Sea Change Dover to Folkestone Line Opens Three Months Early Plus What’S on This Autumn High-Speed Romance Performance Statistics: How Did Your Service Perform?

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OnFor your Southeastern journeyBoardAutumn/Winter 2016 Sea change Dover to Folkestone line opens three months early Plus What’s on this autumn High-speed romance Performance statistics: how did your service perform?

Rio’s rescue prompts a great friendship, read more on page 14 More friendly faces We’ve employed 300 new people across our network to help you on your way. They’re here just for you; from ticket advice, to journey information, or to simply point you to the nearest coffee shop.

It’s all part of our £70m improvement plan

southeasternrailway.co.uk/ improvements

8880-SE Internal Newsletter Adverts [260x200mm].indd 1 16/09/2016 16:50 On Board. October 2016 – March 2017 Hello, This year has not been without its difficulties across our network – what with the Dover sea wall collapse and the Thameslink Programme in full swing at London Bridge – this coupled with bad storms and other issues is a sharp reminder that things do happen that are beyond our control. Saying that, we are so pleased to report that thanks to round-the-clock Contents efforts from our partner Network Rail, Back on track Dover has reopened well ahead of the at Dover projected schedule of December. And that’s not all. We’ve also been busy making improvements and introducing initiatives across our network, so have a look at what we’ve been up to as well as updates on ongoing works and projects. Southeastern isn’t just about infrastructure and timetables – it’s about people too. We have some really lovely stories to share from stations up and down our network, from married train drivers Andrew and Alaina Laker who blow kisses to each other when they drive past at high speed, to the beautiful gardens at Charlton and Elmstead Woods stations. We also have some suggestions of things to do and see throughout the autumn and winter – all via Southeastern – so why not jump on board and enjoy a great day out in one of the fabulous spots the region has to offer. Finally, if it’s figures you‘re interested in as well as details of train punctuality on each of our lines you’ll find these on page 19 onwards. You can also find 4 Dover reopening 12 Winter wonders our station opening times, should you The Dover to Folkestone line reopens Loads to do and see across the network need them. after months of disrupted travel this winter Editor 6 Autumn activities 14 Rio’s rescue Some of the exciting things that you can How we came to the aid of a guide dog do across the region this Autumn 15 Poppy Train 8 Major improvements We support the Royal British Legion for Disclaimer The opinions expressed in this guide are not How we’re tackling the Transport Focus’ the third year running necessarily those of Southeastern. Editorial National Rail Passenger Survey results 16 Community Spirit about Southeastern products and services head-on Some stories from our community across may not include all of the applicable terms and conditions. Visit southeasternrailway. 10 Autumn update the network co.uk call 0345 322 7021 or write to A recap on the Thameslink Programme, 20 Performance Southeastern Customer Relations, P O Box timetable changes and more Out latest statistics are revealed 10422, Unit 16, Coalfield Way, Ashby-de-la- Zouch LE65 9EL. Registered in England 11 Britain’s fastest couple (CN 4860660) it’s part of Govia, a joint-venture Meet Andrew and Alaina Laker between Go-Ahead Group plc and Keolis UK ltd. Produced by beetroot. beetroot.co.uk 0207 749 0180

