dave McSweeney, who ran the marathon for a second time to raise funds for the brain trauma unit at Addenbrooke s Hospital in Cambridge. Last year, my brother-in-law suffered a brain injury, said Dave, and my two children thought I was too unfit to complete the run again, so I needed to prove them wrong! 14 On Board

15 That s the ticket! David Wornham (left) Cllr Gerry Clarkson (2nd right) and Jim Wells (right) at the opening Surprised passengers were treated to cake and train staff dressed up as Victorians when Southeastern celebrated Ashford International s 175th birthday. The event, which was attended by the Ashford Borough Council Councillor Gerry Clarkson, featured a photographic exhibition donated by Ashford Borough Museum, as well as memorabilia supplied by the Network SouthEast Railway Society. To mark the occasion, Gerry unveiled a train with the name plate Ashford, proudly served by rail for 175 years. Ashford International Station Manager Jim Wells and his team dressed up when they handed out commemorative birthday cake to passengers, resembling how the team would have looked when the station opened in Gerry said: It s amazing to think how much has changed since the first steam engine travelled into Ashford Station acting as a link between Croydon and Dover. Today, Ashford International provides a much greater link, connecting not only to the capital but also to mainland Europe. David Wornham, Passenger Services Director at Southeastern, added: The event marked a very special day for Ashford International. Today s passengers living in and around Ashford have some of the best opportunities to access London and Kent. The station has played a crucial role connecting communities in Kent and the South East. Today, Ashford International station is used by more than 3.6 million passengers each year and provides a vital link between Kent and central London. Recreating history Southeastern colleagues who helped recreate the ambulance train service that transported wounded First World War soldiers 100 years ago have been recognised with a Community Rail Award. The team organised a train to run from Queenborough to Sittingbourne via Sheerness as part of the re-enactment to remember the people who moved the injured from sea landings to hospitals inland. Alun Phillips, Southeastern Station Manager for Faversham Group, collected the ACoRP award for Best Community Engagement Event. It was a great success involving a lot of Southeastern people, who liaised with community groups, planned the journey and played a big part on the day. Spring/Summer

16 Weather ready Keeping cool How the railway prepares for hot weather and how you can prepare yourself You may not realise it, but a summer heatwave can cause as many problems for the railway as a downpour, or snow. It s not unknown for a British summer to feature abnormally high temperatures and the Southeastern network can get healthier doses of sunshine than other parts of the country! This means that we have to plan for intense heat, which can cause problems with the rail infrastructure. When Britain enjoys a summer heatwave, rails in direct sunshine can be as much as 20 C hotter than air temperature. Because rails are made from steel, they expand as they get hotter, and can start to curve known as buckling. Most of the network can operate when track temperatures heat up to 46 C roughly equivalent to air temperature of around 30 C but rails have been recorded at temperatures as high as 51 C. Keeping trains running in high temperatures When our remote monitoring systems tell us that a section of track might be expanding too much and could cause problems, we introduce local speed restrictions. Slower trains exert lower forces on the track this reduces the chance of buckling. Rails sometimes buckle even with prevention in place, and this means we need to close the line and repair the track before trains can run again. This can disrupt journeys because we often have to wait until the rail temperature has dropped before we can carry out these essential repairs. How we prevent tracks from getting too hot We work closely with specialist weather forecasters and local weather stations to make necessary plans and take action so rails are less likely to buckle. Chris Denham from Network Rail said: Our yellow test trains check the track once a month to makes sure it is level, and that the rails are safe. We also have automated equipment onboard that check all the fixings are in place. Passengers will also see our people in orange walking along the railway on a weekly basis checking the track. As most track is made up of long pieces of rail that are stretched and welded together, there is much less chance of buckling in very high temperatures because there is reduced compression. When a track is made up from short rails bolted together, small gaps are left between each one so that expansion doesn t cause a problem. We re always improving how we measure and calculate rail temperatures. One way we re doing this is by installing probes that alert us when track temperatures rise to give us the chance to take action and stop a problem before it happens. During the warmest periods, Network Rail s hot running rail forecast will advise our drivers of any temporary speed restrictions that