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OnFor your Southeastern journeyBoardAutumn/Winter 2019

Celebrating a decade of Highspeed The power of…

Plus Kent network upgrades Explore our winter walks How we’re performing On Board. November 2019 – March 2020 Hello, Welcome to the Winter 2019 issue of On Board. We have a risp winter mornings sparkle under a layer kitted out with anti-icing fluid, which works in a jam-packed edition for C of frost, adorning trees and pavements similar way to salt gritters on the road, you to enjoy and we alike with glittering white, and steamy clouds of preventing our electric rail from freezing in the hope you’ll make the breath billow from the mouths of commuters first place. And they apply an adhesion gel to most of our suggestions for days out on the on their way to the tracks so that Southeastern network. work. But as we trains can get grip. Turn to pages 4 and 5 to read more about how we’ve made improvements head further into We also fit certain the season and to our punctuality and how Delay Contents points along the Repay 15 will make it easier for you the weather takes tracks with to claim refunds for journeys held up a turn, problems can arise heaters and NASA-grade for 15 minutes or more. And over on across the rail network. page 6 you can see how we’re helping insulation to further prevent ice put a smile on our customers’ faces with When the mercury plummets, build-up, particularly in places stories from stations across the network. even the lightest where trains This year we are celebrating 10 years of our Highspeed service. It’s been a shower of rain or change fantastic decade connecting people in dusting of snow direction to London and Kent in record time. Turn to can freeze and other lines. page 8 to read more about it. become That’s right, the We don’t like to be held hostage by the weather, so our Out and About compacted on the battle against section has some great suggestions rails, turning into snow and ice for exploring Ashford on page 10 dangerous ice. has become – think brewery tours and great Not only does this space age. shopping! Plus, we’ve found some great spots for wintry walks. Just freeze around the To try to keep make sure you wrap up warm. electric rail and disruptions to We’re also working hard with create an Network Rail to improve our services Keep an eye out for the special decal that’s your journeys to for you. Turn to page 12 to see what been added to our Highspeed trains. insulating effect preventing trains from drawing a minimum, we may have to make some we’re doing to upgrade the network power and being able to move with any speed – changes to our timetables when bad weather in Kent. 4 Punctuality and Delay Repay 15 15 Park your bike in the worst cases, it prevents them from being We always listen to what you tell us We’ve made improvements to the We’ve improved our cycle rack facilities hits. Some services will be less frequent, and punctuality of our trains, plus we’ve in the National Rail Passenger Survey 16 Accessibility and inclusion able to move at all. launched Delay Repay 15 some stations may close, but this allows us to and you can see how we’ve done that We’re making it easier for people with When winter weather strikes we run complete all the work needed to keep you on pages 14 and 15. Plus, you can see 6 Delighting our customers hidden disabilities to use our services when you can speak to our us at our Stories from around the Southeastern 18 Performance snow-and-ice-busting trains around the clock moving, albeit a little slower than usual to keep network that show how we go above upcoming Meet the Manager sessions. Statistics, punctuality and opening hours to keep you moving. These special trains are you and our staff as safe as possible. Finally, read from page 16 about and beyond how we’re making the network more 8 Highspeed’s 10-year anniversary accessible for everyone. We’re celebrating! It’s been a whole decade since we ran the first Highspeed Paul Prentice, Editor service between Kent and London We know you've got 10 Out and about Ashford is bursting with hidden gems, and here we’ve featured some of our places to go this winter. favourites. We’ve also found some great winter walks to enjoy across the network 12 Network upgrades When the mercury drops, our snow-and-ice-busting Find out how Network Rail is Disclaimer The opinions expressed in this guide are not necessarily those upgrading the Kent route and how it’ll trains will work around the clock to keep you moving. of Southeastern. Editorial about Southeastern products and affect your journey services may not include all of the applicable terms and conditions. Visit southeasternrailway.co.uk call 0345 322 7021 14 Hearing your views or write to Southeastern Customer Relations, P O Box 10422, Some of your recent feedback and New bike racks have been installed Unit 16, Coalfield Way, Ashby-de-la-Zouch LE65 9EL. Registered dates to meet our managers at stations across the network Find out more at in England (CN 4860660) Southeastern is part of Govia, a joint-venture between Go-Ahead Group plc and Keolis UK ltd. southeasternrailway.co.uk/winter-weather Produced by beetroot. beetroot.co.uk 020 7749 0180

Autumn/Winter 2019 3 News News

We’ve been making great strides in Don’t improving our punctuality delay, claim repay! e don’t want any of W our passengers to be Timely recognition delayed – but if something unforeseen does happen and your train is late, then the introduction of an outheastern’s sustained • The introduction of industry improved scheme will see improvement in punctuality leading technology, enhancing the passengers compensated has been recognised with communications between the control fairly and quickly. S a highly commended in centre and frontline operations, Delay Repay 15 sees the Passenger Operator of the Year making it quicker and easier for passengers delayed by category at the National Rail Awards. recovery plans to be delivered 15 minutes or more now Compared to other large rail • The development of innovative receiving money back to operators Southeastern is the live analytical tools, working in compensate them for their second best performer in terms partnership with the University delay, compared to delays of of On Time punctuality (trains of Middlesex, which will provide 30 minutes or more previously. arriving at every station within real-time information to help us It means passengers 1 minute of scheduled time). track where trains are losing time, delayed by between 15 and Daniel Tall, Head of Performance, for example, during autumn, when 29 minutes are now refunded said although he was delighted our leaves on the line mean a loss of a proportion of their fare. The efforts had been recognised, there was track adhesion delay is worked out based still more to do. “Punctuality is hugely • Employing behavioural science on the time a passenger should have arrived at their important to us because we know how to change often subconscious destination. As with the frustrating delays and cancellations passenger behaviours that contribute current system, passengers can be for our passengers,” he to delays on the railway – for will have 28 days to make said. “Over the past two years our example, standing in certain places their claim. To make it even punctuality has improved by 10 per to board – or for unavoidable reasons easier, the Southeastern cent and we are working closely such as when a passenger becomes website has been upgraded with Network Rail to invest in further ill on a train. to reduce the number of improvements to the railway that steps needed to complete will have a positive impact on our Customer satisfaction “Punctuality is the online form by using performance and deliver a safe, David Statham, Southeastern’s information on previous reliable and punctual service.” Managing Director, concluded: “We hugely important claims and regular journeys. Working closely with Network wanted to achieve our highest ever For more information on Rail, £7.5million is being invested to passenger satisfaction and that’s a to us because Delay Repay 15 and how the deliver improvements that will have milestone that we reached in summer we know how compensation is worked out, a positive impact on punctuality 2019, thanks to a huge amount of hard visit the Delay Repay section before the end of the franchise in work and a considerable team effort frustrating delays of the Southeastern website. April 2020. These include: by everyone working at Southeastern • £330,000 to improve the railway and Network Rail, from frontline and cancellations infrastructure around Lewisham colleagues on our trains and our • £350,000 that will help us maintain a stations to those whom the travelling can be for our strong platform presence at our key public don’t normally see. The result stations and enhance train dispatch is this recognition of our efforts by passengers…” • Investment in earthworks and the National Rail Awards, and I drainage works around Tonbridge to am immensely proud of what our reduce the flood risk colleagues have achieved.”

