Customer forum and Meet the Manager

See our online customer forum, and chat to our managers at Meet the Manager sessions across our network

Customer Council

Join our independent Customer Council

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At South Western Railway we want to provide the best service we possibly can, and to help us do that we rely on you telling us what goes well and not so well. So throughout the year we offer a variety of ways for you to get in touch, ask questions and comment on our service.

So share your thoughts and tell us how we can make our service better for you.

Online Customer Forum

Why not get involved in the South Western Railway Customer Forum – a place for you to ask us or other customers about anything related to your SWR journey and our communication with you - through the App, our website, and during disruption. We’ve a range of topics ready for you to join the conversation, including stations, our trains, things to do and latest news – or you’re welcome to raise other ideas as well..

Online Customer Forum

Tell Us Survey

We really value our customers opinions and feedback on our service. If you would like to complete our feedback survey to help shape our service in the future please click here.

Meet the Managers

On 2 October 2019, we trialled a new format for our Meet the Manager event at London Waterloo station. In an industry first, customers were invited to have a one-to-one meeting with a Director or senior manager to discuss in-depth about their specific queries, focusing on performance, train frequency and formation, and issues that had been encountered using the Delay Repay system.

All matters were raised with senior managers, who committed to following up with further responses to customers where required. Transport Focus helped facilitate and support the event, as an impartial and independent body, liaising with customers and our Customer Experience team.

A South Western Railway member of staff chats to customers

Our next session

We’re hosting our next Meet the Manager session on Wednesday 26 February at London Waterloo station. You'llll be able to meet one-to-one, for up to 15 minutes, between 15:30 and 19:30 on the day.

Please send your requests, including contact details, the topic you would like to discuss and preferred time, to Transport Focus by Friday 7 February at

Transport Focus will arrange and confirm the appointment on our behalf.

Contact us

Give us a call, write to us or send a tweet. Whichever suits you.

Get in touch

About FirstGroup and MTR

Setting the highest standards and leading the way.

About FirstGroup and MTR

Make a complaint

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Passengers Charter

Understanding our commitments to providing great service.

Our customer promise

Our Performance

Punctuality and reliability

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