are necessary this might be temporarily convenient but is put in place for your safety. In some parts of Britain s rail network, tracks are laid on reinforced concrete slabs rather than on sleepers and ballast (the bed of stones that supports the sleepers). This helps to prevent rails from buckling. On trains and at stations On our trains, at the start of British Summer Time every March, air-conditioning in carriages and drivers cabs is checked to ensure it s working correctly. We also have to keep control of the vegetation on the railway land around the tracks to keep it under control. Dry shrubbery or undergrowth can cause lineside fires which can disrupt the train service. We ll also share weather forecasts with our drivers sometimes with more detail than you d expect as the weather in one part of 16 On Board

17 Kent can be quite different to that of London. Ellie Burrows, Train Services Director at Southeastern, said: If you ve ever driven a car down the motorway during the driest part of summer, you ll have noticed a scattering of dead flies and insects on your windscreen. It s no different for our trains, which can be affected just as much if not more by this, as they re often travelling at far higher speeds. To combat this, we make sure that plenty of screen wash is available to wash windscreens at facilities at major railway stations. You may even spot our drivers with a bucket cleaning their windscreens at the end of routes! Enjoy the South East by train Above all, summer is a time for getting out and about by train! Outdoor festivals, music concerts, carnivals there s always a lot happening in the Garden of England and our train planners keep on top of what s happening so we can ensure that we ve prepared for the right level of service to meet passenger demand. More information If you re planning a weekend getaway, a trip to the coast or thinking of travelling in a group of three to nine adults? Take advantage of our cheap Off-Peak train tickets such as Weekender, GroupSave and Kids for a 1 to make the most of your trip. Find more ways to save and check out our top money saving tips on the Southeastern website. What can you do to keep cool? You may hear gentle reminders from us reminding you of the need to carry water while you re travelling. Our staff are on-hand if you feel unwell and if you do feel unwell, it s always easier to get help at the station. We always make sure that there is plenty of bottled water available at stations (and, increasingly free water fountains such as the new one recently installed by Network Rail at London Charing Cross). In an emergency, we have evacuation policies in place and you should always listen and act upon the instructions of railway staff, who will have been trained in all eventualities, and will know what the best course of action is. Spring/Summer

18 Customer excellence A grateful Catherine Goodier with Roxana Hrencuic On the ball A relieved journalist has thanked she had left everything on a train. three quick-thinking Southeastern Step forward TJ Akogun, Abul colleagues after they found some Rahman and Roxana Hrencuic, all recordings and photos of one of from Charing Cross, who together the world s oldest professional reunited Catherine with her footballers. precious work. Catherine Goodier had just I didn t think I would ever see those interviewed 102-year-old George interviews again, I was devastated, Haigh when to her horror she realised said Catherine, the Review Editor of Blind Veterans UK. I d spent an hour with George talking about his time with Manchester City, Stockport County and how he played against the great Sir Stanley Matthews. Then Roxana came over with the bag like an angel and I just hugged her! I am so grateful to all those involved. Roxana said: All three of us did our bit, it was a real team effort. We were so pleased to return everything to Catherine. Get me to the church on time! Allan Williams (pictured right), was approaching the end of his shift at Chislehurst when a smartly-dressed but decidedly anxious looking family rushed into the station. Sharon Payne, husband Larry, son Louis and his girlfriend Pascalle were on their way to the village of Ospringe for the wedding of Larry s nephew Nick. But when a fatality caused disruption, meaning there were no services from Bromley South to Faversham, they were in danger of missing the big day. 18 On Board Hoping to get something from Chislehurst, they hopped into a taxi and the first person they saw was Allan. They rushed in desperate to get to Faversham, he said. I looked at every way, even the High Speed, but nothing would get them there on time. So, I told them not to worry and I would find a way. Allan phoned colleague Catherine Ellis who came in early so that Allan could offer the family a personal taxi service. The grateful group piled into his car and set off on the one-hour journey, taking a detour via the M20 to avoid a road accident and passing Allan s front door in the process. Allan s efforts meant they arrived in good time and the big day was saved. When the trains were cancelled, I was panicking, in a fluster, said Sharon. We couldn t believe what Allan did for us. Without Allan, we wouldn t have got to the wedding on time. He did us such a big favour. It was lovely of him.

