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OnFor your Southeastern journeyBoardSpring/Summer 2016 Making a difference We’re working hard to improve your journey Plus Delays explained update Performance statistics: how did your service perform? Enjoy new discoveries Book your Southeastern Advance train ticket for best value* southeasternrailway.co.uk/beadvanced

* Best value is based on the cost of an online Southeastern Advance ticket compared to a full-price train ticket on the day. Advance tickets are standard class Single (one-way) tickets which can be bought online up to 12 weeks in advance of travel, subject to availability. Full Ts&Cs at southeasternrailway.co.uk/beadvanced

#SEhiddengems

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8287-SE On Board Magazine Full Page Adverts.indd 1 04/04/2016 15:17 On Board. April 2016 – September 2016 Hello, Headlines about the ‘wrong kind of sun’ caused dismay early in the year, but actually brought into focus the difficult balancing act train operators have to perform every day. Punctuality and reliability are critical, but the safety of passengers is our first priority. We’ve got more on ‘Sungate’ here, on the main causes of delays you experience, and what we’re collectively doing Contents with Network Rail and others to minimise them. Do take a moment to look at our 14 performance figures, also summarised here for you. There’s detail on train punctuality for each line, and ticket office opening hours achieved for each station on our network over the last six months. You might also be interested in some of the questions – and answers – that came up at our monthly Meet the Manager meetings. We’d love to see you at one, the feedback is extremely useful, and the dates and locations of these sessions for the rest of the year are listed on page 16. And do please continue to tell us over social media about your experiences, good and bad. We’re pleased to report that, despite Abbey major disruption (including the Wood problems caused by sea wall damage station at Dover) overall customer satisfaction levels are at a two-year high. Read 4 Our service 12 Working together about our improvement programmes Have a look at our latest How we work with Network and the implications for your journeys, service statistics Rail to keep the trains on page 14. 5 Investments running Finally, we’ve got some suggestions Improvements we 14 Major improvements for things to do and places to go made in 2015 An update on the (including some #SEhiddengems) in 6 Our survey said Thameslink Programme the towns, villages and countryside The latest passenger survey and more within our beautiful region. results are in – and we’re 17 Summer fun Editor improving Loads to do and see 8 Dover update across our region with Our compensation plans #SEhiddengems this Disclaimer The opinions expressed in this guide are not for those affected by the summer necessarily those of Southeastern. Editorial damage at Dover 20 Performance about Southeastern products and services 9 Train of thought Our latest survey may not include all of the applicable terms and conditions. Visit southeasternrailway. Meet the man who delivers statistics are revealed co.uk call 0345 322 7021 or write to our real-time information Southeastern Customer Relations, P O Box 10 Delays explained 10422, Unit 16, Coalfield Way, Ashby-de-la- Zouch LE65 9EL. Registered in How the sun and landslips (CN 4860660) it’s part of Govia, a joint-venture affect our service between Go-Ahead Group plc and Keolis UK ltd. Produced by beetroot. beetroot.co.uk 0207 749 0180

Spring/Summer 2016 33 Performance Our service stats Here are our performance results for the last six months:

Environmental performance

Site electricity – 0.43% increase in consumption Site gas – 6.41% decrease in consumption Traction energy – 0.83% increase in consumption Waste recycled – 0.98% increase Ticket office opening hours Customer expectations We averaged a open rate against our of our stations provide a safe 94.4% committed hours 90% and welcoming environment

of our trains are clean including the toilets Customer 89% comments of our retail facilities have We have received 0.207 91% easy access to ticket offices complaints per 1,000 and friendly staff customer journeys.

of our network provided In six months there were 92% information that was accurate 94.2 million passenger and timely to help journey planning journeys made on our network.

Complaints per 1,000 passenger journeys Accessibility issues 0.002 Complaints handling 0.014 Fares, retailing 0.029 Provision of information 0.007 NRES 0.000 Other 0.000 Praise 0.004 Quality on train 0.015 Safety & security 0.010 Staff conduct & availability 0.017 Station quality 0.006 Timetabling and connection issues 0.004 Self-service ticket machines Train service performance 0.073 We averaged Company policy 0.025 reliability Environmental 0.001 98.3% across the network Overall 0.207

4 On Board Investment

Better real-time information via Twitter, with an expanded in-house team £500,000 24 operating 24 hours invested in new digital screens and upgraded Customer Information Screen system

Currently part way through a £70 million investment programme that has seen us: 20 Provide more real- Digital poster board Introduced time information screens for all types Oyster and 1 of information Contactless for passengers including upcoming pay as you Deep clean all our engineering work at go as means 2 trains and stations our Mainline stations of payment between Extensively refresh the Ticket office Provided tablets to our Stratford and 3 interiors of 112 trains frontline staff resulting St Pancras Improve accessibility opening hours in better real-time on 190 Networker communications for 4 trains We averaged a passengers open rate against our Provide more 94.4% committed hours 5 employee assistance at stations Extended Oyster to Dartford and Swanley

Extended opening hours Our improvements at Cannon Street

Some of our big More than investments in 2015

100additional staff Started station recruited at stations improvement programme

Invested a further Constructed decked car parks at Tonbridge and Orpington stations, creating more than 300 £2m additional spaces in new ticket machines

By installing an additional Deep cleaning our trains, replacing carpets and worn seat covers and repainting 300 31ticket vending Installed ticket exteriors machines with another gates at Staplehurst

Additional evening and weekend services between 32 planned Victoria and Dartford Spring/Summer 2016 5 Passenger satisfaction

The results of the latest National Rail Passenger Survey (NRPS) are in. They show that thanks to investment in our trains and stations, some of you have seen your journeys improve Hard work is making a difference

6 On Board e are part way through for major timetable changes. Passenger a £70m investment satisfaction has increased by four per cent programme to benefit as a result. you – our passengers – and improve your Room for improvement Wexperiences of travelling with us. And Punctuality and reliability still remain although we realise further improvements areas of dissatisfaction for many are required and we still have a long way passengers across the network, with to go, our results show that the hard work some service delays being caused by we have put in is already making infrastructure issues like the heavy storms a difference. which caused damage to the sea wall at Overall customer satisfaction stands at Dover on Christmas Eve. See how, as part 75 per cent, the same level as the spring of a £44.5 million project, Network Rail is 2015 survey – and a two-year high. This working round the clock (tides permitting) means that we have achieved the same to repair the wall in December and how or better performance for the fourth survey we are helping passengers during the in a row. disruption (page 8). Year-on-year figures also show a Improvements are being made across significant increase in all three main the infrastructure network including the business areas. The High Speed service major multi-million government-sponsored achieved 93 per cent satisfaction with Mainline and Metro showing a two per cent increase to 77 per cent and 73 per cent respectively. “We have achieved the same or better On the up performance for the On-board cleanliness: Up four per cent thanks to a deep clean of every train and fourth survey in a row” up three per cent for satisfaction with upkeep and repair. Ticket facilities: Passenger satisfaction is up four per cent thanks in part to 31 Thameslink Programme in conjunction more ticket vending machines across with Network Rail, see pages 14 &15 for High Speed and Mainline stations and more information. And we are working the introduction of contactless pay as you with the Department for Transport to go and Oyster between Stratford and St improve the capacity on our network. Pancras International. A further 32 ticket We know our performance is not always machines are due to be installed this year. at the level we’d like it to be but we do Staff availability: We have recruited know our passengers’ perception of how 100 additional staff, extended gateline we deal with delays has improved, up operating hours and deployed temporary an average of nine per cent across High customer service staff at key locations Speed, Metro and Mainline. This represented the biggest improvement in our results and was, in part, On Track app thanks to the investment in operational Our On Track app enables you to information screens and more frequent quickly see your common journeys, on-board announcements. Having a 24/7 platform changes and live Twitter team able to answer your questions departure information. It gives you and provide information on services seems access to personalised, real-time to have really helped (page 9). information and super fast journey We also have our On Track app for planning for all Great Britain train personalised, real-time information and journeys. You can also buy train super fast journey planning. and car park tickets and see Tube We do know that there is still a long way updates. Available for free from the to go but, rest assured, our continued focus App Store or Google Play. is to make improvements that benefit all of our passengers across the network over the coming months.