4 On Board Autumn/Winter 2019 5 Delighting our passengers Delighting our passengers

Not any Pulling out all the stops old Joe outheastern colleagues are rather f you’ve used the Southeastern Sfond of passenger Paul Collins – so I network in the last 35 years, much so that they recently organised for you might well have bumped into him to be treated to a VIP Pullman trip. Southeastern’s oldest member of staff. Paul, who has autism, became a Joe Foster joined Southeastern as a favourite among the team at Rainham Conductor in the 1980s and now, at the station after he began chatting to age of 85, he works on the platform – them and helping passengers with first at Bromley South and for the last his encyclopaedic knowledge of the four years, St Mary Cray. network. As a special surprise, we Passengers know Joe by name and arranged with British Pullman and he’s always around to offer a cheery Pooch in Network Rail for Paul and his dad Bill to hello or have a chat with people enjoy a grand journey from Victoria to making their rail journeys. a pinch Canterbury East earlier this year. “I keep busy looking after passengers, cute Cockapoo called Pepper And this isn’t the first time Paul has making sure they get where they A belonging to a Southeastern been treated by his friends at Rainham. need to, helping with platform member of staff had to be rescued when Passengers and colleagues at the station changes,” he said. “Customers are she got into a spot of trouble. have previously clubbed together to buy always giving me biscuits and I get Pepper was being looked after by him a Manchester United shirt and jacket. Christmas cards off them too!” friends when she ran across some Joe always takes the time out to busy roads and was hit by a car. She speak to kids on their travels and wandered over railway lines where gives them the chance to hold the she was spotted by a train driver. She despatch bat once the train has was found between Rochester and gone. Joe puts his good health and Gillingham stations and carried back to energy down to his diet and plenty station staff to safety. of exercise. “Working on the platform keeps you fit. The app on my phone shows I can walk up to 17,000 steps on a shift!” he said. And he’s got no plans to stop any Putting in time soon. “As long as I can do the job, I’d like to carry on,” Joe said. “I’m 85, the flowers Leaf-ing no chances but I don’t feel it.” utumn brings challenges in the form of leaves on the railway, assengers at Falconwood have which can be dangerous and cause delays. Southeastern drivers noticed the extra work that staff have A P have been on full alert during their shifts to keep trains running undertaken to give the Royal Chelsea safely and on-time during the season. Together with Network Rail, Flower Show a run for its money. Southeastern has been clearing trackside vegetation, running Potted plants brighten up the entrance, special leaf-clearing trains up the lines and switching to amended the gateline and the footbridge at the timetables when the weather is forecast to be particularly bad. station thanks to dedicated station staff. Passengers have taken to Twitter in their droves to compliment the new-look station and one colleague’s ‘Thoughts Love on the line for the Day’ messages written on a he Highspeed service has helped a prosecco and presents laid on, while one chalkboard. Here’s how our teams have helped Tfew passengers find love in its 10-year passenger proposed to his partner in a tenure. One newlywed couple took their private carriage decorated in rose petals keep you happy on your journeys first journey to Rochester as a married to celebrate the moment they first met on couple on a reserved carriage with a Southeastern service.

6 On Board Autumn/Winter 2019 7 Industry

“We are incredibly proud to operate The power the nation’s first and only domestic high of ten speed service.”

Southeastern celebrated the tenth anniversary of its Highspeed service in September

he UK’s first and only domestic Highspeed line proved popular early times from Ashford to London was cut by high speed train service turned in its life and with a satisfaction rating 43 minutes, journeys between London 10 earlier in the year and at more than 90%, it’s still a favourite and Ebbsfleet became 33 minutes quicker Southeastern celebrated the among passengers. and Canterbury residents can now be in anniversary in style. The first A special film produced by London in just 53 minutes thanks to the THighspeed was a special ‘preview’ run Southeastern is also available to view and Highspeed service. on 29 June 2009 and it opened officially highlights the benefits that the line has The service has helped connect London a few months later. It’s been carrying brought to Kent, including employment, and the capital and has seen a boom in passengers between London and Kent tourism and commuting. business for the local area. ever since. David Statham, Managing Director at “Since its launch 10 years ago, we To commemorate the anniversary, Southeastern, said: “We are incredibly have seen a marked increase in the Southeastern pulled out all the stops. proud to operate the nation’s first and only number of businesses wanting to invest Colleagues from the Highspeed lteam, domestic high speed service. Southeastern and grow in locations such as Stratford Hitachi Rail and HS1 Ltd took part in a Highspeed has played a key role in major and towns across Kent we connect,” said commemorative photo to celebrate the events such as the London 2012 Olympics David. “We hope to have the honour of employees who have worked on the line and been a catalyst for growth in the operating the Highspeed service for the over the last decade. South East, generating economic, cultural next decade.” The iconic blue trains – commonly and social value.” known as Javelins – have also Commuters have seen real benefits been racing up and down the line of high speed rail. Journey times into with a special 10-year anniversary London were slashed dramatically logo emblazoned on the side. The when the service was launched. Journey Did you know? • The average delay per train is less than five seconds on the high speed line

• So-called Javelin trains are built by Hitachi Rail using Japanese bullet train technology

• The trains travel at speeds Years of up to 140mph – the fastest 2009-2019 domestic trains in the UK!

8 On Board Autumn/Winter 2019 9 Out and about

Ashford is Discover 36 minutes from St Pancras Walking in Ashford’s gems International a winter There’s loads to do in Ashford. Whether you need something to do for half terms, ASHFORD wonderland… holidays or weekends, there’s something Curious Brewery for everyone Don’t let the cold weather stop you from getting out and restaurant and about this season. Embrace the chilly air by Curious Brewing are renowned for wrapping up warm and heading out for a walk. producing delicious local IPAs, beers and ciders, and are the brewing arm There are plenty of places on the network where you of English winemaker Chapel Down. The brewery is a striking building can explore beautiful countryside and quaint towns – in the heart of Ashford, which offers all within walking distance of a train station fantastic experiences. Have a look around and see how they make their drinks, meet the team of talented brewers and embark on a tasting session to appreciate what they have on offer. The restaurant attached to the brewery is great too, so why not stay for dinner? Photo: Ashley Gendek

OTFORD SEVENOAKS A pretty little Kent village, Otford is at Fancy seeing an historic house and the foot of the North Downs and offers lots of deer? Then Knole Park is one for excellent walking opportunities. Follow your list. Knole is set in a medieval deer the footpaths and explore the natural park and is populated by wild deer beauty of the North Downs before to this day – 350 of them in fact. Watch nipping into a local pub for a spot of them grazing and running around in lunch. Otford is about 35 minutes out their natural habitat and if you’re lucky ASHFORD ASHFORD of London Victoria and a stone’s throw you might get to see one up close. The Elwick Place Designer from Maidstone. house itself offers different exhibitions so check before you go to see what’s on. Leisure and retail Outlet It’s only a short walk through the pretty facility Elwick Place town centre to get back to the station. has got a lot to offer, Want to shop til you drop? from food and drink Then look no further. Ashford’s to entertainment. designer outlet is a moment’s Macknade, a Kent- walk from the station and has based independent all the big-name brands you food and drink brand, can think of, including Ralph SHOREHAM has a restaurant there Lauren, Hugo Boss, Nike, Adidas Travel to Shoreham station and embark on with plenty of choice and Armani. Pick up a few the Shoreham circular walk. It’s 3.5 miles menu items to get your items for Christmas presents or long and features a beautiful river and teeth into. There’s a treat yourself to something new. valley. With lovely village houses along Picturehouse cinema It’s all undercover too, so there’s the route, you’ll be able to enjoy the peace showing blockbusters no need to worry about drab and tranquillity and there are hillside views and art-house films and wintry weather. The site’s new a-plenty. Kids can safely wade in the river a range of different extension opened in November, at special points, so make sure you’ve got cuisines on offer. offering even more choice. wellies with you. Once you’ve built up your appetite, head to a local pub for some well-earned grub.