19 Performance Our service stats Here are our performance results for the last six months: Ticket office opening hours We averaged an open rate of 95.2% against our committed opening hours Ticket vending machines Our ticket vending machines were available for 91.6% of the time Customer comments We have received complaints per 1,000 customer journeys In six months there were 96.9 million passenger journeys made on our network Complaints per 1,000 passenger journeys Accessibility issues Company policy Complaints handling Delay compensation schemes Environmental Fares, Retailing Other Provision of information Quality on train Safety & Security Staff conduct & availability Station quality Timetabling and connection issues Train service performance Overall Environmental performance Site electricity (by month) 0.8% decrease in consumption Site gas (by month) 29.1% increase in consumption Waste recycled (% by period) 35.9% decrease Train energy (by period) 7.1% increase in consumption Spring/Summer

20 Performance Train punctuality Our punctuality is now measured by the percentage of trains we run on right time against our planned timetable. Right time is defined as arrival at final destination within 59 seconds of the time stated in the timetable, having called at all stations to which the train is scheduled to arrive and depart. The chart below shows how we performed in the six periods between 17 September 2017 and 31 March Southeastern total 17 Sept Oct Nov Dec 17 7 Jan 18 4 Feb 18 4 Mar Oct Nov 17 9 Dec 17 6 Jan 18 3 Feb 18 3 Mar Mar 18 Southeastern Period 65.4% 58.9% 55.7% 52.4% 58.6% 59.5% 64.7% Southeastern RT MAA 62.9% 63.1% 64.0% 63.9% 64.2% 63.9% 63.7% Line of Route Period 17 Sept Oct Nov Dec 17 7 Jan 18 4 Feb 18 4 Mar Oct Nov 17 9 Dec 17 6 Jan 18 3 Feb 18 3 Mar Mar 18 Hastings Route 73.0% 65.9% 65.1% 61.9% 61.5% 63.1% 74.9% Chatham Mainline 62.7% 56.1% 48.3% 51.0% 63.8% 58.9% 65.1% S E Mainline 64.7% 60.5% 56.0% 54.2% 60.2% 61.7% 70.4% Maidstone East 45.3% 38.7% 32.1% 39.9% 52.0% 46.3% 55.7% Sheerness 63.6% 51.5% 48.7% 47.2% 59.8% 67.0% 63.1% Medway Valley 53.3% 44.8% 36.0% 46.2% 51.4% 57.0% 64.2% Mainlines Total 62.3% 55.4% 50.4% 51.7% 59.4% 59.9% 66.9% High Speed Via Ashford 60.9% 60.0% 56.5% 65.4% 68.9% 56.8% 65.4% High Speed via North Kent 71.2% 65.1% 63.5% 63.9% 48.9% 55.6% 63.9% Ebbsfleet Shuttles 65.0% 50.0% 70.0% 66.5% 44.2% 62.2% 66.5% High Speed Total 65.7% 62.4% 59.9% 57.8% 68.9% 59.4% 66.0% Dartford Via Bexleyheath 62.7% 52.7% 50.6% 43.1% 48.9% 54.7% 56.6% Victoria to Orpington 42.5% 42.9% 37.6% 35.2% 44.2% 43.4% 48.8% Hayes Line 77.4% 68.8% 69.3% 61.7% 65.3% 70.6% 74.4% Orpington Via Grove Park 71.1% 69.1% 67.1% 63.5% 67.3% 67.6% 72.1% Dartford Via Sidcup 68.6% 61.0% 57.0% 48.7% 53.1% 56.1% 60.0% Dartford Via Charlton & Lewisham 71.8% 