Spring/Summer 2016 7 Dover – Folkestone help

What’s the Deal at Dover? Compensation arrangements for those most affected by the sea wall collapse

conic Dover has been the site of many What we’re doing disrupted travel arrangements over the last To help passengers at Dover Priory, Martin Mill, couple of months after the sea wall further , Deal and Sandwich, there are: deteriorated since the initial damage on n Two new peak high speed stopping services Christmas Eve. We worked in super-quick between Dover Priory and St Pancras Itime during the Christmas period to ensure that International. people were able to reach their destination, n Another peak high speed service from however we know the closure to the line has Folkestone to St Pancras International. See severely affected those travelling from stations on southeastern.co.uk/dover for more details. that line. Many of those who travel from Sandwich, n A bus replacement service between Dover Deal, Martin Mill, Walmer or Dover Priory have and Folkestone West via Folkestone Central. been compensated (see right) and we continue This will remain in place until further notice. to promote our arrangements online and in the n A bus replacement service during peak times media. from Martin Mill, Walmer, Deal and Sandwich Since the initial damage occurred the wall has to Folkestone Central and Folkestone West. deteriorated further with damage to a number of n A train service running throughout the day sections and several sinkholes along its length. from Dover Priory to Ramsgate stopping at the As a result the most damaged part of the railway five most affected stations. will need to be completely replaced with a new n Folkestone West car park is free to all viaduct before trains can run again. passengers with tickets from the five most The project to rebuild the line has already affected stations. begun and Network Rail engineers say they are We do advise you to check your journey before targeting December to reopen the railway to you travel. trains. Preliminary construction on the 235m-long viaduct started in March. And if you can’t get to your destination, we Alasdair Coates, Network Rail’s Route Managing will compensate you.* We will: Director, said he appreciated it was a frustrating n Refund the difference in cost between time for passengers and thanked them for their Mainline and high speed fares for any understanding. “We aim to be able to get trains National Rail tickets (excluding Travelcards) running again this December and if it is possible valid from the mentioned stations and to open the line before then, then we will,” he said. purchased from 24 December. “As with all projects of this scale, and this kind of n Give all season ticket holders from the five exposed location, we will face challenges with the affected stations a 20 per cent refund on their weather and the ground we are working on, but Mainline fare. This will be backdated for I am confident this is the right plan and one that January and continue until further notice. will give us a strong railway, years into the future.” n Compensation claim forms are available As the work progresses, we are, of course, doing at Sandwich, Deal, Walmer, Martin Mill and all we can to help you get around. Although no Dover Priory stations. They can be handed trains can run between Folkestone Central and into the station or sent back via the Freepost Dover Priory and most off-peak services cannot address. stop at Dover Priory, Martin Mill, Walmer, Deal or Sandwich, we have introduced more peak high *Compensation arrangements are in place speed services. until further notice.

8 On Board Train of thought

these can be seen by How did you get into thousands of people. There this job? was recently a story about I have worked on the a driver who, because information side of the of glare from the sun, railway for 22 years, couldn’t see whether starting in the telephone it was safe to move enquiry bureau back in the train out of the 1995, advising people how 5 station so got out and to make their journeys minutes manually checked in pre-internet days. By with… his train. This caused a nature I am an inquisitive two-minute delay but is an person, I like to know what essential safety check that is going on and know our if not followed could result passengers do too. I’m really John Till, in a serious accident. My into technology and enjoy team explained this to a keeping up-to-date with the Passenger passenger and it turned into various ways we can now Information a global news story. It is all communicate and inform about trying to get the right our passengers. They now Manager information out there without have an expectation for it being misunderstood information to be delivered or misconstrued and to them in different ways and sometimes this can be a real we have to make sure we challenge – especially when do all we can to meet those working to 140 characters! expectations. That said, Twitter isn’t all bad news. We receive Who do you follow on lots of positive stories from Twitter? passengers who have been I’m a bit of a politics junkie reunited with their lost so I follow a lot of politicians, property or who say our both in the UK and abroad – Tell us about your job. station teams have helped especially with the upcoming I am responsible for the them to complete their elections in the US. I also real-time delivery of all journeys with ease. follow a few comedians. our passenger-facing It’s good to break up the information, which includes How do you deal with seriousness and Twitter is the display boards and any problems? a great place to do it, the announcements at stations, The number one rule in character limitations make information about service our team is to remain it more of a challenge and changes on our website professional and try therefore more entertaining and our Twitter feed. not to take any of the to read. negative tweets we receive What about your team? personally. We get their What are the difficulties There are 26 of us and frustration and we do all we of sharing real time the team is operational can to help it, but sometimes information? 24 hours a day, 364 days people forget we’re human Sometimes, as is the nature a year – with Christmas and not a machine. We of Twitter, passengers hear Day our only day off. My run nearly 2,000 passenger about an incident before team and I look after the trains on weekdays, around we have a full idea of what information we provide our 1,700 on Saturdays and the situation is. People passengers. nearly 1,000 on Sundays to speculate if they don’t know the 179 stations across our what’s going on and this What are the challenges network – sometimes things can happen if you don’t when dealing with social are going to go wrong, respond immediately. We media? and if they do we are on aim to respond quickly, but Twitter allows us to have hand to answer questions sometimes to give the correct one-to-one conversations and provide up-to-date up-to-date info we have to with our passengers but information. take a little more time.

Spring/Summer 2016 9 Delays explained

Landslips As many of our passengers will be aware, the damage to the sea wall at Dover and subsequent landslips at Barnehurst and elsewhere has caused Why major issues for Southeastern services and, of course, those travelling with us (for more information see page 8). Landslips often happen following long wet weather periods. When the ground becomes saturated, the amount of delays water and the earth becoming heavier forces grains of soil apart. The grains cannot lock together and the slope does not have the strength to stand up, so it begins to slip downhill. A train can become derailed if the happen water washes soil or rocks onto the track. Delays can also occur as we may need to re-route services if we are unable to here are many different move trains in the affected area. reasons why your train may Once landslips start to move the slope be delayed or your journey is is left permanently weakened, meaning disrupted. From landslips to that it could occur again. Older pieces the weather, we work closely of railway engineering need to be Twith Network Rail to fix things quickly updated as they are no longer coping when problems occur and try to reduce with what is thrown at them. the risk of these issues happening in the Even a small bit of landslip can be first place. a hazard to a train and its passengers, as debris falls onto a line, it cannot be Sunshine avoided. As you may have read in the press, our Twitter team once blamed a delay on Reducing delays caused by landslips sunshine, but how does that work? n Helicopters, equipped with laser The glare when the sun is low can imaging, detection and ranging, can hamper the ability of our drivers to identify sites prone to landslips. see screens which help them check n Motion sensors and CCTV are used passengers are safely on-board, all at high risk sites to detect soil and doors are closed without obstruction and rock movements. If there is a risk an the train can depart safely. alarm is sent to the signaller who stops When the sun is at a particular level the trains until the area has been in the sky it reflects off the screens inspected by engineers. or mirrors used by our drivers n Drainage, steel rods or soil nails are and conductors. On used to stabilise at-risk earthworks. the specific occasion And earthworks are reprofiled to mentioned, our drivers reduce steepness of the banks, if there took steps to check the is no other choice. train was safe to move. n Network Rail staff are deployed to We are looking to see reduce the effects following any flood what more we can warnings sent from the Environment do to minimise delays Agency or Flood Forecasting Centre. without risk, but our staff are trained to act on behalf of the safety More information of our passengers and For more information visit it is essential that these networkrail.co.uk/delays-explained checks are completed before a train leaves a station.