10 On Board Autumn/Winter 2019 11 HITHER GREEN A whopping £90m investment is Network upgrades going into a new signalling system Network upgrades from Hither Green to New Eltham, Elmstead Woods and Bromley North. The track and junctions in those areas will also etwork Rail is spending £1.25bn over benefit from upgrades.The work began five years to replace signalling, Big improvements in September and will continue to April tracks, structures, embankments, 2020. Watch out for amended, diverted or stations and depots to give cancelled services during weekends and N passengers in Kent and South East London better We’re upgrading the Kent route. Here’s what bank holidays while the upgrades are journeys, with fewer delays. that means for you and your journeys undertaken. Plan ahead and The Kent network will be upgraded with new, check before you travel. more reliable equipment to keep people and Docklands Light Rail Interchange trains moving for generations to come. Southeastern Docklands Light Rail Other operator Interchange BEXLEYHEATH LINE Southeastern routes Other operator routes 1 2 3 4 5 6 7 8 routes routes Ferry Link St Pancras 1 2 3 4 5 6 7 8 Ferry Link Embankments either side of railway St PancrasInternational Underground International Stratford Southeastern limited Southeastern limitedservice routes London Travelcard UndergroundInterchangelines can be affected by winter weather, Our work at a glance Farringdon Stratford International Interchange Farringdon International service routes London TravelcardZones 1-8 1 City Thameslink Cannon Street Zones 1-8 Tramlink Interchangeespecially heavy rain. A landslip can Once it’s done, we’ll have… City Thameslink Cannon Street Tramlink Interchange 1 Blackfriars Southeastern Greenwich Westcombe Southeasternhigh speed route (HS1) Blackfriars Eurostar Interchange Greenwich Westcombe(Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood high speed route (HS1) result in delays and cancellations to services. Waterloo Oyster pay as you go area Eurostar Interchange Waterloo East (Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood Oyster pay as you go area CharingEast The Bexleyheath line, between Barnehurst Charing Cross Southeastern Step free access Southeasternhigh speed service routes Cross Loughborough Elephant London Bridge Deptford Maze Hill Woolwich Plumstead Belvedere Erith Slade Step free access Replaced 429km high speed service routes Limited station call Loughborough Elephant & CastleLondon Bridge Deptford Maze Hill Woolwich Dockyard Plumstead Belvedere Erith Slade Green Limited station call and Kidbrooke, will be better protected from & Castle (Zone 1 & 2) New Cross Dockyard Green of track, at a cost of over Victoria Junction(Zone 1 & 2) New Cross Victoria Junction St Johns Southeastern landslips after extensive works to reinforce the St Johns Southeasternhigh speed limited Kidbrooke Falconwood Bexleyheath high speed limitedservice routes Kidbrooke Falconwood Bexleyheath service routes embankments. Engineers will remove thousands £201m Pay as you go can be used between St Pancras and Stratford International. DenmarkPeckham HillNunhead Rye Lewisham Blackheath Eltham Welling Barnehurst 2 ( ) Pay as you go can be used between St Pancras and Stratford International. Brixton DenmarkPeckham HillNunhead Rye Lewisham Zone 2 & 3 Blackheath Eltham Welling Barnehurst Specific fares apply on this route. Capping does not apply. of tonnes of soil to reduce the incline and build 2 (Zone 2 & 3) Specific fares apply on this route. Capping does not apply. Brixton Hither Green Hither Green Mottingham Sidcup Albany Park Bexley Crayford retaining walls with steel beams. This will Mottingham Sidcup Albany Park Bexley Crayford For information about Oyster and Pay as you go fares visit: tfl.gov.uk/fares 03/18 Lee New Eltham help protect the line from landslips for 120 Spent £162m on new Crofton Park For information about Oyster and Pay as you go fares visit: tfl.gov.uk/fares 03/18 Ladywell Lee New Eltham Dartford Crofton Park Catford Dartford signalling equipment, reducing Herne Hill Catford Ladywell Stone Crossing years and it’ll only take nine days to (Zone 2 & 3) Grove Park 3 Herne Hill Stone Crossing Ebbsfleet faults and delays (Zone 2 & 3) Grove Park Greenhithe 3 Greenhithe Ebbsfleet International complete during February 2020. West Dulwich Catford Swanscombe International Bridge West Dulwich Catford Swanscombe Bridge Northfleet Sheerness-on-Sea Sheerness-on-Sea Northfleet Queenborough Sydenham Hill Gravesend Sydenham Hill Elmstead Woods Queenborough Lower Sydenham Bellingham Elmstead Woods Gravesend Swale Bellingham Higham Swale Lower Sydenham Beckenham Sundridge Kemsley Penge East Hill Chislehurst Higham Beckenham Sundridge Park Strood Kemsley Penge East Hill Ravensbourne Chislehurst Strood Spent £21.4m to improve New Park Bromley New Beckenham Ravensbourne Sittingbourne Kent House Bromley North St Mary Cray Swanley Farningham Road Meopham Sittingbourne safety at level crossings Beckenham North TeynhamFaversham WhitstableChestfieldHerne & Swalecliffe Bay Kent House St Mary Cray Swanley Farningham Road Meopham TeynhamFaversham WhitstableChestfieldHerne & Swalecliffe Bay Birchington-on-Sea Longfield Sole Street Birchington-on-Sea Shortlands Bromley SouthBickley Longfield Sole Street RochesterChathamGillinghamRainham Newington Westgate-on-Sea Clock House Beckenham 4 Beckenham JunctionShortlands Bromley SouthBickley RochesterChathamGillinghamRainham Newington Westgate-on-Sea Clock House Margate 4 Junction Eynsford Selling Elmers End Petts ( Selling Margate Eynsford ( Kent Broadstairs Replaced switches and Elmers End Petts Wood ( Kent 560 Kent Eden Park Wood Shoreham Cuxton (Kent ) Broadstairs ) Eden Park Orpington Shoreham (Kent) Cuxton ) Dumpton Park ) Dumpton Park West Wickham Orpington (Kent) Canterbury West Otford Ramsgate crossings at a cost of £170m West Wickham Canterbury West Otford Ramsgate Hayes (Kent) Chelsfield Halling Hayes (Kent) Chelsfield Halling Kemsing 5 Knockholt Kemsing Knockholt Snodland 5 Borough Green & Wrotham Sturry Snodland Minster Borough Green & Wrotham Sturry Bat & Ball West Malling Minster Sandwich Sandwich 6 Dunton Bat & Ball West Malling(for Kings Hill) Canterbury East Replaced or refurbished 100 6 Dunton Green (for Kings Hill) New Hythe Canterbury East Green New Hythe Bekesbourne Deal underbridges… Bekesbourne 7 Adisham Deal 7 East Malling CharthamAdisham East Malling Aylesford Chartham Aylesford Walmer 8 Barming Aylesham Walmer 8 Sevenoaks Barming Aylesham Sevenoaks Snowdown Snowdown Martin Mill …12 overbridges, 23 Maidstone Barracks (for Leeds Castle) (for Leeds Castle) Shepherds Well Martin Mill Maidstone Barracks Maidstone East Shepherds Well Maidstone West Maidstone East Chilham Kearsney footbridges and tunnel Maidstone West Bearsted Chilham Kearsney 1 East Farleigh Bearsted Dover Priory East Farleigh Hollingbourne Dover Priory Hildenborough Wateringbury Hollingbourne Hildenborough Wateringbury Folkestone Central Harrietsham Folkestone Central YaldingHarrietsham Lenham Wye Folkestone West Yalding Lenham Wye Docklands Light Rail Paddock Beltring Charing Folkestone West Interchange Southeastern Other operator TonbridgePaddock WoodBeltring Charing Tonbridge Wood Renewed 90km of fencing routes routes 1 2 3 4 5 6 7 8 Ferry Link Marden Staplehurst Headcorn Pluckley Ashford Westenhanger Sandling to prevent trespass St Pancras High Brooms Marden Staplehurst Headcorn Pluckley Ashford International Westenhanger Sandling ASHFORD International High Brooms International Southeastern limited Underground Stratford Interchange Tunbridge Wells Work over the Christmas period Farringdon International service routes London Travelcard Tunbridge Wells Ham Street Zones 1-8 Frant Ham Street 1 City Thameslink Cannon Street Tramlink Interchange Frant Appledore will have an impact on passengers’ Wadhurst Appledore Blackfriars Southeastern Wadhurst Cleared overgrown vegetation Greenwich Westcombe high speed route (HS1) Stonegate Rye holiday journeys, so check before travelling. (Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood Eurostar Interchange Stonegate Rye Waterloo Oyster pay as you go area Etchingham East Ore Charing Etchingham Ore From Thursday 26 December – Sunday 29 across of railway to Southeastern Robertsbridge Hastings 51km Cross Step free access CrowhurstWest St Leonards high speed service routes Robertsbridge Hastings Loughborough Elephant London Bridge Deptford Maze Hill Woolwich Plumstead Belvedere Erith Slade Limited station call BattleCrowhurstWest St Leonards St Leonards Warrior Square December 2019, as well as a number of weekends prevent seasonal delays caused by & Castle Dockyard Green Battle St Leonards Warrior Square (Zone 1 & 2) New Cross Victoria Junction before and after, Network Rail will replace track and three fallen leaves and trees St Johns Southeastern high speed limited sets of old switches and crossings, the moveable rails which Kidbrooke Falconwood Bexleyheath service routes