61.5% 61.1% 56.6% 60.4% 62.2% 67.1% Dartford Via Greenwich 75.3% 62.1% 59.9% 47.4% 53.4% 57.5% 60.1% Metro Total 67.0% 60.4% 58.2% 51.9% 56.8% 60.1% 63.3% Line of Route Period 17 Sept Oct Nov Dec 17 7 Jan 18 4 Feb 18 4 Mar Oct Nov 17 9 Dec 17 6 Jan 18 3 Feb 18 3 Mar Mar 18 Hastings Route 65.8% 66.9% 69.0% 69.7% 70.7% 70.6% 70.9% Chatham Mainline 62.4% 62.7% 63.8% 63.8% 64.4% 63.7% 63.1% S E Mainline 61.7% 62.5% 64.1% 64.5% 65.3% 65.2% 65.3% Maidstone East 47.8% 48.3% 49.4% 50.4% 51.8% 51.5% 51.3% Sheerness 62.0% 61.6% 62.1% 61.3% 61.7% 62.0% 61.8% Medway Valley 59.1% 58.5% 58.6% 58.7% 58.7% 58.9% 58.7% Mainlines Total 60.9% 61.4% 62.6% 62.9% 63.6% 63.5% 63.4% High Speed Via Ashford 53.1% 54.1% 55.7% 57.3% 58.8% 58.8% 59.5% High Speed via North Kent 68.1% 68.3% 69.5% 69.8% 68.4% 67.3% 66.6% Ebbsfleet Shuttles 60.0% 59.0% 61.3% 63.7% 62.9% 62.3% 60.9% High Speed Total 60.3% 60.9% 62.3% 62.8% 63.6% 63.3% 63.4% Dartford Via Bexleyheath 58.2% 58.1% 58.6% 57.8% 57.8% 57.5% 57.1% Victoria to Orpington 47.7% 47.7% 48.3% 47.9% 48.0% 47.4% 47.3% Hayes Line 71.4% 71.9% 73.1% 72.9% 73.2% 73.3% 73.3% Orpington Via Grove Park 71.0% 71.2% 71.8% 71.7% 71.7% 71.5% 71.3% Dartford Via Sidcup 63.1% 63.4% 64.3% 63.6% 63.8% 63.3% 62.7% Dartford Via Charlton & Lewisham 66.0% 65.9% 67.3% 67.0% 67.3% 66.9% 66.7% Dartford Via Greenwich 69.6% 69.0% 68.9% 67.1% 66.4% 65.5% 64.6% Metro Total 64.3% 64.4% 65.0% 64.6% 64.7% 64.3% 64.0% 20 On Board

21 Performance Ticket office opening hours This table shows the ticket office opening hours percentage against planned hours for each station. It also shows the number of times any ticket office was closed for more than four hours due to an unplanned reason (such as short notice sickness or absence). Name of station Opening Hours Actual Opening Monday-Friday Saturday AM PM AM PM Sunday AM PM Actual Opening Hours (as % of planned hours) Average last 6 months Total number of unplanned closures above 4 hours Albany Park 06:10:00 19:30:00 08:10:00 14:50:00 08:10:00 13:30: Ashford International 05:30:00 21:30:00 05:30:00 21:30:00 06:00:00 21:30: Aylesham 06:30:00 13:10:00 06:30:00 13:10:00 Closed Closed Barming 05:50:00 09:15:00 Closed Closed Closed Closed Barnehurst 06:10:00 19:30:00 08:10:00 14:50:00 08:10:00 15:40: Battle 05:40:00 19:00:00 05:40:00 19:00:00 09:10:00 16:30: Bearsted 06:10:00 19:30:00 07:10:00 13:50:00 07:40:00 15:10: Beckenham Junction 06:10:00 19:40:00 06:30:00 19:40:00 08:10:00 17:40: Belvedere 06:10:00 18:40:00 07:40:00 14:20:00 Closed Closed Bexley 06:10:00 19:30:00 06:10:00 19:30:00 08:10:00 15:40: Bexleyheath 06:10:00 20:00:00 06:30:00 20:00:00 08:10:00 16:40: Bickley 06:10:00 19:45:00 07:10:00 13:50:00 08:15:00 13:45: Birchington 05:45:00 12:25:00 06:45:00 13:25:00 Closed Closed Blackheath 06:10:00 20:00:00 06:40:00 20:00:00 