10 On Board Delays repaid

If your Southeastern journey has been delayed by more than 30 minutes, we will compensate you under the national Delay Repay Scheme. To claim simply apply online or by post within 28 days of the delay. You will need to provide proof of travel (your ticket, ticket receipt, a copy of your season ticket and photocard or journey receipt for Oyster pay as you go).

What are you entitled to receive? Compensation will be paid in cashable vouchers or via a cheque, depending on your request. The vouchers can be cashed in at any Southeastern ticket office within 28 days of issue limited to £50 in one transaction per day. The vouchers can also be used to buy rail tickets with any National Rail train Get compensation operating company in Great Britain, including season tickets If your Southeastern and are valid for 12 months. Please provide photographic journey has been identification to make sure we delayed by more are paying the vouchers to the right person. than 30 minutes, we See www.southeasternrailway. will compensate you co.uk/delayrepay for more information on how we under the national calculate compensation. Delay Repay Scheme

Spring/Summer 2016 11 Working together

Together with our partners, we are working hard to improve your journeys today and tomorrow

to Ourjourney

12 On Board improvement track on the approach to London Bridge brought into use with the opening of the first section of the new Bermondsey dive-under, which will untangle the tracks approaching London Bridge from South East London, Croydon and . This will give more flexibility to improve reliability and reduce delays for passengers. The government is committed to working with us to improve capacity on our network, to bring more trains to our busiest routes, and we are part way same number of trains on a very tight through a £70m programme of investment timetable. We’re unable to divert any to refurbish trains, stations and improve more trains into Cannon Street as we information for passengers before the end used to, as the station is at full capacity. of this franchise. This means that small problems can We want to do everything we can to quickly snowball. improve journeys today and tomorrow The sorts of infrastructure-related and deliver a better passenger problems we’ve encountered have experience. But the infrastructure will included repeat signalling failures, remain restricted during this period and he Southeastern route is one of temporary speed restrictions, an increase it won’t be until the end of 2018 when the the busiest and most complex in trespassers on the line, landslips caused ultimate benefits of the huge investment networks in the UK. Largely a by heavy rain such as at Barnehurst, and programme will be fully seen. commuter route into London, major damage to the sea wall in Dover. the railway sees over 170 On the operating side, we’ve seen a Tmillion journeys a year and the success of small period of temporary train crew Passengers hate delays and the railway has seen passenger numbers shortages because of sickness, and train who can blame them! But on this part of the network grow by 40 per reliability is always a factor– although often there are a number of cent since 2006. Southeastern is performing better than factors for a delay and why it has happened. We know that investment in the railway target in both these factors. is much needed. Passenger numbers The growth in passenger numbers has Delay split by operator: Period 12 (7 February to 5 March) continue to grow, and against a long term seen overcrowding worsen – particularly under-investment in infrastructure, the on the metro routes in South East London. Caused by freight train operators 1% network is under ever increasing pressure. With more and more people boarding The multi-million pound government- and alighting from trains this means Caused sponsored Thameslink Programme, a services are held in platforms for longer by other Infrastructure once in a generation transformation of adding delays to journeys. passenger 28% train the railway, is part of the solution. The But the industry – the Government, operators 1% work at London Bridge will untangle the Network Rail and Southeastern – are railway lines currently causing delays and committed to improving performance for congestion on the network, and will result passengers. in a bigger, better station for passengers. Network Rail is working hard to improve In January 2015 work on the rebuild of infrastructure reliability, focusing on the London Bridge moved to the Southeastern problems that have the highest risk of side of the station. failure and those that most affect our However transformation of this scale customers. They are putting more teams was always going to have an impact on standby to quickly get track problems on our passengers’ journeys. While we sorted so trains can start running again delivered a punctual service for the first as soon as possible. A dedicated team Train three months of the new timetable, what is working on improving Network Rail’s External (inc. weather, operator has affected our service in recent months ability to predict and prevent issues before fatalities etc.) caused to has been an increasing number they happen. 26% self 26% of infrastructure failures and the There are positive signs ahead. Parts Operations & ability to recover the service after of London Bridge station will reopen in Other 18% an incident. Because of the work at the summer of 2016 including some of the Network Rail total 72% London Bridge, we have a reduced platform areas and part of the new ticket number of tracks but are running the hall. Christmas 2016 will see an additional improvement Spring/Summer 2016 13 Major improvements Change for the better Improvement programmes across our network are securing the future of the railway and making a better travel experience for our customers. Here’s an update on the latest developments…

14 On Board Crossrail With Abbey Wood station opening its first new platform, our London-bound services will now call there. Wider than the old platform, it provides increased canopy cover, better lighting and new customer information screens. August also sees several other Over Easter the old London-bound significant changes: platform was demolished and a pre- n A new timetable on most cast concrete slab was installed over Thameslink Programme Southeastern routes the tracks, forming the base for, and The Thameslink Programme is a n Cannon Street services will no first visible sign of, the new spacious, government-sponsored initiative to longer stop at London Bridge after station building. transform rail travel across London Friday 26 August When Crossrail services start in 2018, and the South East. Our services n From Bank Holiday Monday, 29 August, up to 12 extra trains an hour will allow are undergoing major changes to most Charing Cross services resume passengers to travel right through central accommodate the ongoing improvement stopping at London Bridge London without having to change. works, which aren’t due to finish until 2018. n From 29 August the new Charing Cross Once they are, the number of peak time platforms at London Bridge will open East Kent re-signalling Thameslink route services through central to the public along with about two Network Rail is investing £145 million and London will increase to 24 trains per thirds of the new low level concourse, more than 2,500 hours of work to upgrade hour while new tracks and signalling will including the new ticket office signalling equipment, level crossings, and reduce delays. (existing temporary ticket office closes platforms. Passengers are now starting to We are beginning to reap the benefits. after 27 August) see the benefits. The new Borough viaduct on the Charing n There will no longer be direct access Rochester’s new train station, promised Cross line, complete with new tracks and to Tooley Street for passengers as part of the investment, was officially signalling, was completed during the entering and exiting London Bridge opened by The Duke of Kent in February. 10-day Christmas closure of London Bridge. station until after the Thameslink The station offers a bright, modern But there is still more work in the pipeline. Programme works are complete in environment, central location and is January 2018. designed to accommodate 12-car trains, What happens next? with five extra services to London now There is a major closure planned at calling at the station in the morning. It’s also London Bridge for the end of August More information linked to the riverside at Rochester via a so you need to carefully plan your Full details of changes to our subway, opening up the area and making journeys during this time as our services services can be found on our it more suitable for development. A new are likely to be very busy. Nearer the time website at multi-storey car park will open this year. we will be advertising alternative bus, southeasternrailway.co.uk/ Easter saw the final commissioning Tube and DLR routes where your tickets thameslinkprogramme of equipment installed during previous will be accepted. weekend closures. New signalling, Work will affect services for six days Or why not sign up for free text controlled from a new regional centre from Saturday 27 August onward. This and email alerts at at Gillingham, replaced old signal includes three normal working days thameslinkprogramme.co.uk boxes and new platforms at Rainham – Tuesday and Wednesday 30 and 31 and Rochester will come into use. These August and Thursday 1 September. infrastructure improvements will allow us We strongly recommend you consider to operate more services in the future. changing your normal journey to work on Network Rail still has more work to do these three days as we will not be able to so keep an eye out for more details on provide as many commuter trains as we weekend alterations. normally do. Saturday 27 and Sunday 28 August: There will be no Southeastern services More information at Charing Cross, Waterloo East, Cannon To keep an eye on the project’s Street, London Bridge or Greenwich line progress go to stations with trains diverted to Victoria, southeasternrailway.co.uk/ Blackfriars and New Cross. about-us/improvement-work/ Monday 29 August to Thursday 1 east-kent-resignalling/ September: No Southeastern services at Cannon Street or Greenwich line stations.