Pay as you go can be used between St Pancras and Stratford International. allow trains to switch tracks, at Ashford International Station. DenmarkPeckham HillNunhead Rye Lewisham Blackheath Eltham Welling Barnehurst For more details on all the work 2 ( ) Brixton Zone 2 & 3 Specific fares apply on this route. Capping does not apply. The team will also make improvements to track drainage, taking place this winter, visit Hither Green Mottingham Sidcup Albany Park Bexley Crayford which will reduce delays from flooding issues for years to networkrail.co.uk/kentRUP.

For information about Oyster and Pay as you go fares visit: tfl.gov.uk/fares 03/18 Lee New Eltham come. Third-rail improvements will be upgraded to improve Crofton Park Dartford Catford Ladywell Herne Hill Stone Crossing reliability. Visit the Network Rail website at networkrail. (Zone 2 & 3) Grove Park 3 Greenhithe Ebbsfleet International co.uk/kentRUP for information on how services will be West Dulwich Catford Swanscombe Bridge affected by these works over the Christmas period. Autumn/Winter 2019 13 Northfleet Sheerness-on-Sea Sydenham Hill 12Queenborough On Board Elmstead Woods Gravesend Bellingham Swale Lower Sydenham Higham Beckenham Hill Sundridge Kemsley Penge East Park Chislehurst Strood New Ravensbourne Bromley Sittingbourne Beckenham North Kent House St Mary Cray Swanley Farningham Road Meopham TeynhamFaversham WhitstableChestfieldHerne & Swalecliffe Bay

Birchington-on-Sea Longfield Sole Street Shortlands Bromley SouthBickley RochesterChathamGillinghamRainham Newington Westgate-on-Sea Clock House Beckenham 4 Junction Selling Margate Elmers End Petts Eynsford (Kent Wood (Kent Broadstairs Eden Park Shoreham Cuxton ) Orpington (Kent) ) Dumpton Park West Wickham Canterbury West Otford Ramsgate Hayes (Kent) Chelsfield Halling

Kemsing 5 Knockholt Snodland Sturry Borough Green & Wrotham Minster Bat & Ball West Malling Sandwich 6 Dunton (for Kings Hill) Canterbury East Green New Hythe Bekesbourne Deal 7 Adisham East Malling Chartham Aylesford Walmer 8 Barming Aylesham Sevenoaks Snowdown (for Leeds Castle) Martin Mill Maidstone Barracks Shepherds Well Maidstone East Maidstone West Chilham Kearsney Bearsted East Farleigh Dover Priory Hollingbourne Hildenborough Wateringbury Folkestone Central Harrietsham Yalding Lenham Wye Folkestone West Paddock Beltring Charing Tonbridge Wood

Marden Staplehurst Headcorn Pluckley Ashford Westenhanger Sandling High Brooms International

Tunbridge Wells Ham Street Frant Appledore Wadhurst Stonegate Rye

Etchingham Ore Robertsbridge Hastings CrowhurstWest St Leonards Battle St Leonards Warrior Square Customer engagement Station improvements

Nice to hear Twitter Racking from you chatter

Twitter We love getting your Tweets and messages @sussim13 up our cycle What a great conductor on the 18.39 telling us how we’re doing – it’s how we’re from Tunbridge Wells to London Bridge able to improve our service Hub of 21 Mar 2019 the matter provision

Twitter @HearMyVoice87 Over the past two years a total of £3.4 million has been Extra cycle racks will give passengers “Just wanted to Staff at Gravesend are giving out say thank you to Hugh at “Maggie always chocolate to ‘brighten up the day’. invested at 14 stations They made it the Fridayest Friday. a more sustainable transport option to London Bridge station for his help has a smile on her face Thank you! directing me to the platform and best and is always very helpful. 17 May 2019 £369,000 on a secure and from our stations train to get going to south Croydon. Travelling with a small group of cycle hub for 150 bicycles at