08:10:00 19:40: Borough Green 06:10:00 17:55:00 07:10:00 13:50:00 08:10:00 15:40: Brixton 06:40:00 20:00:00 08:10:00 14:50:00 Closed Closed Broadstairs 06:15:00 19:30:00 06:15:00 19:30:00 08:10:00 15:40: Bromley North 06:15:00 19:00:00 07:20:00 14:00:00 Closed Closed Bromley South 06:00:00 21:30:00 06:20:00 21:30:00 06:40:00 21:30: Canterbury East 06:10:00 20:20:00 06:10:00 20:20:00 07:30:00 19:00: Canterbury West 06:15:00 19:30:00 06:15:00 19:30:00 08:30:00 17:00: Catford Bridge 06:10:00 19:30:00 06:10:00 19:30:00 08:40:00 16:40: Charing 07:15:00 11:40:00 Closed Closed Closed Closed Charlton 06:10:00 19:30:00 06:10:00 19:30:00 08:30:00 16:00: Chatham 05:45:00 20:00:00 06:15:00 20:00:00 07:00:00 19:00: Chelsfield 06:10:00 19:30:00 08:15:00 15:00:00 08:15:00 13:00: Chestfield & Swalecliffe 06:45:00 10:15:00 Closed Closed Closed Closed Chislehurst 06:10:00 19:30:00 07:00:00 19:15:00 08:15:00 15:40: Clock House 06:10:00 19:30:00 07:20:00 13:50:00 Closed Closed Crayford 06:10:00 19:30:00 06:40:00 20:00:00 08:10:00 15:40: Crowhurst 06:00:00 10:00:00 Closed Closed Closed Closed Dartford 06:10:00 20:40:00 06:10:00 19:40:00 07:10:00 20:40: Deal 05:45:00 19:10:00 05:45:00 19:10:00 07:30:00 16:00: Deptford 06:40:00 17:25:00 Closed Closed Closed Closed Dover Priory 05:30:00 21:30:00 05:30:00 21:30:00 06:15:00 21:30: Ebbsfleet International 05:50:00 22:00:00 09:50:00 17:15:00 09:20:00 17:30: Eden Park 06:10:00 12:50:00 07:20:00 14:00:00 Closed Closed Elmers End 06:10:00 19:30:00 06:10:00 19:30:00 Closed Closed Elmstead Woods 06:00:00 19:30:00 08:15:00 14:50:00 08:15:00 15:40: Eltham 06:10:00 20:00:00 06:10:00 20:00:00 08:10:00 15:40: Erith 06:05:00 19:25:00 06:10:00 19:25:00 Closed Closed Etchingham 06:10:00 12:55:00 07:20:00 14:00:00 Closed Closed Eynsford 06:10:00 12:50:00 Closed Closed Closed Closed Spring/Summer

22 Performance Name of station Opening Hours Actual Opening Monday-Friday AM PM Saturday AM PM Sunday AM PM Actual Opening Hours (as % of planned hours) Average last 6 months Total number of unplanned closures above 4 hours Falconwood 06:10:00 19:30:00 08:10:00 14:50:00 08:10:00 15:40: Farningham Road 06:10:00 10:30:00 Closed Closed Closed Closed Faversham 06:15:00 19:30:00 06:15:00 19:30:00 08:00:00 19:00: Folkestone Central 06:00:00 19:00:00 06:00:00 19:00:00 08:10:00 17:40: Folkestone West 06:25:00 13:05:00 07:35:00 14:15:00 Closed Closed Frant 06:25:00 09:45:00 Closed Closed Closed Closed Gillingham 06:10:00 20:00:00 06:10:00 20:00:00 07:00:00 19:00: Gravesend 05:45:00 20:00:00 05:45:00 20:00:00 06:45:00 20:00: Greenhithe 06:10:00 19:30:00 07:40:00 19:40:00 09:10:00 16:40: Greenwich 06:10:00 20:00:00 06:10:00 20:00:00 08:40:00 18:40: Grove Park 05:15:00 20:15:00 07:00:00 20:15:00 08:10:00 18:40: Harrietsham 06:10:00 10:25:00 Closed Closed Closed