Last updated: 29 April 2022

What we’re doing to keep you safe

We're working around the clock to make sure our trains and stations are kept clean and safe for our customers.

  • We’re ventilating trains to refresh air
  • We are cleaning trains and stations more regularly and continuing to pay particular attention to commonly touched surfaces such as ticket machines, grab handles, stair handrails and door buttons.
  • Improving information about journeys and trains by providing information on our busiest routes and the times of day our stations will be busy here.  
  • Providing hand sanitiser dispensers across our network (full list here).
  • Encouraging good hand hygiene amongst our colleagues.

Find out more about the latest government guidance.

Find out how busy your train will be

How busy is my train?

Check how busy trains are on your trip to London Waterloo

Find out more
Find out about changing your ticket and requesting a refund

Tickets and refunds

Your rights when it comes to exchanging or refunding your ticket 

Find out more

Keeping yourself and others safe

We want you to travel with confidence. If you're travelling with us, there are a number of steps you can take to help keep you, your fellow passengers and our colleagues safe.

  • Be considerate - please respect the choices of your fellow passengers and rail staff and be kind
  • Plan ahead - check your journey in advance; you can find more information on our current timetable here
  • Buy your ticket online;- buying your ticket online will make your journey through our station seamless and contact-free. Make the switch to our Touch smartcard, it’s free and you don’t need to queue to get your tickets. Find out more about Touch Smartcards here
  • If you do need to buy your ticket at our stations, use contactless - cash is now accepted at our ticket offices and most ticket machines, but please use a payment card or contactless payment wherever possible
  • Allow other passengers off before you board - stand well back and allow your fellow passengers off the train before you board, giving them plenty of room
  • Wash your hands regularly - please wash your hands before and after you travel, you may also want to carry your own personal hand sanitiser
  • Download the NHS COVID-19 App - you can download the NHS COVID-19 App here
  • Travelling outside of the SWR network - if your journey will see you travel to a different country within the UK, make sure you check the specific guidance for Scotland, Wales, and Northern Ireland
  • Consider wearing a face covering - in line with Government advice, we continue to encourage customers to wear a face covering on busy services and at crowded stations.