Twitter His patience and kindness were Brownies asking for the cheapest @Paddysmum2003 Orpington. e know that more commendable.” fare, Maggie went through every of our passengers Craig at Orpington Station is so friendly. fare and informed us of the He greets people with a good morning £2.6 million on would leave the car or good evening and is always cheerful cheapest deal.” and happy as we start or end our a secure cycle hub for 262 at home and cycle commute. bicycles at Tonbridge. to the station if they 29 June 2019 knewW there was a guaranteed – and £88,000 for a 96-space secure – place to leave their bike. Which Twitter “Simon, the onboard @whitney_Iles two-tier bike parking facility is why we’re delivering hundreds of manager, is my favourite “I was Shout out the driver who just stopped at Battle. secure parking spaces for bicycles as of all of the On Board Managers. travelling with the train completely at Belvedere and got out to check if a teenage girl was okay part of a £6.8 million investment by the The Highspeed is great, but a deaf friend and was because the way she was sitting on the £46,000 for 84 Government’s Cycle Rail Programme. when Simon is in charge it feels completely taken aback by platform could be seen as a display of suicidal behaviour (she was okay). additional parking spaces at Over the past two years a total of like I am travelling with British a conductor using British Sign You are amazing. Hastings, with CCTV and bike £3.4 million has been invested by Cycle 10 August 2019 Airways! He’s always friendly Language to check my friend’s ticket. repair facilities. Rail (together with local authority and polite.” I must give huge praise, as it made contributions) providing 782 secure Twitter 10 additional parking spaces my friend’s day to the point @mariel_let spaces at 14 stations (see box). that I saw him well up each at Aylesham, West St A massive thank you to the man who And coming in 2020, a further found my dad‘s phone and wallet, the Leonards, Kemsing, Shoreham, afterwards.” £1.6 million will create 576 extra spaces staff at Blackheath Station and the staff Sole Street, Sundridge Park, at Dartford Station for helping us find it. at four of our stations – Canterbury pedestrians and cyclists as part of the @Se_Railway you’re fantastic. Westenhanger, Wye West, Maidstone East, Chatham and redevelopment of the station forecourt. 15 September 2019 and Chilham, costing Folkestone West. At Chatham, £1.1m will provide £12,000 per station. At Canterbury West, we will remove 96 a purpose-built cycle hub with 280 Twitter @Isharp2 SEE US IN PERSON existing spaces and replace them with spaces, including chargers for electric Here are our upcoming Meet the Manager sessions. Pop along to one to Massive thank you to Charing Cross £99,000 for 100 cycle a secure hub of two-tier racks for 196 – bikes. A secure hub for 40 bikes with give us good or bad feedback or suggest ways in which we can improve ambassador Manish for going out his way to reunite me with my lost property, parking spaces in a new doubling the amount of capacity and a swipe card entry system, CCTV and our service. We’re here to listen. a true gent and excellent customer service. double-tier cycle hub at massively improving cycle security. The bike repair facilities is also planned at DATE TIME STATION LOCATION 24 October 2019 Knockholt, with CCTV, display facility will include a cycle repair stand, Folkestone West. 7 January 8-10 am London Bridge TBC boards and repair facilities. pump, and extra lighting, constantly David Wornham, Passenger Services Twitter 2020 @ollyloosemore monitored by CCTV. Director, said: “The opportunity to us a Meanwhile at Maidstone East, sustainable transport mode to get to 28 January 8-10 am Cannon Street On concourse Your driver on the 17.50 from London 2020 between platforms 4-5 Bridge to Orpington service is keeping there will be parking for 60 bicycles, and from the station is very important us clearly updated. This is what good 18 February 8-10 am London St Pancras At the top of the communication is like :) as well as additional CCTV, lighting to our passengers, who not only want 2020 escalators from 4 November 2019 and a bike repair stand. Additional to be reassured that their bike has a platforms 11,12 & 13 spaces available on the platform space available, but that it will be safe 24 March 8-10 am London Victoria On Southeastern Want to get in touch online? will allow passengers to park quickly and secure while they undertake their 2020 concourse next to the Tweet us at @Se_Railway Information Desk before catching the train and access journeys, and that other facilities will be links between the station and the on hand to maintain and repair their town centre will also be improved for bike when they need it.”

14 On Board Autumn/Winter 2019 15 Accessability and inclusion

“ A schoolboy with autism could quite Access easily be misunderstood by colleagues who are unaware all areas of certain behaviours.” It’s important that all our passengers feel comfortable enough to travel on our network and our services are accessible to all

n October we launched a pilot scheme for two initiatives that, in a joint effort, aim to support independent travel for passengers with hidden disabilities, autism Iand learning difficulties. Initially running on the Tonbridge to Hastings route, Southeastern has launched a trial of both the JAM card and Sunflower Lanyard scheme, to support passengers who require more time or assistance when There are no conditions that travelling with us. need to be met in order to get a JAM card or Sunflower Lanyard If successful, the schemes will be rolled Natalie Leister, out more widely across our 176 stations, Tonbridge Area Manager covering the 540 miles of railway network, which Southeastern operates. We are the first UK train operator to run this dual trial.

Simple device The ‘Just A Minute’ or ‘JAM’ card can be used by passengers with a learning difficulty, autism, or by those who simply find difficulty in communicating. It enables a user to inform a member of staff in a discreet manner that they may need extra help, when their condition and support passengers who have a experiences with her son, who was with autism could quite easily be in the Department for Transport, added: might need a bit more time and support. may not be obvious. There is no qualifying hidden disability. recently diagnosed with autism. misunderstood by colleagues who are “All passengers should have equal The JAM cards be obtained through a list of conditions to access a lanyard or “When the consultant discussed my unaware of certain behaviours. By access to our rail network, and should Southeastern ticket office or speaking to JAM card. Personal touch son’s diagnosis I’ll be completely honest, providing all staff on the Tonbridge to be able to travel confidently, easily and Customer Services. Alongside both schemes, Southeastern Tonbridge Area Manager, Natalie I cried,” explained Natalie. “I don’t know Hastings route with additional training, with no extra cost. That’s why we are has hosted a series of training sessions Leister, is working with Southeastern’s why, it was a mixture of relief but also fear and by having “champions”, we can committed to ensuring support is on Similarly, the Sunflower Lanyard can be for all staff who will be working directly Accessibility and Inclusion Manager, – I instantly worried about what was going ensure they are knowledgeable and hand for those passengers who have worn when a person who has a hidden with members of the public – whether this Justin Ryan, to lead the push for to happen next. aware of hidden disabilities. I’m hoping additional needs, and I welcome these disability (such as dementia, anxiety, be in knowing how to effectively assist a greater awareness of many of these “When it came to work, his diagnosis that the trial will be a huge success and latest initiatives that will help make the chronic fatigue or autism), feels they need passenger travelling with dementia or conditions. Natalie has a very personal made me question the way we look we can then roll it out across the network.” rail network more accessible for those Southeastern colleagues to be aware they understanding the best way to approach, link to the initiative, driven by her at things at Southeastern. A schoolboy Nusrat Ghani, Minister for Accessibility with hidden disabilities.”