Autumn/Winter 2016 33 Dover – Folkestone help

Train of thought What’s the these can be seen by How did you get into thousands of people. There was recently a story about this job? a driver who, because I have worked on the Deal at Dover? information side of the of glare from the sun, railway for 22 years, Compensation arrangements for those most couldn’t see whether starting in the telephone affected by the sea wall collapse it was safe to move enquiry bureau back in the train out of the Dover – Folkestone update 5 1995, advising people how station so got out and conic Dover has been the site of many minutes to make their journeys manually checked disrupted travel arrangements over the last What we’re doing with… his train. This caused a in pre-internet days. By couple of months after the sea wall further To help passengers at Dover Priory, Martin Mill, two-minute delay but is an nature I am an inquisitive deteriorated since the initial damage on Walmer, Deal and Sandwich, there are: essential safety check that person, I like to know what Christmas Eve. We worked in super-quick n Two new peak high speed stopping services if not followed could result is going on and know our time during the Christmas period to ensure that I between Dover Priory and St Pancras John Till, passengers do too. I’m really in a serious accident. My people were able to reach their destination, International. team explained this to a into technology and enjoy however we know the closure to the line has Passenger n Another peak high speed service from passenger and it turned into keeping up-to-date with the severely affected those travelling from stations on Folkestone to St Pancras International. See Information a global news story. It is all various ways we can now that line. Many of those who travel from Sandwich, southeastern.co.uk/dover for more details. about trying to get the right communicate and inform Deal, Martin Mill, Walmer or Dover Priory have Manager Good news for all our n A bus replacement service between Dover information out there without our passengers. They now been compensated (see right) and we continue and Folkestone West via Folkestone Central. it being misunderstood have an expectation for to promote our arrangements online and in the This will remain in place until further notice. or misconstrued and information to be delivered media. n A bus replacement service during peak times sometimes this can be a real to them in different ways and Since the initial damage occurred the wall has from Martin Mill, Walmer, Deal and Sandwich challenge – especially when we have to make sure we deteriorated further with damage to a number of to Folkestone Central and Folkestone West. working to 140 characters! do all we can to meet those sections and several sinkholes along its length. passengers – the Dover to n A train service running throughout the day That said, Twitter isn’t expectations. As a result the most damaged part of the railway from Dover Priory to Ramsgate stopping at the all bad news. We receive will need to be completely replaced with a new five most affected stations. lots of positive stories from Who do you follow on viaduct before trains can run again. n Folkestone West car park is free to all passengers who have been Twitter? The project to rebuild the line has already passengers with tickets from the five most reunited with their lost I’m a bit of a politics junkie begun and Network Rail engineers say they are affected stations. property or who say our so I follow a lot of politicians, targeting December to reopen the railway to Tell us about your job. Folkestone line has reopened We do advise you to check your journey before station teams have helped both in the UK and abroad – I am responsible for the trains. Preliminary construction on the 235m-long you travel. especially with the upcoming real-time delivery of all them to complete their viaduct started in March. elections in the US. I also our passenger-facing journeys with ease. Alasdair Coates, Network Rail’s Route Managing And if you can’t get to your destination, we follow a few comedians. Director, said he appreciated it was a frustrating information, which includes will compensate you.* We will: How do you deal with It’s good to break up the time for passengers and thanked them for their the display boards and n Refund the difference in cost between any problems? seriousness and Twitter is understanding. “We aim to be able to get trains announcements at stations, Mainline and high speed fares for any The number one rule in a great place to do it, the n Monday 5 September, running again this December and if it is possible information about service National Rail tickets (excluding Travelcards) our team is to remain character limitations make to open the line before then, then we will,” he said. changes on our website valid from the mentioned stations and professional and try it more of a challenge and “As with all projects of this scale, and this kind of and our Twitter feed. purchased from 24 December. not to take any of the therefore more entertaining exposed location, we will face challenges with the n Give all season ticket holders from the five negative tweets we receive to read. weather and the ground we are working on, but What about your team? Network Rail reopened affected stations a 20 per cent refund on their personally. We get their There are 26 of us and I am confident this is the right plan and one that What are the difficulties Mainline fare. This will be backdated for the team is operational frustration and we do all we will give us a strong railway, years into the future.” of sharing real time January and continue until further notice. 24 hours a day, 364 days can to help it, but sometimes As the work progresses, we are, of course, doing n information? Compensation claim forms are available a year – with Christmas people forget we’re human all we can to help you get around. Although no Sometimes, as is the nature at Sandwich, Deal, Walmer, Martin Mill and Day our only day off. My and not a machine. We the railway line between trains can run between Folkestone Central and of Twitter, passengers hear Dover Priory stations. They can be handed run nearly 2,000 passenger Dover Priory and most off-peak services cannot team and I look after the into the station or sent back via the Freepost trains on weekdays, around about an incident before stop at Dover Priory, Martin Mill, Walmer, Deal or information we provide our address. 1,700 on Saturdays and we have a full idea of what Sandwich, we have introduced more peak high passengers. nearly 1,000 on Sundays to the situation is. People speed services. *Compensation arrangements are in place speculate if they don’t know Dover and Folkestone. After What are the challenges the 179 stations across our until further notice. what’s going on and this when dealing with social network – sometimes things can happen if you don’t media? are going to go wrong, 8 On Board respond immediately. We Twitter allows us to have and if they do we are on aim to respond quickly, but one-to-one conversations hand to answer questions nine months of closure, and and provide up-to-date sometimes to give the correct with our passengers but information. up-to-date info we have to take a little more time.