Closed Hastings 05:50:00 20:30:00 05:50:00 20:30:00 05:50:00 20:30: Hayes 06:10:00 19:30:00 07:20:00 14:00:00 Closed Closed Headcorn 06:00:00 19:20:00 07:10:00 13:50:00 08:10:00 16:30: Herne Bay 06:10:00 19:00:00 06:10:00 19:00:00 09:10:00 16:00: Herne Hill 06:10:00 19:40:00 06:30:00 19:40:00 08:10:00 17:40: High Brooms 06:20:00 19:00:00 07:10:00 13:50:00 Closed Closed Higham 06:10:00 12:50:00 Closed Closed Closed Closed Hildenborough 06:10:00 12:50:00 07:10:00 13:50:00 Closed Closed 99 1 Hither Green 06:10:00 20:00:00 06:10:00 19:30:00 08:10:00 19:40: Kearsney 06:40:00 10:20:00 Closed Closed Closed Closed Kent House 06:10:00 19:30:00 07:10:00 13:50:00 Closed Closed Kidbrooke 06:10:00 19:30:00 06:40:00 19:30:00 09:00:00 14:40: Knockholt 06:15:00 09:40:00 Closed Closed Closed Closed Ladywell 06:10:00 19:30:00 07:20:00 14:00:00 Closed Closed Lee 06:10:00 19:30:00 07:40:00 14:20:00 08:10:00 15:40: Lenham 06:20:00 13:00:00 06:20:00 13:00:00 Closed Closed Lewisham 06:10:00 20:50:00 06:10:00 20:20:00 07:10:00 20:50: London Bridge 04:50:00 01:20:00 05:05:00 01:20:00 06:45:00 01:20: London Cannon Street 07:15:00 19:40:00 Closed Closed Closed Closed London Charing Cross 04:30:00 01:05:00 04:30:00 01:05:00 06:45:00 01:05: Longfield 06:15:00 19:30:00 07:15:00 13:30:00 08:15:00 13:00: Lower Sydenham 06:20:00 13:00:00 07:20:00 14:00:00 Closed Closed Maidstone East 06:00:00 20:00:00 06:00:00 20:00:00 07:45:00 20:00: Maidstone West 06:15:00 12:50:00 06:10:00 12:50:00 Closed Closed Marden 06:15:00 13:00:00 07:00:00 13:00:00 Closed Closed Margate 06:15:00 19:30:00 06:15:00 19:30:00 09:10:00 16:40: Martin Mill 06:10:00 10:30:00 Closed Closed Closed Closed Maze Hill 06:10:00 19:30:00 06:10:00 19:30:00 Closed Closed Meopham 06:15:00 12:45:00 08:00:00 13:15:00 Closed Closed Mottingham 06:10:00 19:30:00 06:40:00 20:00:00 08:10:00 15:40: New Beckenham 06:20:00 13:00:00 07:20:00 14:00:00 Closed Closed New Cross 06:10:00 20:00:00 06:10:00 20:00:00 08:10:00 20:00: New Eltham 06:10:00 20:00:00 06:40:00 20:00:00 08:10:00 15:40: Newington 06:10:00 10:00:00 Closed Closed Closed Closed Northfleet 06:10:00 10:10:00 Closed Closed Closed Closed Orpington 06:05:00 21:00:00 06:05:00 21:00:00 06:45:00 21:00: Otford 06:15:00 19:30:00 06:15:00 19:30:00 08:10:00 15:40: Paddock Wood 06:00:00 19:00:00 08:00:00 14:30:00 08:00:00 14:30: Penge East 06:10:00 19:30:00 06:40:00 19:30:00 08:10:00 15:40: Petts Wood 05:45:00 20:00:00 07:00:00 20:00:00 07:45:00 19:45: Pluckley 06:10:00 10:40:00 Closed Closed Closed Closed On Board