16 On Board Autumn/Winter 2019 17 Performance Performance Train punctuality Punctuality is hugely important to us, because we know how frustrating delays and cancellations can be. Our service stats From 1 April 2019, we started monitoring how punctual our services are by using the On Time Measure, in common with the Here are our performance results for the last six months: rest of the railway. This measure records punctuality to the minute at every station, and not just the final destination of the train, to within 59 seconds. Our franchise also requires us to report punctuality using the Public Performance Measure (PPM). PPM is measured by the percentage of trains we run on time against our planned timetable. For this purpose, only trains that run their entire planned route and arrive within five minutes of their planned arrival time are considered on time. For now, we’ll be publishing both the On Time and PPM measures. Below are the On Time results. Ticket office Ticket vending machines opening hours Southeastern total 28 Apr 19 – 26 May 19 – 23 Jun 19 – 21 Jul 19 – 18 Aug 19 – 15 Sep 19 – 13 Oct 19 – Our ticket vending machines 25 May 19 22 Jun 19 20 Jul 19 17 Aug 19 14 Sep 19 12 Oct 19 09 Nov 19 We averaged an were available for open rate of On Time Period 74.0% 75.0% 73.7% 69.7% 74.3% 67.0% 64.5% On Time Moving Annual Average 68.1% 68.6% 69.2% 69.1% 69.2% 69.2% 69.3% 94.8% against our Line of Route Period Hastings via Tunbridge Wells 68.0% 70.4% 70.4% 67.9% 74.3% 58.1% 60.7% committed 91.5% Ramsgate and Dover via Faversham 76.6% 75.7% 75.2% 69.2% 72.8% 69.1% 62.0% opening hours of the time Ramsgate and Dover via Ashford 74.2% 73.0% 73.5% 68.4% 74.4% 62.7% 58.4% Ashford via Maidstone East 72.8% 71.5% 73.2% 70.7% 72.7% 65.7% 60.5% Sittingbourne to Sheerness 84.4% 83.6% 82.3% 78.8% 83.3% 78.3% 72.7% Customer Strood to Tonbridge via Maidstone West 86.4% 84.8% 84.8% 82.9% 86.5% 81.0% 75.2% comments High speed to St Pancras via Ashford 78.0% 71.6% 72.5% 68.7% 71.6% 70.8% 69.5% We have received High speed to St Pancras via Gravesend 74.4% 73.5% 70.3% 69.6% 70.7% 67.9% 64.1% Environmental Dartford via Bexleyheath 71.0% 75.3% 72.2% 67.3% 72.8% 66.2% 63.0% performance Orpington via Bromley South 70.8% 68.1% 67.8% 66.3% 67.1% 63.2% 61.8% 0.182 Hayes 79.5% 82.0% 79.3% 74.6% 81.5% 73.2% 72.3% complaints per 1,000 Orpington and Sevenoaks customer journeys Site electricity (by month) via Grove Park 67.7% 70.9% 69.4% 66.4% 71.0% 60.0% 62.6% Dartford via Sidcup 76.2% 78.8% 76.0% 71.6% 77.3% 68.9% 66.8% In six months there were Dartford and Gillingham via Charlton & Lewisham 62.7% 67.0% 64.7% 63.8% 63.9% 58.4% 55.7% Dartford via Woolwich Arsenal 80.4% 82.6% 81.1% 75.1% 82.7% 76.9% 74.2% 9.83% 97.11 million passenger increase in consumption Line of Route MAA journeys made on Hastings via Tunbridge Wells 62.4% 63.0% 63.6% 63.9% 64.6% 64.5% 64.6% our network Site gas (by month) Ramsgate and Dover via Faversham 67.6% 67.9% 68.7% 68.7% 68.8% 69.0% 69.4% Ramsgate and Dover via Ashford 64.7% 65.2% 65.8% 65.7% 66.1% 66.1% 66.1% Ashford via Maidstone East 64.9% 65.1% 65.8% 66.0% 66.0% 66.5% 66.9% Complaints per 1,000 Sittingbourne to Sheerness 78.0% 78.2% 78.5% 78.6% 79.0% 78.9% 78.9%

passenger journeys 41.05% Strood to Tonbridge via Maidstone West 78.4% 78.8% 79.2% 79.4% 79.7% 80.0% 80.1% Accessibility issues 0.003 increase in consumption High speed to St Pancras via Ashford 69.8% 69.9% 70.4% 70.4% 70.3% 70.3% 70.4% Company policy 0.010 High speed to St Pancras via Gravesend 69.8% 69.9% 69.9% 69.8% 69.5% 69.4% 69.5% Complaints handling 0.022 Waste recycled (% by period) Dartford via Bexleyheath 66.4% 67.3% 68.0% 67.8% 67.9% 67.9% 67.9% Delay compensation schemes 0.018 Orpington via Bromley South 63.9% 64.0% 64.8% 64.8% 64.7% 64.7% 65.0% Environmental 0.001 Hayes 73.4% 74.2% 74.8% 74.8% 75.0% 74.8% 75.1% Fares, Retailing 0.033 Orpington and Sevenoaks via Grove Park 62.6% 63.3% 64.0% 64.0% 64.3% 64.3% 64.6% Other 0.002 8.79% London to Dartford via Sidcup 71.9% 72.6% 73.1% 72.9% 72.7% 72.4% 72.3% Provision of information 0.005 decrease London to Dartford and Gillingham Quality on train 0.029 via Charlton & Lewisham 60.1% 60.7% 61.2% 61.2% 60.9% 60.6% 60.5% Safety & Security 0.007 Train energy (by period) Dartford via Woolwich Arsenal 78.2% 78.6% 79.0% 78.6% 78.5% 78.4% 78.2% Staff conduct & availability 0.021 Station quality 0.005 Timetabling and connection issues 0.002 Train service performance 0.023 Overall 0.182 3.9% increase in consumption

18 On Board Autumn/Winter 2019 19 Performance Performance Train punctuality Ticket office opening hours Punctuality is hugely important to us, because we know how frustrating delays and cancellations can be. From 1 April This table shows the ticket office opening hours percentage against planned hours for each station. It also shows the 2019, we started monitoring how punctual our services are by using the On Time Measure, in common with the rest of the number of times any ticket office was closed for more than four hours due to an unplanned reason (such as short notice railway. This measure records punctuality to the minute at every station, and not just the final destination of the train, to sickness or absence). within 59 seconds. Our franchise also requires us to report punctuality using the Public Performance Measure (PPM). PPM is measured by the percentage of trains we run on time against our planned timetable. For this purpose, only trains that run their entire planned route and arrive within five minutes of their planned arrival time are considered on time. For now, we’ll be publishing both the On Time and PPM measures. Below are the PPM results. Actual Opening

Southeastern total 28 Apr 19 – 26 May 19 – 23 Jun 19 – 21 Jul 19 – 18 Aug 19 – 15 Sep 19 – 13 Oct 19 – Monday-Friday Saturday Sunday 25 May 19 22 Jun 19 20 Jul 19 17 Aug 19 14 Sep 19 12 Oct 19 09 Nov 19

