Passenger's Charter

Our commitment to you

At South Western Railway we put our customers at the heart of everything we do and every decision we make. Our highest priority is making sure you are safe, enjoy your journey and always feel that you are treated fairly.

To find out about our customer care, performance and safety standards take a look at our Passenger’s Charter:

            •           Download our Passenger’s Charter 

            •           Pick up a copy at your nearest station

            •           Call our Customer Service Centre on 0345 6000 650 – it’s open 06:00 to 22:00 every day except 25 and 26 December

We work with London TravelWatchTransport Focus, the Department for Transport and others to make sure our Passenger’s Charter is up to date and fair for all of our customers – if you would like to comment on the Charter or anything else, please contact our Customer Service Centre on 0345 6000 650.

Get in touch 

Contact us whether you need to change your ticket, you've lost something on our trains or stations, you want to claim a refund or compensation, you want to make a complaint, or you just have a query.

Our policies 

Penalty Fares

National Rail Conditions of Travel

Disabled People’s Protection Policy

Disruption and delays policy

Our Plan

Read about our aims for the franchise

Learn more

Performance

Check out our latest punctuality and reliability figures 

Find out more

About FirstGroup and MTR

Read about the companies that run the SWR franchise

About FirstGroup and MTR