Spring/Summer 2016 Othree months in advance of the expected 9 reopening, our first train to London St Pancras left at 04:28 filled with relieved passengers. Southeastern services have been reintroduced after major damage to the sea wall forced the line to close last Christmas. What followed was a £39.8 million Network Rail project to rebuild the sea wall. In just nine months, engineers have built a new 235-metre-long concrete viaduct, supported by 134 concrete columns, which have been sunk into Shakespeare beach, replacing infrastructure dating from the 1840s. It has been designed to last more than 120 years. “Our services are critical to both passengers and businesses in this area; so I am really pleased that we’re now able to get our trains back on track more than two months ahead of schedule,” said David Statham, Managing Director at Southeastern. “We worked hard to do what we could to provide alternatives while the line was closed, but we know that it was a challenging time for our passengers.” Engineers had planned the project with the challenges associated with working near the sea in mind, including potential bad weather. Fortunately, the time wasn’t needed. “It’s fantastic that these works have been They completed three months ahead of schedule,” said Dover MP Charlie Elphicke. “Commuters have had a tough time since the sea wall collapsed last Christmas, but dedicated Network Rail and Costain workers have been think grafting around the clock to get our rail line back on track as soon as possible. “Completing the job in just nine months is a remarkable feat in British engineering.” David added: “We’re really thankful to all it’s all our passengers for bearing with us during this time. We’re confident that the repairs completed will last for years to come, and that the work done to the railway will only improve every passenger’s journey” Dover… Please check your journey before you travel as there will be ongoing engineering work at weekends throughout the year in and around Dover and across the network. it is now

4 On Board What happened at Dover? On Christmas Eve last year, cracks What we did? and sinkholes appeared on the It was an absolute priority that our sea wall, causing damage to the passengers were looked after and railway track, preventing us from still able to travel. We worked around running our trains. While the damage the clock to put in place a timetable deteriorated, a team of highly in just three days – this normally skilled engineers worked quickly to takes six months. We put in place repair the wall and prevent further replacement buses, shuttle train problems. The most damaged part of services, free parking at Folkestone the railway had to be replaced and West and a comprehensive in its place is now a 235-metre-long compensation package for season viaduct, supported by 134 concrete ticket holders including peak high columns. speed stopping services.

“Completing the job in just nine months is a remarkable feat in British engineering”

Visit southeasternrailway.co.uk for more information.

Autumn/Winter 2016 5 Out and about

As summer moves into autumn there‘s still a lot do and see in and around our towns and countryside. So why not hop on board a Southeastern train and make the most of what Kent and East Sussex have to offer. There’s something for everyone…who knows what you’ll find?

For history buffs… visit Canterbury Cathedral One of the largest and oldest Christian structures in England, a visit to Canterbury would not be complete without a trip to the Cathedral. Visited by thousands of tourists every year, it houses beautiful stained-glass windows and ancient tombs. A real treat for both lovers of history and architecture. Most poignantly, there is a blank space in the Cathedral where a single candle burns. This marks the shrine of Archbishop Thomas a Becket who was killed by What to Henry II’s knights in 1170. His tomb was destroyed by Henry VIII in 1538. Nearest station: do this Canterbury East/ Canterbury West autumn For foodies… visit Macknade Fine Foods Kent is a foodie’s heaven. The ‘Garden of England’ has vineyards, breweries and the freshest fish you’ll find anywhere. The region is famous for its oysters, its Romney Marsh lamb, its cosy pubs and beautiful Michelin- starred restaurants. One great place to sample some of the county’s treats is Macknade Fine Foods in Faversham. The food hall has a fabulous café which showcases what can be done with the ingredients found in the hall. The Kentish cheeseboard is a real winner. Beginning life as a tent in a field around 35 years ago, Macknade Fine Foods has developed over the years thanks to food-loving customers. Nearest station:

DAVID MERRETT / FLICKR CC, MUSEUM OF LONDON DAVID Faversham

6 On Board When in London… visit the Museum of London This year marks the 350th anniversary of the Great Fire of London, so visit the Museum of London and learn more about the infamous disaster in an interactive exhibition for all the family. Step into Pudding Lane and see what life was like in the 17th century and hear the rarely told stories of those affected by the fire. Nearest station: Cannon Street (then the tube to Moorgate or St Paul’s)

For something spooky… visit 1066 Battle of Hastings, Abbey and Battlefield Feeling brave this Halloween? Why not visit the abbey ruins for a frightening fun day out for all the family in Haunted Abbey? Or visit in the evening for Abbey After Dark, an unnerving evening guided tour – but be warned this one is for people over the age of 13. Battle Abbey stands within the site of the battlefield, where in 1066, William the Conqueror fought King Harold in the Battle of Hastings, and England’s Pick a peck of… future was decided. Celebrate the 950th Pumpkins anniversary of the Battle of Hastings by Fancy really getting in to the Autumn paying a visit to Battle this year. spirit? Then make your way down to Pick Haunted Abbey runs from 22 to 30 Your Own Pumpkin field in Sevington, October, from 10:00 to 16:00 every day. near Ashford and get yours, whether it Abbey After Dark will be held from 27 to be to eat or to carve scary faces, all in 29 October with tours at 19:00 and 20:45. time for Halloween. Open every weekend Nearest station: in October – check the website before Battle travelling. Did you know that the tradition of carving pumpkins, or Jack o’Lanterns, originates from an Irish folk tale about If you would like more a man named Stingy Jack. Originally, information on help getting turnips and potatoes were used instead around our network, then why not turn to page 16 to learn more of pumpkins. about our assisted travel service. Nearest station: Ashford International

Autumn/Winter 2016 7 Passenger satisfaction

e are investing in all areas of our network to make sure our passengers’ journeys with usW are the best they can be. The results of the independent National Rail Passenger Survey (NRPS) earlier this year demonstrated that we are still facing some challenges and have some work to do to improve the quality of the service we provide you. The good news is that we have already been taking Making steps to address these challenges. The collapse of the sea wall at Dover caused major issues – effectively severing the network – as did landslides at Barnehurst, which closed a main our line into London for nearly a week.

Our mark investments The National Rail Passenger Survey We’re already part the way results are in and we are already through our major improvement facing the challenges head on programme – investing £70m to make our stations and services better. We’re working to enhance our stations, manage disruption more effectively and, of course, improve punctuality We’re increasing the number Adding to this were complications our passengers the services we want to of standby crews in key around major storms Imogen and Katie, provide and that they rightfully expect.” places to get trains running which caused problems across the quicker during times of network. There were also infrastructure What are we doing? major disruption challenges at London Bridge as a result Together with Network Rail, improvements By mid October all of our of the Thameslink Programme, where the have been made to provide a better stations will have been given station is undergoing a major rebuild. service for passengers, including a new coat of paint David Statham, Managing Director of concentrating resources on a specific We’re also putting in better Southeastern, said: “The latest NRPS figures section of the track – the eight miles toilet facilities are a snapshot of a very difficult period between Charing Cross and Lewisham, And adding more seating for Southeastern passengers. The survey which account for 42 per cent of all delays and shelters on platforms took place during the winter months caused by infrastructure problems. when severe weather and infrastructure Extra initiatives aimed at improving issues meant we were not able to give punctuality, enhancing stations and