Name of station AM PM AM PM AM PM Actual Opening Hours (as % of planned hours) last 6 Average months number Total of unplanned closures above 4 hours PPM Period 92.5% 92.5% 92.2% 89.5% 93.2% 88.8% 89.0% PPM Moving Annual Average 88.9% 89.3% 89.7% 89.6% 89.7% 89.5% 89.6% Albany Park 06:10 19:30 08:10 14:50 08:10 13:30 94% 13 Ashford International 05:30 21:30 05:30 21:30 06:00 21:30 100% 0 Line of Route Period Aylesham 06:30 13:10 06:30 13:10 Closed Closed 98% 1 Hastings via Tunbridge Wells 88.7% 86.5% 89.0% 83.0% 93.4% 83.9% 88.7% Barming 05:50 09:15 Closed Closed Closed Closed 100% 0 Ramsgate and Dover via Faversham 93.2% 91.8% 91.8% 86.6% 90.0% 90.0% 85.5% Barnehurst 06:10 19:30 08:10 14:50 08:10 15:40 95% 9 Ramsgate and Dover via Ashford 92.5% 89.4% 90.3% 83.8% 91.7% 86.5% 86.5% Battle 05:40 19:00 05:40 19:00 09:10 16:30 95% 18 Ashford via Maidstone East 93.9% 91.7% 93.0% 89.6% 90.5% 90.6% 85.4% Bearsted 06:10 19:30 07:10 13:50 07:40 15:10 87% 38 Sittingbourne to Sheerness 97.1% 97.6% 97.6% 96.7% 96.6% 89.4% 94.1% Beckenham Junction 06:10 19:40 06:10 19:40 08:10 17:40 98% 2 Strood to Tonbridge Belvedere 14:00 18:40 Closed Closed Closed Closed 98% 1 via Maidstone West 97.9% 97.0% 95.8% 94.1% 96.7% 94.7% 93.6% Belvedere 06:10 12:50 07:40 14:20 Closed Closed 98% 1 High speed to St Pancras via Ashford 91.9% 88.0% 90.8% 85.9% 88.3% 90.4% 86.8% Bexley 06:10 19:30 06:10 19:30 08:10 15:40 88% 22 High speed to St Pancras Bexleyheath 06:10 20:00 06:30 20:00 08:10 16:40 90% 16 via Gravesend 91.7% 90.1% 90.6% 88.2% 89.0% 90.5% 85.9% Bickley 13:10 19:45 Closed Closed Closed Closed 94% 1 Dartford via Bexleyheath 91.2% 94.2% 92.7% 89.8% 93.6% 88.0% 87.9% Bickley 06:10 12:50 07:10 13:50 08:15 13:45 94% 1 Orpington via Bromley South 93.7% 92.5% 93.1% 91.0% 94.2% 92.3% 91.7% Birchington 05:45 12:25 06:45 13:25 Closed Closed 99% 0 Hayes 92.6% 94.3% 91.9% 92.2% 93.6% 87.6% 90.8% Blackheath 06:10 20:00 06:40 20:00 08:10 19:40 95% 9 Orpington and Sevenoaks Borough Green 06:10 17:55 07:10 13:50 08:10 15:40 90% 29 via Grove Park 93.6% 94.0% 93.4% 93.0% 95.6% 89.7% 92.1% Brixton 06:40 20:00 08:10 14:50 Closed Closed 84% 12 Dartford via Sidcup 90.5% 92.3% 91.1% 88.3% 92.5% 85.3% 85.3% Broadstairs 06:15 19:30 06:15 19:30 08:10 15:40 96% 15 Dartford and Gillingham Bromley North 06:15 19:00 07:20 14:00 Closed Closed 91% 2 via Charlton & Lewisham 90.4% 93.9% 91.1% 91.9% 94.1% 88.7% 89.2% Bromley South 06:00 21:30 06:20 21:30 06:40 21:30 100% 2 Dartford via Woolwich Arsenal 92.5% 93.9% 92.4% 88.5% 95.1% 90.7% 92.3% Canterbury East 06:10 20:20 06:10 20:20 07:30 19:30 94% 9

Canterbury West 06:15 19:30 06:15 19:30 08:30 17:00 99% 1 Line of Route MAA Catford Bridge 06:10 19:30 06:10 19:30 08:40 16:40 90% 17 Hastings via Tunbridge Wells 84.6% 85.0% 85.5% 85.2% 85.5% 85.3% 85.6% Ramsgate and Dover via Faversham 87.7% 87.9% 88.4% 88.2% 88.1% 88.0% 88.2% Charing 07:15 11:40 Closed Closed Closed Closed 98% 1 Ramsgate and Dover via Ashford 86.3% 86.7% 87.0% 86.6% 86.6% 86.3% 86.4% Charlton 06:10 19:30 06:10 19:30 08:30 16:00 88% 8 Ashford via Maidstone East 89.7% 89.7% 90.0% 89.9% 89.6% 89.8% 89.8% Chatham 05:45 20:00 06:15 20:00 07:00 19:00 99% 4 Sittingbourne to Sheerness 94.9% 95.3% 95.5% 95.5% 95.8% 95.2% 95.1% Chelsfield 06:10 19:30 08:15 15:00 08:15 13:00 93% 16 Strood to Tonbridge Chestfield & Swalecliffe 06:45 10:15 Closed Closed Closed Closed 97% 0 via Maidstone West 93.3% 93.7% 93.9% 93.8% 93.8% 93.8% 94.1% Chislehurst 06:10 19:30 07:00 19:15 08:15 15:40 96% 6 High speed to St Pancras via Ashford 87.5% 87.5% 87.8% 87.6% 87.3% 87.3% 87.2% Clock House 06:10 19:30 07:20 13:50 Closed Closed 91% 15 High speed to St Pancras Crayford 06:10 19:30 06:40 20:00 08:10 15:40 83% 37 via Gravesend 87.6% 87.8% 88.0% 87.9% 87.6% 87.7% 87.7% Crowhurst 06:00 10:00 Closed Closed Closed Closed NA NA Dartford via Bexleyheath 88.4% 89.1% 89.6% 89.5% 89.6% 89.4% 89.5% Dartford 06:10 20:40 06:10 19:40 07:10 20:40 98% 4 Orpington via Bromley South 91.0% 91.1% 91.7% 91.6% 91.6% 91.6% 91.9% Deal 05:45 19:10 05:45 19:10 07:30 16:00 93% 27 Hayes 89.7% 90.3% 90.7% 90.8% 90.8% 90.4% 90.4% Deptford 06:40 17:25 Closed Closed Closed Closed 92% 24 Orpington and Sevenoaks Dover Priory 05:30 21:30 05:30 21:30 06:15 21:30 99% 4 via Grove Park 90.9% 91.3% 91.7% 91.8% 91.8% 91.7% 91.8% Ebbsfleet International 06:20 20:15 09:00 19:300 09:45 18:45 96% 14 Dartford via Sidcup 86.3% 87.1% 87.7% 87.6% 87.7% 87.4% 87.4% Eden Park 06:10 12:50 07:20 14:00 Closed Closed 99% 0 Dartford and Gillingham Elmers End 06:10 19:30 06:10 19:30 Closed Closed 90% 11 via Charlton & Lewisham 88.5% 89.2% 89.5% 89.6% 89.7% 89.4% 89.5% Elmstead Woods 06:00 19:30 08:15 14:50 08:15 15:40 97% 0 Dartford via Woolwich Arsenal 90.6% 91.1% 91.4% 91.1% 91.1% 91.0% 91.2% Eltham 06:10 20:00 06:10 20:00 08:10 15:40 93% 13 Erith 06:05 19:25 06:10 19:25 Closed Closed 87% 31 Etchingham 06:10 12:55 07:20 14:00 Closed Closed 99% 0

20 On Board Autumn/Winter 2019 21 Performance Performance

Actual Opening Actual Opening

Monday-Friday Saturday Sunday Monday-Friday Saturday Sunday

Name of station AM PM AM PM AM PM Actual Opening Hours (as % of planned hours) last 6 Average months number Total of unplanned closures above 4 hours Name of station AM PM AM PM AM PM Actual Opening Hours (as % of planned hours) last 6 Average months number Total of unplanned closures above 4 hours

