Customer forum and Meet the Manager

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

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. 

In an industry first, the event took place with pre-booked appointments at Carluccios, Waterloo station. Individual appointments were booked for customers via Transport Focus, and customers were invited to have a one-to-one meeting with a Director or senior manager and receive an in-depth response to their specific queries.
Meet the manager October 2019

The format was well received and enabled transparent conversations to take place in a neutral environment, with a view to improving the service we offer our customers.
 
The feedback from customers focused around 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 facilitated and supported throughout the event, as an impartial and independent body, liaising with customers and the South Western Railway team. 

Following the success of this event, we look forward to hosting more in the future.

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