Spring/Summer 2016 15 Having your say

ur Meet the Manager sessions are held monthly at different locations across our network and are an opportunity for you – our O passengers – to get answers to some questions about our service. We really value your thoughts and feedback, so please keep telling us how we can improve. “How are Below are some questions – and answers – from a recent session. you going Your services have deteriorated significantly in the last six months, why? Performance over the last 12 months hasn’t been as good as it should have been. to stop We’ve experienced a higher than normal number of infrastructure-related problems including track circuit failures and a number of bridge strikes and my train landslides. These things all have a knock- on effect on our performance and disrupt the delivery of our services. always This year we’ve had a number of train crew taken ill with medical issues that prevent them from performing operational duties. being Our route is one of the busiest and most complex networks in the UK and as passenger numbers continue to grow, the network is under ever-increasing pressure. late?” The work at London Bridge will untangle some of the railway lines currently causing The 18:27 Victoria to Rainham is delays and congestion on the network, regularly delayed following a stopping and will result in a bigger, better station for train between Swanley and Rochester. passengers. But we still need to work with Why can’t this train simply precede the the Department for Transport to try and get stopping train? more rolling stock. The 18:27 can often be delayed by the 18:10 Blackfriars to Faversham, which is Missed this Meet the Manager? A Transport for All representative was itself delayed by other trains between disappointed by the small amount of Brixton and Bromley. This is a very busy Cannon Street 24 May information online from the Disabled corridor, both in terms of the number of London Bridge 21 June People’s Protection Policy (DPPP)… trains and the volume of passengers. Victoria 26 July We aim to provide digestible bite-sized We are looking at some plans to revise St Pancras 13 September International pieces of information on our website. timings in this area, though there are no Charing Cross 11 October The full DPPP can be downloaded here ‘quick fixes’. If the 18:10 train was held Cannon Street 8 November southeasternrailway.co.uk/your-journey/ at Swanley to allow the 18.27 train to London Bridge 6 December assisted-travel/disabled-persons- precede it would then cause delays to protection-policy trains behind it.

16 On Board Out and about

Wheelers Oyster Bar If you fancy a unique dining experience pay a visit to this cosy 150-year-old oyster bar. The brightly coloured restaurant offers signature dishes such as lobster lasagne and wild native oysters in an array of tasty sauces. Nearest station: West Bay Whitstable A prime location for sunset watchers, yet West Bay never gets too crowded. Castle-builders rave about the sand quality and charity Beach Within places Reach will lend you an all-terrain wheelchair if to go this necessary. Nearest station: summer Margate 5 Look out for our pocket-sized seasonal guide packed with #SEhiddengems

Science Museum Experience the thrill of riding with the Red Arrows and the power of a Typhoon jet in the museum’s simulators. If your stomach is saying no, then there are 15,000 other objects to see. Nearest station: Victoria and the tube to South Kensington

Action Watersports For the more adventurous, L im / Flickr CC a lter head to Action Watersports near Go Ape, Leeds Castle Lydd for some adrenaline-fuelled Fly down zip-wires, leap off the fun. Try your hand at water-skiing, Tarzan Swing and tackle crossings wakeboarding, flyboarding, jet- while enjoying amazing scenery. skiing and paddle boarding. They And for your junior Tarzans, there have some great fun rides too – all is a Tree Top Junior Adventure for

ages six to 12. G O Ape, T h a net ourism, W tersports. on a 22-acre private lake. a Nearest station: Nearest station:

Ashford International Bearsted Action W

Spring/Summer 2016 17 Out and about

From August 2016 – Charing Cross services begin stopping at London Bridge, Cannon Street services will not stop at London Bridge until January 2018

Docklands Light Rail Interchange Southeastern Other operator routes routes Ferry Link St Pancras 1 2 3 4 5 6 International Southeastern limited Other operator Underground Stratford Interchange Farringdon International service routes limited service routes Greenwich Food ZSL London 1 City Thameslink Tramlink Interchange Market opens Cannon Street Southeastern Zoo – the high speed route (HS1) Tuesday to Blackfriars London Travelcard Eurostar Interchange Land of Lions Waterloo Greenwich Westcombe Zones 1-6 East London Bridge (Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood Erith Sundays opens this Charing Cross Southeastern Fastrack Interchange high speed service routes spring Loughborough Elephant Deptford Maze Hill Woolwich Plumstead Belvedere Slade & Castle Dockyard Green Oyster pay as you go area PLUSBUS through (Zone 1 & 2) New Cross Victoria Junction ticketing available St Johns Southeastern high speed limited Step free access Kidbrooke Falconwood Bexleyheath service routes

Pay as you go can be used between St Pancras and Stratford International. DenmarkPeckham HillNunhead Rye Lewisham Blackheath Eltham Welling Barnehurst 2 (Zone 2 & 3) Speci c fares apply on this route. Capping does not apply. Brixton Hither Green You can use pay as you go between London, Dartford and Swanley. Mottingham Sidcup Albany Park Bexley Crayford Herne Hill Crofton Park Speci c fares apply. (Zone 2 & 3) For information about Oyster and Pay as you go fares visit: t.gov.uk/fares 03/16 Lee New Eltham Ladywell Dartford Stone Crossing West Dulwich Grove Park 3 Greenhithe (for Bluewater) Ebbseet International Catford Catford Bridge Swanscombe Sydenham Hill Northeet Sheerness-on-Sea Elmstead Woods Gravesend Lower Bellingham Queenborough Sydenham Higham Beckenham Hill Swale Park Chislehurst Strood Sundridge Kemsley New Ravensbourne Penge East Beckenham Bromley North St Mary Cray Swanley Farningham Road Meopham Sittingbourne Kent House TeynhamFaversham WhitstableChest eldHerne & Swalecliffe Bay Birchington-on-Sea Long eld Sole Street Shortlands Bromley SouthBickley RochesterChathamGillinghamRainham Newington Westgate-on-Sea Clock House Beckenham 4 Junction Cuxton Petts Wood Selling Margate Elmers End Eynsford (Kent (Kent Broadstairs Eden Park Orpington Shoreham ) Kent ) Dumpton Park West Wickham Canterbury West Otford Halling Ramsgate Hayes (Kent) Chels eld

Kemsing Knockholt 5 Snodland Sturry Borough Green & Wrotham Minster Bat & Ball Sandwich Dunton Green West Malling 6 (for Kings Hill) Canterbury East New Hythe Things Bekesbourne Deal Adisham East Malling Chartham Aylesford Walmer Barming to do this Sevenoaks Martin Mill Maidstone Barracks Shepherds Well Maidstone East Maidstone West Chilham Kearsney summer Bearsted East Farleigh Dover Priory Hollingbourne Hildenborough Wateringbury There is something Folkestone Central Harrietsham Yalding for everyone Lenham Wye Folkestone West Paddock Beltring Charing Tonbridge Wood in our region Lullingstone #SEhiddengems Roman Marden Staplehurst Headcorn Pluckley Ashford Westenhanger Sandling Grab your Villa with its High Brooms International spectacular Tunbridge Wells Ham Street bucket mosaics Frant Maidstone Appledore and spade Wadhurst Museum, Our seasonal which Stonegate Rye destination guide includes Etchingham Ore Robertsbridge Hastings a roaring CrowhurstWest St Leonards dinosaur Battle St Leonards Warrior Square

Battle – celebrating 950 years since the Battle of Hastings

18 On Board

14/03/2016 15:45

SE_2016_spring_allpages 1 From August 2016 – Charing Cross services begin stopping at London Bridge, Cannon Street services will not stop at London Bridge until January 2018

