Frequently asked questions

Need some help?

At what age do children have to pay adult fare?
Can I travel on a different train instead of the one I’ve booked?
What payment methods are accepted online?
How can I buy a ticket using a Rail Travel Voucher?
Can I get a VAT receipt for my tickets?
Can I reserve a seat on South Western Railway trains?
Can I buy a discounted ticket on the train?
With GroupSave tickets can some of the group travel on different trains?
When I’ve bought tickets online, where can I collect the tickets?
If the machine is not working at the station, how can I collect my tickets?
Where can I top up my Oyster card?
Is travel on the London Underground included in the cost of my ticket?
What should I do if my ticket is damaged?
Will I still receive the six free passes when I purchase my annual season ticket?
Can I break my journey?
What is South Western Railway doing to make trains less crowded?
Can I use my e-cigarette on the train or station?
What should I do if I’ve lost something on one of your trains or stations?
Can I take my bike on the train?
Will the new franchise result in more punctual trains?
What is happening to the Class 707 trains?
Will my ticket cost more to fund all of this?
Can I get a refund on my Season ticket?
Can I get a refund on tickets other than a Season ticket?
What compensation am I entitled to if my train was late?
Can I take my mobility scooter on the train?
I’d like to travel by train but need help – is this possible?
How do I get an SWR Smartcard?
How can I check what tickets are loaded on my SWR Smartcard?
How can I check what my Season ticket expiry date is on my SWR Smartcard?
Where do I collect my SWR Smartcard tickets?
Can I use my SWR Smartcard on other train services?
Where can I use an SWR Smartcard?
What happens if I leave my SWR Smartcard at home?
What is the difference between Oyster and an SWR Smartcard?
What happens if I lose my SWR Smartcard?
Can I give my SWR Smartcard to someone else to use?
What happens if I forget to touch in or out?
Where can I find out about Smartcards?