Eynsford 06:10 12:50 Closed Closed Closed Closed 100% 0 Petts Wood 05:45 20:00 07:00 20:00 07:45 19:45 98% 2 Falconwood 06:10 19:30 08:10 14:50 08:10 15:40 92% 16 Pluckley 06:10 10:40 Closed Closed Closed Closed 100% 0 Farningham Road 06:10 10:30 Closed Closed Closed Closed 98% 0 Plumstead 06:10 19:30 06:10 19:30 08:10 15:40 86% 25 Faversham 06:15 19:30 06:15 19:30 08:00 19:00 98% 4 Queenborough 07:00 11:00 08:00 12:00 Closed Closed 99% 0 Folkestone Central 06:00 19:00 06:00 19:00 08:10 17:40 98% 5 Rainham 06:00 19:30 07:00 19:00 08:00 19:00 99% 3 Folkestone West 06:25 13:05 07:35 14:15 Closed Closed 99% 0 Ramsgate 06:15 20:00 06:15 20:00 06:15 16:30 98% 5 Frant 06:25 09:45 Closed Closed Closed Closed 99% 1 Robertsbridge 06:10 12:50 07:10 13:45 Closed Closed 99% 0 Gillingham 06:10 20:00 06:10 20:00 07:00 19:00 98% 4 Rochester 06:10 19:30 06:45 13:25 Closed Closed 97% 7 Gravesend 05:45 20:00 05:45 20:00 06:45 20:00 97% 7 Sandling 06:20 13:00 Closed Closed Closed Closed 99% 0 Greenhithe 06:10 19:30 07:40 19:40 09:10 16:40 96% 11 Sandwich 06:30 11:00 06:30 11:00 Closed Closed 99% 0 Greenwich 06:10 20:00 06:10 20:00 08:40 18:40 97% 6 Sevenoaks 06:15 21:00 06:15 21:00 07:15 21:15 99% 3 Grove Park 05:15 20:15 07:00 20:15 08:10 18:40 97% 6 Sheerness-On-Sea 06:30 13:10 06:30 13:15 07:45 15:45 100% 0 Harrietsham 06:10 10:25 Closed Closed Closed Closed 100% 0 Shepherds Well 06:30 11:00 Closed Closed Closed Closed NA NA Hastings 05:50 20:30 05:50 20:30 05:50 20:30 98% 3 Shortlands 06:10 19:30 06:00 19:30 08:10 15:40 92% 9 Hayes 06:10 19:30 07:20 14:00 Closed Closed 84% 24 Sidcup 06:10 19:50 06:10 19:50 08:10 19:40 98% 3 Headcorn 06:00 19:20 07:10 13:50 08:10 16:30 93% 20 Sittingbourne 06:00 19:30 07:00 19:00 07:00 19:00 97% 8 Herne Bay 06:10 19:00 06:10 19:00 09:10 16:00 95% 9 Slade Green 06:10 12:50 07:10 13:50 Closed Closed 95% 0 Herne Hill 06:10 19:40 06:10 19:40 08:10 17:40 97% 4 Sole Street 06:30 10:30 Closed Closed Closed Closed 99% 0 High Brooms 06:20 19:00 07:10 13:50 Closed Closed 95% 16 St Johns 07:10 13:50 Closed Closed Closed Closed 93% 0 Higham 06:10 12:50 Closed Closed Closed Closed 100% 0 St Leonards Warrior Square 06:00 19:20 08:10 14:50 Closed Closed 91% 26 Hildenborough 06:10 12:50 07:10 13:50 Closed Closed 99% 0 St Mary Cray 06:10 19:30 06:10 19:30 08:15 16:40 90% 26 Hither Green 06:10 20:00 06:10 19:30 08:10 19:40 97% 6 Staplehurst 06:00 19:00 08:00 14:40 08:10 16:30 97% 8 Kearsney 06:40 10:20 Closed Closed Closed Closed NA NA Stone Crossing 06:45 10:10 Closed Closed Closed Closed NA NA Kent House 06:10 19:30 07:10 13:50 Closed Closed 86% 8 Stonegate 06:00 12:00 Closed Closed Closed Closed 99% 1 Kidbrooke 06:10 19:30 06:40 19:30 09:00 14:40 87% 31 Stratford International 07:30 10:30 09:00 13:00 Closed Closed 99% 0 Knockholt 06:15 09:40 Closed Closed Closed Closed 99% 0 Strood 06:00 19:00 07:45 14:00 08:15 15:30 92% 23 Ladywell 06:10 19:30 07:20 14:00 Closed Closed 86% 18 Sturry 06:30 10:00 Closed Closed Closed Closed 100% 0 Lee 06:10 19:30 07:40 14:20 08:10 15:40 86% 11 Sundridge Park 06:45 13:20 Closed Closed Closed Closed 97% 0 Lenham 06:20 13:00 06:20 13:00 Closed Closed 97% 3 Swanley 06:00 18:30 07:00 19:00 08:00 14:30 98% 3 Lewisham 06:10 20:50 06:10 20:20 07:10 20:50 98% 5 Swanscombe 06:10 12:50 08:40 15:20 Closed Closed 97% 2 London Bridge 04:50 01:20 05:05 01:20 06:45 01:20 100% 0 Sydenham Hill 06:40 20:00 09:00 15:50 Closed Closed 86% 21 London Cannon Street 07:15 19:40 Closed Closed Closed Closed 100% 0 Teynham 06:30 09:30 Closed Closed Closed Closed 100% 0 London Charing Cross 04:30 01:05 04:30 01:05 06:45 01:05 100% 0 Tonbridge 05:40 21:40 05:40 21:10 06:30 21:30 100% 0 Longfield 06:15 19:30 07:15 13:30 08:15 13:00 89% 34 Tunbridge Wells 05:55 21:40 06:30 20:40 06:40 21:55 99% 1 Lower Sydenham 06:20 13:00 07:20 14:00 Closed Closed 99% 0 Wadhurst 06:20 18:30 07:10 13:50 Closed Closed 81% 61 Maidstone East 06:00 20:00 06:00 20:00 07:45 20:00 98% 4 Walmer 06:30 11:00 06:30 11:00 Closed Closed 99% 0 Maidstone West 06:15 12:50 06:10 12:50 Closed Closed 100% 0 Welling 06:10 19:30 06:10 19:30 08:10 16:40 87% 15 Marden 06:15 13:00 07:00 13:00 Closed Closed 99% 1 West Dulwich 06:40 19:30 07:20 14:00 08:10 15:40 96% 1 Margate 06:15 19:30 06:15 19:30 09:10 16:40 96% 10 West Malling 06:00 19:00 07:30 14:10 08:15 15:30 92% 19 Martin Mill 06:10 10:30 Closed Closed Closed Closed NA NA West St Leonards 05:45 12:25 06:00 12:40 Closed Closed 96% 0 Maze Hill 06:10 19:30 06:100 19:30 Closed Closed 94% 8 West Wickham 06:10 19:30 07:20 14:00 Closed Closed 87% 23 Meopham 06:15 12:45 08:00 13:15 Closed Closed 99% 0 Westcombe Park 06:10 19:30 08:10 14:50 Closed Closed 81% 33 Mottingham 06:10 19:30 06:40 20:00 08:10 15:40 88% 26 Westgate-On-Sea 06:00 11:00 Closed Closed Closed Closed 95% 0 New Beckenham 06:20 13:00 07:20 14:00 Closed Closed 98% 0 Whitstable 06:10 19:00 06:10 19:00 09:10 16:00 94% 10 New Cross 06:10 20:00 06:10 20:00 08:10 20:00 95% 11 Woolwich Arsenal 05:40 20:05 06:10 20:05 06:40 21:10 98% 5 New Eltham 06:10 20:00 06:40 20:00 08:10 15:40 87% 24 Woolwich Dockyard 06:40 13:20 Closed Closed Closed Closed 98% 0 Newington 06:10 10:00 Closed Closed Closed Closed 97% 1 Wye 06:00 12:40 07:00 13:40 Closed Closed 99% 1 Northfleet 06:10 10:10 Closed Closed Closed Closed 100% 0 Orpington 06:05 21:00 06:05 21:00 06:45 21:00 99% 4 Otford 06:15 19:30 06:15 19:30 08:10 15:40 84% 46 Paddock Wood 06:00 19:00 08:00 14:30 08:00 14:30 95% 16 Penge East 06:10 19:30 06:40 19:30 08:10 15:40 94% 6

22 On Board Autumn/Winter 2019 23 Brand new content on Se Motion

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