Docklands Light Rail Interchange Southeastern Other operator routes routes 1 2 3 4 5 6 Ferry Link St Pancras From August 2016 – Charing Cross services begin stopping at London Bridge, International Cannon Street services will not stop at London Bridge until January 2018 Underground Stratford Southeastern limited Other operator service routes limited service routes Interchange Farringdon International Docklands Light Rail Interchange 1 City Thameslink Southeastern Other operator Tramlink Interchange Cannon Street routes routes Southeastern Ferry Link high speed route (HS1) St Pancras 1 2 3 Blackfriars 4 5 6 London Travelcard Eurostar Interchange International Waterloo Greenwich Westcombe Zones 1-6 London Bridge (Zone 2 & 3) Charlton Woolwich Arsenal Abbey Wood Erith Underground Stratford East Park Southeastern limited Other operator Charing service routes limited service routes Interchange Farringdon CrossInternational Southeastern Fastrack Interchange high speed service routes Loughborough Elephant Deptford Maze Hill Woolwich Plumstead Belvedere Slade Dockyard Green Tramlink Interchange 1 City Thameslink & Castle New Cross Oyster pay as you go area PLUSBUS through Cannon Street Victoria (Zone 1 & 2) Southeastern ticketing available Junction high speed route (HS1) Blackfriars St Johns London Travelcard Eurostar InterchangeSoutheastern Waterloo Greenwich Westcombe Zones 1-6 high speed limited Step free access East London Bridge (Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood Kidbrooke Erith Falconwood Bexleyheath service routes Charing Cross Southeastern Fastrack Interchange DenmarkPeckham HillNunhead Rye high speed service routes Pay as you go can be used between St Pancras and Stratford International. Loughborough Elephant Deptford Maze Hill Woolwich Lewisham PlumsteadBlackheath Belvedere ElthamSlade Welling Barnehurst 2 Dockyard (Zone 2 & 3) Green Speci c fares apply on this route. Capping does not apply. & Castle New Cross Brixton Oyster pay as you go area PLUSBUS through (Zone 1 & 2) Hither Green ticketing available Victoria Junction You can use pay as you go between London, Dartford and Swanley. St Johns Mottingham Sidcup Albany SoutheasternPark Bexley Crayford Herne Hill Speci c fares apply. Crofton Park high speed limited Step free access (Zone 2 & 3) Kidbrooke Falconwood Bexleyheath service routes For information about Oyster and Pay as you go fares visit: t.gov.uk/fares 03/16 Lee New Eltham Pay as you go can be used between St PancrasDartford and Stratford International. DenmarkPeckham HillNunhead Rye Lewisham Blackheath Eltham Ladywell Welling Barnehurst 2 (Zone 2 & 3) Speci c fares apply on this route. CappingStoneDickens Crossingdoes not apply. Brixton Grove Park Hither GreenWest Dulwich Festival on 3 You can use pay as you goGreenhithe between London, (for Bluewater Dartford) and Swanley.Ebbseet Mottingham Sidcup Albany Park Bexley Crayford International Herne Hill Crofton Park Catford Speci c fares apply. 3-5 June (Zone 2 & 3) Catford Bridge Swanscombe For information about Oyster and Pay as you go fares visit: t.gov.uk/fares 03/16 SydenhamLee Hill New Eltham Northeet Dartford Sheerness-on-Sea Ladywell Gravesend Lower Elmstead Woods Bellingham Stone Crossing Queenborough West Dulwich Grove Park Sydenham Higham Joss Bay – pack the Ebbseet 3 Beckenham Hill Greenhithe (for Bluewater) Swale Park Chislehurst International Strood bucket and spade Catford Sundridge Kemsley Catford Bridge New Ravensbourne Swanscombe Penge East Beckenham Bromley Sydenham Hill North StNortheet Mary Cray Swanley Farningham Road Meopham Sittingbourne Kent House Sheerness-on-Sea TeynhamFaversham WhitstableChest eldHerne & Swalecliffe Bay ag e, Funk Doo b y / Flickr CC , Jim L in w oo d Ma i stone M useum, rc S ethi, Visit g reen ich Gravesend Elmstead Woods Birchington-on-Sea Lower Bellingham Queenborough Sydenham Higham Long eld Sole Street Shortlands Bromley SouthBickley Swale RochesterChathamGillinghamRainham Newington Westgate-on-Sea Beckenham Hill Clock House Beckenham 4 Park Chislehurst Junction Strood Cuxton Kemsley Margate New Sundridge Petts Wood Selling Ravensbourne Elmers End Eynsford Penge East Beckenham Bromley (Kent (Kent Broadstairs North St Mary Cray Swanley Farningham Road Meopham Sittingbourne Kent House Eden Park Orpington Shoreham TeynhamFaversham WhitstableChest eldHerne & Swalecliffe Bay ) ) Dumpton Park Kent Birchington-on-Sea West Wickham Long eld Sole Street Canterbury West Halling Ramsgate Shortlands Bromley SouthBickley RochesterChathamGillinghamOtfordRainham Newington Westgate-on-Sea Clock House Beckenham 4 Junction Hayes (Kent) Chels eldCuxton Petts Wood Selling Margate Elmers End Eynsford (Kent (KentKemsing Broadstairs Eden Park Orpington Shoreham Knockholt ) 5 Kent ) Snodland Dumpton Park Borough Green & Wrotham Sturry West Wickham Canterbury West Minster Otford Halling Ramsgate Bat & Ball West Malling Sandwich Hayes (Kent) Chels eld Dunton Green 6 (for Kings Hill) Canterbury East New Hythe Kemsing Bekesbourne Deal Knockholt Adisham 5 Snodland East Malling Chartham

Borough Green & Wrotham Sturry Anup S h a / Flickr CC , Ca B L e27/ E n g lish H erit Aylesford Minster Sandwich Walmer Bat & Ball West Malling Barming Dunton Green ( ) Aylesham 6 for Kings Hill Sevenoaks Canterbury East New Hythe Snowdown Bekesbourne Deal Martin Mill Maidstone Barracks Shepherds Well Maidstone East Adisham East Malling Maidstone West Chartham Chilham Kearsney Aylesford Bearsted East Farleigh Walmer Dover Priory Barming HollingbourneAylesham Sevenoaks Hildenborough Wateringbury Snowdown Folkestone Central Harrietsham Martin Mill Maidstone Barracks Shepherds Well Maidstone East Yalding Lenham Wye Maidstone West Chilham Kearsney Folkestone West Bearsted Paddock Beltring Charing East Farleigh Tonbridge Wood Dover Priory Hollingbourne Hildenborough Wateringbury Marden Staplehurst Headcorn FolkestonePluckley Central Ashford Westenhanger Sandling Harrietsham High Brooms International Yalding Lenham Tunbridge Wells Wye Folkestone West Paddock Beltring Charing Ham Street Tonbridge Wood Frant Appledore Wadhurst Marden Staplehurst Headcorn Pluckley Ashford Westenhanger Sandling High Brooms InternationalStonegate Rye Etchingham Tunbridge Wells Ore Ham Street Robertsbridge HowlettsHastings Wild Animal Frant CrowhurstWest St Leonards Appledore Battle ParkSt Leonardsbrings Warrior out Square the Wadhurst tiger in you Stonegate Rye

Etchingham Ore Robertsbridge Hastings CrowhurstWest St Leonards Dreamland Battle St Leonards Warrior Square Margate – fun for all the family

Hastings Pier – the new one should open Spring/Summer 2016 19 in May Performance Train punctuality Our punctuality, or ‘Public Performance Measure’ (PPM) is measured by the percentage of trains we run on time against our planned timetable. ‘On time’ is defined as being trains that arrive within five minutes of their planned destination arrival time. The chart below shows how we performed in the seven periods between 20 September 2015 and 31 March 2016. It is based on 13 4-week periods per year. Our overall PPM result this year was 86.79%.