23 Performance Name of station Opening Hours Actual Opening Monday-Friday Saturday AM PM AM PM Sunday AM PM Actual Opening Hours (as % of planned hours) Average last 6 months Total number of unplanned closures above 4 hours Plumstead 06:10:00 19:30:00 06:10:00 19:30:00 08:10:00 15:40: Queenborough 07:00:00 11:00:00 08:00:00 12:00:00 Closed Closed Rainham 06:00:00 19:30:00 07:00:00 19:00:00 08:00:00 19:00: Ramsgate 06:15:00 20:00:00 06:15:00 20:00:00 06:15:00 16:30: Robertsbridge 06:10:00 12:50:00 07:10:00 13:45:00 Closed Closed Rochester 06:10:00 19:30:00 06:45:00 13:25:00 Closed Closed Sandling 06:20:00 13:00:00 Closed Closed Closed Closed Sandwich 06:30:00 11:00:00 06:30:00 11:00:00 Closed Closed Sevenoaks 06:15:00 21:00:00 06:15:00 21:00:00 07:15:00 21:15: Sheerness-On-Sea 06:30:00 13:10:00 06:30:00 13:15:00 07:45:00 15:45: Shepherds Well 06:30:00 11:00:00 Closed Closed Closed Closed Shortlands 06:10:00 19:30:00 06:00:00 19:30:00 08:10:00 15:40: Sidcup 06:10:00 19:50:00 06:10:00 19:50:00 08:10:00 19:40: Sittingbourne 06:00:00 19:30:00 07:00:00 19:00:00 07:10:00 18:40: Slade Green 06:10:00 12:50:00 07:10:00 13:50:00 Closed Closed Sole Street 06:30:00 10:30:00 Closed Closed Closed Closed St Johns 07:10:00 13:50:00 Closed Closed Closed Closed St Leonards Warrior Square 06:00:00 19:20:00 08:10:00 14:50:00 Closed Closed St Mary Cray 06:10:00 19:30:00 06:10:00 19:30:00 08:15:00 16:40: Staplehurst 06:00:00 19:00:00 08:00:00 14:40:00 08:10:00 16:30: Stone Crossing 06:45:00 10:10:00 Closed Closed Closed Closed Stonegate 06:00:00 12:00:00 Closed Closed Closed Closed Stratford International 08:30:00 18:00:00 09:00:00 13:00:00 Closed Closed Strood 06:00:00 19:00:00 07:45:00 14:00:00 08:15:00 15:30: Sturry 06:30:00 10:00:00 Closed Closed Closed Closed Sundridge Park 06:45:00 13:20:00 Closed Closed Closed Closed Swanley 06:00:00 18:30:00 07:00:00 19:00:00 08:00:00 14:30: Swanscombe 06:10:00 12:50:00 08:40:00 15:20:00 Closed Closed Sydenham Hill 06:40:00 20:00:00 09:00:00 15:50:00 Closed Closed Teynham 06:30:00 09:30:00 Closed Closed Closed Closed Tonbridge 05:40:00 21:40:00 05:40:00 21:10:00 06:30:00 21:30: Tunbridge Wells 05:55:00 21:40:00 06:30:00 20:40:00 07:45:00 21:55: Wadhurst 06:20:00 18:30:00 07:10:00 13:50:00 Closed Closed Walmer 06:30:00 11:00:00 06:30:00 11:00:00 Closed Closed Welling 06:10:00 19:30:00 06:10:00 19:30:00 08:10:00 16:40: West Dulwich 06:40:00 19:30:00 07:20:00 14:00:00 08:10:00 15:40: West Malling 06:00:00 19:00:00 07:30:00 14:10:00 08:15:00 15:30: West St Leonards 05:45:00 12:25:00 06:00:00 12:40:00 Closed Closed West Wickham 06:10:00 19:30:00 07:20:00 14:00:00 Closed Closed Westcombe Park 06:10:00 19:30:00 08:10:00 14:50:00 Closed Closed Westgate-On-Sea 06:00:00 11:00:00 Closed Closed Closed Closed Whitstable 06:10:00 19:00:00 06:10:00 19:00:00 09:10:00 16:00: Woolwich Arsenal 05:40:00 20:05:00 06:10:00 20:05:00 06:40:00 21:10: Woolwich Dockyard 06:40:00 13:20:00 Closed Closed Closed Closed Wye 06:00:00 12:40:00 07:00:00 13:40:00 Closed Closed Spring/Summer

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