Passenger's Charter

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
• Request a copy from a Station colleague
• Contact our Customer Service Centre

We work with Transport Focus, London TravelWatch, 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. 

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
• Download a copy of the National Rail Conditions of Travel (PDF, 980k) or visit the National Rail Enquiries website for further information and other versions of this policy such as large print version
• Disabled People’s Protection Policy
• Disruption and delays policy