Southeastern total 20 Sep 15– 18 Oct 15– 15 Nov 15– 13 Dec 15– 10 Jan 16– 7 Feb 16– 6 Mar 16– 17 Oct 15 14 Nov 15 12 Dec 15 9 Jan 16 6 Feb 16 5 Mar 16 31 Mar 16

Period PPM 89.18% 82.25% 80.89% 81.21% 83.12% 84.92% 89.10% PPM MAA (Moving Annual Average) 88.74% 88.72% 88.55% 88.16% 87.54% 87.10% 86.79%

Line of Route Period 20 Sep 15– 18 Oct 15– 15 Nov 15– 13 Dec 15– 10 Jan 16– 7 Feb 16– 6 Mar 16– 17 Oct 15 14 Nov 15 12 Dec 15 9 Jan 16 6 Feb 16 5 Mar 16 31 Mar 16 London-Hastings via Tunbridge Wells 88.51% 81.56% 79.88% 74.48% 76.46% 81.77% 85.86% London-Ramsgate/Dover via Faversham 88.45% 77.22% 76.33% 80.22% 83.27% 83.63% 87.36% London-Ramsgate/Dover via Ashford 86.02% 77.61% 75.39% 74.09% 82.76% 83.29% 86.39% London-Ashford via Maidstone East 89.77% 76.93% 76.28% 80.44% 83.64% 83.06% 90.54% Sittingbourne-Sheerness 96.96% 92.14% 94.69% 95.19% 95.35% 93.98% 94.30% Strood-Tonbridge via Maidstone West 90.72% 84.06% 84.89% 87.75% 90.91% 91.14% 93.57% Mainline total 89.45% 80.71% 79.99% 80.42% 83.78% 84.91% 88.44% High speed services to St Pancras International total 86.90% 80.85% 84.07% 75.91% 86.70% 84.68% 88.58% London-Dartford via Bexleyheath 88.62% 80.70% 79.20% 81.31% 77.86% 81.73% 89.03% London-Orpington via Bromley South 87.03% 74.79% 74.60% 74.02% 81.72% 84.12% 86.70% London-Hayes 89.90% 85.95% 83.59% 84.02% 84.70% 86.26% 90.45% London-Orpington/Sevenoaks via Grove Park 93.24% 89.75% 85.60% 87.61% 87.56% 89.04% 92.87% London-Dartford via Sidcup 87.88% 81.99% 78.81% 82.99% 80.40% 83.70% 87.12% London-Dartford/Gillingham Via Charlton & Lewisham 89.67% 85.04% 83.87% 86.57% 84.64% 86.50% 93.41% London-Dartford via Woolwich Arsenal 86.57% 82.53% 80.34% 79.79% 79.12% 83.55% 85.88% Metro total 89.34% 83.32% 80.97% 82.55% 82.13% 84.97% 89.60%

Line of Route Moving Annual Average 20 Sep 15– 18 Oct 15– 15 Nov 15– 13 Dec 15– 10 Jan 16– 7 Feb 16– 6 Mar 16– 17 Oct 15 14 Nov 15 12 Dec 15 9 Jan 16 6 Feb 16 5 Mar 16 31 Mar 16 London-Hastings via Tunbridge Wells 87.73% 87.88% 88.07% 87.44% 86.46% 85.84% 85.22% London-Ramsgate/Dover via Faversham 88.90% 88.57% 87.98% 87.42% 86.85% 86.38% 86.08% London-Ramsgate/Dover via Ashford 85.60% 85.75% 86.13% 85.87% 85.54% 84.98% 84.61% London-Ashford via Maidstone East 88.94% 88.73% 88.48% 88.32% 87.80% 87.20% 86.94% Sittingbourne-Sheerness 95.96% 95.77% 95.77% 95.87% 95.99% 95.97% 95.75% Strood-Tonbridge via Maidstone West 93.06% 92.50% 92.03% 91.57% 91.44% 91.25% 91.18% Mainline total 89.21% 89.11% 89.02% 88.65% 88.16% 87.70% 87.34% High speed services to St Pancras International total 89.71% 88.84% 88.31% 87.00% 86.66% 86.17% 85.95% London-Dartford via Bexleyheath 86.76% 86.89% 86.68% 86.34% 85.28% 84.79% 84.50% London-Orpington via Bromley South 89.84% 88.91% 87.93% 86.82% 86.07% 85.53% 84.99% London-Hayes 87.14% 87.76% 88.01% 87.97% 87.31% 86.88% 86.64% London-Orpington/Sevenoaks via Grove Park 92.02% 92.32% 92.20% 92.08% 91.60% 91.22% 91.02% London-Dartford via Sidcup 85.80% 86.28% 86.41% 86.41% 85.67% 85.30% 84.98% London-Dartford/Gillingham via Charlton & Lewisham 87.84% 88.38% 88.67% 88.61% 88.07% 87.72% 87.88% London-Dartford via Woolwich Arsenal 86.89% 86.92% 86.58% 86.12% 85.15% 84.81% 84.27% Metro total 88.33% 88.48% 88.31% 88.05% 87.30% 86.88% 86.59%

20 On Board Performance Ticket office opening hours Overall actual ticket office opening against planned hours for the last six months was 94%. This table shows the percentage opening hours against planned hours at each station. It also shows the number of times any ticket office was closed for more than 4 hours due to an unplanned reason. This is typically due to short notice sickness and absence. There were 741 occasions where our ticket offices were closed due to unplanned reasons over the last 6 months. This represents 1.40% of whole days when these ticket offices were not available. Southeastern total 20 Sep 15– 18 Oct 15– 15 Nov 15– 13 Dec 15– 10 Jan 16– 7 Feb 16– 6 Mar 16– 17 Oct 15 14 Nov 15 12 Dec 15 9 Jan 16 6 Feb 16 5 Mar 16 31 Mar 16 Opening Hours Actual Opening Period PPM 89.18% 82.25% 80.89% 81.21% 83.12% 84.92% 89.10% PPM MAA (Moving Annual Average) 88.74% 88.72% 88.55% 88.16% 87.54% 87.10% 86.79% 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 Line of Route Period 20 Sep 15– 18 Oct 15– 15 Nov 15– 13 Dec 15– 10 Jan 16– 7 Feb 16– 6 Mar 16– 17 Oct 15 14 Nov 15 12 Dec 15 9 Jan 16 6 Feb 16 5 Mar 16 31 Mar 16 London-Hastings via Tunbridge Wells 88.51% 81.56% 79.88% 74.48% 76.46% 81.77% 85.86% Abbey Wood 06:10 20:05 06:10 20:05 07:30 19:30 95.71% 9 London-Ramsgate/Dover via Faversham 88.45% 77.22% 76.33% 80.22% 83.27% 83.63% 87.36% Albany Park 06:10 19:30 08:10 14:50 08:10 13:30 94.47% 10 London-Ramsgate/Dover via Ashford 86.02% 77.61% 75.39% 74.09% 82.76% 83.29% 86.39% Ashford Kent 05:30 21:30 05:30 21:30 06:00 21:30 99.80% 0 London-Ashford via Maidstone East 89.77% 76.93% 76.28% 80.44% 83.64% 83.06% 90.54% Aylesham 06:30 13:10 06:30 13:10 Closed Closed 86.42% 13 Sittingbourne-Sheerness 96.96% 92.14% 94.69% 95.19% 95.35% 93.98% 94.30% Barming 05:50 09:15 Closed Closed Closed Closed 88.27% 2 Strood-Tonbridge via Maidstone West 90.72% 84.06% 84.89% 87.75% 90.91% 91.14% 93.57% Barnehurst 06:10 19:30 08:10 14:50 08:10 15:40 98.98% 0 Mainline total 89.45% 80.71% 79.99% 80.42% 83.78% 84.91% 88.44% Battle 05:40 19:00 05:40 19:00 09:10 16:30 87.02% 26 High speed services to St Pancras Bearsted 06:10 19:30 05:40 13:50 07:40 15:10 95.52% 8 International total 86.90% 80.85% 84.07% 75.91% 86.70% 84.68% 88.58% Beckenham Junction 06:40 19:40 06:10 19:40 08:10 17:40 98.51% 1 London-Dartford via Bexleyheath 88.62% 80.70% 79.20% 81.31% 77.86% 81.73% 89.03% Belvedere 06:10 18:40 07:40 14:20 Closed Closed 68.69% 20 London-Orpington via Bromley South 87.03% 74.79% 74.60% 74.02% 81.72% 84.12% 86.70% Bexley 06:10 19:30 06:10 19:30 08:10 15:40 88.46% 25 London-Hayes 89.90% 85.95% 83.59% 84.02% 84.70% 86.26% 90.45% Bexleyheath 06:10 20:00 06:30 20:00 08:10 16:40 97.57% 2 London-Orpington/Sevenoaks Bickley 06:10 19:45 07:10 13:50 08:15 13:45 92.99% 7 via Grove Park 93.24% 89.75% 85.60% 87.61% 87.56% 89.04% 92.87% Birchington On Sea 05:45 12:25 06:45 13:25 Closed Closed 96.12% 5 London-Dartford via Sidcup 87.88% 81.99% 78.81% 82.99% 80.40% 83.70% 87.12% Blackheath 06:10 20:00 06:40 20:00 08:10 19:40 98.58% 5 London-Dartford/Gillingham Borough Green & Wrotham 06:10 17:55 07:10 13:50 08:10 15:40 88.31% 18 Via Charlton & Lewisham 89.67% 85.04% 83.87% 86.57% 84.64% 86.50% 93.41% Brixton 06:40 20:00 08:10 14:50 Closed Closed 85.79% 13 London-Dartford Broadstairs 06:15 19:30 06:15 19:30 08:10 15:40 89.11% 23 via Woolwich Arsenal 86.57% 82.53% 80.34% 79.79% 79.12% 83.55% 85.88% Bromley North 06:15 19:00 07:20 14:00 Closed Closed 88.49% 9 Metro total 89.34% 83.32% 80.97% 82.55% 82.13% 84.97% 89.60% Bromley South 06:00 21:30 06:00 21:30 06:40 21:30 99.46% 0 Canterbury East 06:10 20:20 06:10 20:20 07:30 19:00 96.11% 2 Line of Route Moving Annual Average 20 Sep 15– 18 Oct 15– 15 Nov 15– 13 Dec 15– 10 Jan 16– 7 Feb 16– 6 Mar 16– Canterbury West 06:15 19:30 06:15 19:30 08:30 17:00 99.99% 0 17 Oct 15 14 Nov 15 12 Dec 15 9 Jan 16 6 Feb 16 5 Mar 16 31 Mar 16 Catford Bridge 06:10 19:30 06:10 19:30 08:40 16:40 94.98% 8 London-Hastings via Tunbridge Wells 87.73% 87.88% 88.07% 87.44% 86.46% 85.84% 85.22% Charing 07:15 11:40 Closed Closed Closed Closed 95.36% 4 London-Ramsgate/Dover via Faversham 88.90% 88.57% 87.98% 87.42% 86.85% 86.38% 86.08% Charlton 06:10 19:30 06:10 19:30 08:30 16:00 96.48% 4 London-Ramsgate/Dover via Ashford 85.60% 85.75% 86.13% 85.87% 85.54% 84.98% 84.61% Chatham 05:45 20:00 06:15 20:00 07:00 19:00 99.88% 0 London-Ashford via Maidstone East 88.94% 88.73% 88.48% 88.32% 87.80% 87.20% 86.94% Chelsfield 06:10 19:30 08:15 15:00 08:15 13:00 93.83% 4 Sittingbourne-Sheerness 95.96% 95.77% 95.77% 95.87% 95.99% 95.97% 95.75% Chestfield & Swalecliffe 06:45 10:15 Closed Closed Closed Closed 56.53% 0 Strood-Tonbridge via Maidstone West 93.06% 92.50% 92.03% 91.57% 91.44% 91.25% 91.18% Chislehurst 06:10 19:30 07:00 19:15 08:15 15:40 97.77% 3 Mainline total 89.21% 89.11% 89.02% 88.65% 88.16% 87.70% 87.34% Clock House 06:10 19:30 07:20 13:50 Closed Closed 95.73% 4 High speed services to Crayford 06:10 19:30 06:40 20:00 08:10 15:40 92.77% 12 St Pancras International total 89.71% 88.84% 88.31% 87.00% 86.66% 86.17% 85.95% Crowhurst 06:00 10:00 Closed Closed Closed Closed 83.13% 5 London-Dartford via Bexleyheath 86.76% 86.89% 86.68% 86.34% 85.28% 84.79% 84.50% Dartford 06:10 20:40 06:10 19:40 07:10 20:40 99.19% 2 London-Orpington via Bromley South 89.84% 88.91% 87.93% 86.82% 86.07% 85.53% 84.99% Deal 05:45 19:10 05:45 19:10 07:30 16:00 84.72% 36 London-Hayes 87.14% 87.76% 88.01% 87.97% 87.31% 86.88% 86.64% Deptford 06:40 17:25 Closed Closed Closed Closed 90.02% 12 London-Orpington/Sevenoaks Dover Priory 05:30 21:30 05:30 21:30 06:15 21:30 100.00% 0 via Grove Park 92.02% 92.32% 92.20% 92.08% 91.60% 91.22% 91.02% Ebbsfleet International(Opened 13 Dec 2009) 05:50 22:00 09:50 17:15 09:20 17:30 99.77% 1 London-Dartford via Sidcup 85.80% 86.28% 86.41% 86.41% 85.67% 85.30% 84.98% Eden Park 06:10 12:50 07:20 14:00 Closed Closed 99.50% 0 London-Dartford/Gillingham Elmers End 06:10 19:30 06:10 19:30 Closed Closed 97.96% 2 via Charlton & Lewisham 87.84% 88.38% 88.67% 88.61% 88.07% 87.72% 87.88% Elmstead Woods 06:10 19:30 08:15 14:50 08.15 15:40 96.91% 0 London-Dartford via Woolwich Arsenal 86.89% 86.92% 86.58% 86.12% 85.15% 84.81% 84.27% Eltham 06:10 20:00 06:10 20:00 08.10 15:40 98.25% 1 Metro total 88.33% 88.48% 88.31% 88.05% 87.30% 86.88% 86.59% Erith 06:05 19:25 06:10 19:25 Closed Closed 91.95% 9

Please be aware a previous version and the print version of this document contain data presented incorrectly. The data in this version is now correctly presented. Spring/Summer 2016 21 Performance

Opening Hours Actual Opening

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

Etchingham 06:10 12:55 07:20 14:00 Closed Closed 98.51% 1 Eynsford 06:10 12:50 Closed Closed Closed Closed 95.84% 2 Falconwood 06:10 19:30 08:10 14:50 08:10 15:40 94.08% 11 Farningham Road 06:10 10:30 Closed Closed Closed Closed 92.18% 3 Faversham 06:15 19:30 06:15 19:30 08:00 19:00 99.30% 1 Folkestone Central 06:00 19:00 06:00 19:00 08:10 17:40 97.07% 5 Folkestone West 06:25 13:05 07:35 14:15 Closed Closed 99.56% 0 Frant 06:25 09:45 Closed Closed Closed Closed 94.24% 6 Gillingham Kent 06:10 20:00 06:10 20:00 07:00 19:00 99.36% 1 Gravesend Upside Main Ticket Office 05:45 20:00 05:45 20:00 06:45 20:00 98.54% 2 Greenhithe 06:10 19:30 07:40 19:40 09:10 16:40 97.00% 5 Greenwich 06:10 20:00 06:10 20:00 08:40 18:40 98.27% 2 Grove Park 05:15 20:15 07:00 20:15 08:10 18:40 98.08% 2 Harrietsham 06:10 10:25 Closed Closed Closed Closed 90.88% 3 Hastings 05:50 20:30 05:50 20:30 05:50 20:30 97.63% 5 Hayes Kent 06:10 19:30 07:20 14:00 Closed Closed 99.11% 0 Headcorn 06:00 19:20 07:10 13:50 08:10 16:30 96.86% 3 Herne Bay 06:10 19:00 06:10 19:00 09:10 16:00 96.35% 8 Herne Hill 06:10 19:40 06:10 19:40 08:10 17:40 98.65% 2 High Brooms 06:20 19:00 07:10 13:50 Closed Closed 96.62% 4 Higham 06:10 12:50 Closed Closed Closed Closed 94.43% 4 Hildenborough 06:10 12:50 07:10 13:50 Closed Closed 96.92% 3 Hither Green 06:10 20:00 06:10 19:30 08:10 19:40 92.99% 11 Kearsney 06:40 10:20 Closed Closed Closed Closed 76.90% 0 Kent House 06:10 19:30 07:10 13:50 Closed Closed 95.82% 2 Kidbrooke 06:10 19:30 06:40 19:30 09:00 14:40 94.52% 9 Knockholt 06:15 09:40 Closed Closed Closed Closed 100.00% 0 Ladywell 06:10 19:30 07:20 14:00 Closed Closed 99.42% 0 Lee 06:10 19:30 07:40 14:20 08:10 15:40 85.54% 20 Lenham 06:20 13:00 06:00 13:00 Closed Closed 99.31% 3 Lewisham 06:10 20:50 06:10 20:20 07:10 20:50 99.49% 0 London Bridge 04:50 0 1:20 05:05 01:20 06:45 01:20 99.79% 1 London Cannon Street 07:15 19:40 Closed Closed Closed Closed 96.88% 1 London Charing Cross 04:30 01:05 04:30 01:05 06:45 01:05 95.17% 1 Longfield 06:15 19:30 07:15 13:30 08:15 13:00 91.53% 10 Lower Sydenham 06:20 13:00 07:20 14:00 Closed Closed 99.58% 0 Maidstone East 06:00 20:00 06:00 20:00 07:45 20:00 98.53% 4 Maidstone West 06:15 12:50 06:10 12:50 Closed Closed 98.23% 2 Marden 06:15 13:00 07:00 13:00 Closed Closed 93.84% 8 Margate 06:15 19:30 06:15 19:30 09:10 16:40 98.58% 1 Martin Mill 06:10 10:30 Closed Closed Closed Closed 95.72% 3 Maze Hill 06:10 19:30 06:10 19:30 Closed Closed 94.39% 7 Meopham 06:15 12:45 08:00 13:15 Closed Closed 96.41% 2 Mottingham 06:10 19:30 06:40 20:00 08:10 15:40 95.18% 10 New Beckenham 06:20 13:00 07:20 14:00 Closed Closed 98.33% 1 New Cross 06:10 20:00 06:10 20:00 08:10 20:00 98.71% 3 New Eltham 06:10 20:00 06:40 20:00 08:10 15:40 94.29% 3 Newington 06:10 10:00 Closed Closed Closed Closed 96.34% 0 Northfleet 06:10 10:10 Closed Closed Closed Closed 97.44% 2 Orpington Upside Main Ticket Office 06:05 21:00 06:05 21:00 06:45 21:00 99.75% 0 Otford 06:15 19:30 06:15 19:30 08:10 15:40 97.11% 1

22 On Board Performance

Opening Hours Actual Opening

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

Paddock Wood 06:00 19:00 08:00 14:30 08:00 14:30 99.27% 0 Penge East 06:10 19:30 06:40 19:30 08:10 15:40 92.62% 10 Petts Wood 05:45 20:00 07:00 20:00 07:45 19:45 99.38% 0 Pluckley 06:10 10:40 Closed Closed Closed Closed 77.54% 7 Plumstead 06:10 19:30 06:10 19:30 08:10 15:40 83.33% 28 Queenborough 07:00 11:00 08:00 12:00 Closed Closed 82.70% 10 Rainham Kent 06:00 19:30 07:00 19:00 08:00 19:00 98.34% 3 Ramsgate 06:15 20:00 06:15 20:00 06:15 16:30 99.68% 0 Robertsbridge 06:10 12:50 07:10 13:45 Closed Closed 95.24% 4 Rochester 06:10 19:30 06:45 13:25 Closed Closed 98.69% 2 Sandling 06:20 13:00 Closed Closed Closed Closed 93.29% 6 Sandwich 06:30 11:00 06:30 11:00 Closed Closed 97.92% 3 Sevenoaks 06:15 21:00 06:15 21:00 07:15 21:15 99.59% 0 Sheerness On Sea 06:30 13:10 06:30 13:15 07:45 15:45 98.56% 1 Shepherds Well 06:30 11:00 Closed Closed Closed Closed 80.49% 11 Shortlands 06:10 19:30 06:00 19:30 08:10 15:40 95.83% 1 Sidcup 06:10 19:50 06:10 19:50 08:10 19:40 97.64% 4 Sittingbourne 06:00 19:30 07:00 19:00 07:00 19:00 98.80% 2 Slade Green 06:10 12:50 07:10 13:50 Closed Closed 94.85% 8 Sole Street 06:30 10:30 Closed Closed Closed Closed 91.01% 5 St Johns 07:10 13:50 Closed Closed Closed Closed 97.17% 1 St Leonards Warrior Square 06:00 19:20 08:10 14:50 Closed Closed 91.62% 13 St Mary Cray 06:10 19:30 06:10 19:30 08:15 16:40 96.22% 4 Staplehurst 06:00 19:00 08:00 14:40 08:10 16:30 98.41% 2 Stone Crossing 06:45 10:10 Closed Closed Closed Closed 92.15% 4 Stonegate 06:00 12:00 Closed Closed Closed Closed 83.59% 10 Stratford International (Opened 13 Dec 2009) 08:30 18:00 09:00 13:00 Closed Closed 100.00% 0 Strood 06:00 19:00 07:45 14:00 08:15 15:30 95.89% 7 Sturry 06:30 10:00 Closed Closed Closed Closed 93.75% 0 Sundridge Park 06:45 13:20 Closed Closed Closed Closed 99.70% 0 Swanley 06:00 18:30 07:00 19:00 08:00 14:30 99.74% 0 Swanscombe 06:10 12:50 08:40 15:20 Closed Closed 80.54% 12 Sydenham Hill 06:40 20:00 09:00 15:50 Closed Closed 94.97% 9 Teynham 06:30 09:30 Closed Closed Closed Closed 95.60% 1 Tonbridge 05:40 21:40 05:40 21:10 06:30 21:30 99.79% 1 Tunbridge Wells 05:55 21:40 05:40 20:40 06:40 21:55 99.71% 0 Wadhurst 06:20 18:30 07:10 13:50 Closed Closed 85.18% 16 Walmer 06:30 11:00 06:30 11:00 Closed Closed 93.45% 7 Welling 06:10 19:30 06:10 19:30 08:10 16:40 99.73% 0 West Dulwich 06:40 19:30 07:20 14:00 08:10 15:40 97.47% 0 West Malling 06:00 19:00 07:30 14:10 08:15 15:30 94.54% 8 West St Leonards 05:45 12:25 06:00 12:40 Closed Closed 99.01% 1 West Wickham 06:10 19:30 07:20 14:00 Closed Closed 96.86% 4 Westcombe Park 06:10 19:30 08:10 14:50 Closed Closed 81.70% 22 Westgate On Sea 06:00 11:00 Closed Closed Closed Closed 88.28% 4 Whitstable 06:10 19:00 06:10 19:00 09:10 16:00 98.45% 4 Woolwich Arsenal 05:40 20:05 06:10 20:05 06:40 21:10 99.53% 0 Woolwich Dockyard 06:40 13:20 Closed Closed Closed Closed 96.76% 3 Wye 06:00 12:40 07:00 13:40 Closed Closed 67.01% 20

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