8 On Board An easier way to be repaid

Southeastern passengers are managing disruption more effectively the first to benefit from a new are under way and these include way of receiving compensation. increasing the number of standby If your journey with us has crews in key locations. Many of our been delayed for 30 minutes or stations have been repainted with more, we will give you money the remainder being completed back under the national Delay by autumn 2016, with better toilet Repay scheme. Previously facilities put in place as well as more A big tick this was paid in cashable seating and shelters at platforms. vouchers or a cheque, but in the box now passengers can choose “Together with Some of our biggest to receive compensation via improvements over the last 18 PayPal, and from October we’ll Network Rail, months have even more options for you improvements have Better real-time information to choose from. been made to provide via Twitter – an expanded “We are always trying to in-house team operating 24 look for different ways to a better service for hours a day improve our service to speed passengers” More than 300 additional up the process for passengers employees recruited across to receive compensation when The Kent Integrated Control Centre – our Network things don’t go to plan,” said which manages how the trains run – is A further £2m for more Christine Heynes, Customer also having a boost with more money ticket machines Relations Manager. “With these being spent on extra people to keep Deep cleaning our trains, new payment methods, it’s your train services running well day to replacing carpets and worn a really easy way to receive day and we’re also focusing on real-time seat covers and repainting Delay Repay payments, you information including providing tablets to exteriors don’t have to cash vouchers or all frontline staff and replacing customer £500,000 has been invested make a trip to bank a cheque. information screens at key stations. in new digital screens and The money goes straight This is on top of our £70 million upgraded information into the passenger’s PayPal improvement programme which screens account.” we’re doing to help improve the Investment in 20 digital From 1 October, there will experiences passengers have while poster screens for all types also be a number of other ways travelling across our network. of information to be repaid. “In partnership with Network Rail, our Tablets have been To receive compensation, job is to improve reliability and I want to provided to front line staff all you need to do is provide reassure our passengers that is what we resulting in better real-time proof of travel and if you are completely focused on,” said David. communications are choosing to receive your compensation via PayPal, do ensure that the email you are using is the same one that is linked to your PayPal account.

See www.southeastern railway.co.uk/delayrepay for more information.

Autumn/Winter 2016 9 Autumn update All change Things to look out for on our network and how they affect you New Abbey Wood timetable

platform Our new timetable has The new Kent-bound platform is now in been in place since Sunday use and marks the end of the works to 28 August reconstruct the tracks and platforms used by Southeastern. Efforts will now focus • Most Charing Cross trains are on the construction of new tracks and now calling at London Bridge platforms used by the Elizabeth line, the again, using new platforms new Crossrail line that will travel from 7, 8 and 9 Reading and Heathrow in the West to • Trains to and from Cannon Shenfield and Abbey Wood in the East, Street will not stop at London from the end of 2018. Thameslink Bridge until January 2018 programme • Until August 2017 – some As Network Rail continues to rebuild morning and evening peak London Bridge as part of the Thameslink services are unable to call at Programme, changes have been made London Bridge. Trains from to Southeastern services that travel Charing Cross and Waterloo to, through and from London Bridge, East won’t stop at London Cannon Street, Waterloo East and Bridge, on weekdays between Charing Cross stations. Southeastern, 08:04 and 09:17 and trains to Network Rail and Transport for London these stations won’t stop at are working together to enable you London Bridge on weekdays to continue to make your journey – between 16:37 and 18:03 passengers should plan ahead and • There are no longer any detailed travel advice is available at direct Charing Cross trains to southeasternrailway.co.uk/thameslink or from New Cross, St Johns, Deptford, Greenwich, Maze Hill and Westcombe Park – this is a permanent change. Until January 2018 there are London Bridge also no London Bridge trains concourse from these stations Two thirds of the new station concourse at London Bridge, including the new ticket office and new retail outlets, opened on 28 August. Walking routes through the station have changed.

10 On Board Britain’s fastest couple

Andrew and Alaina cover anything between 300 and 500 miles a day, meaning that they have travelled around half-a- million miles between them – that’s 10 times around the world – all at breakneck speed!

A few casual hellos and the rest, as they say, is history. They celebrated their eighth wedding anniversary in August. Andrew even inspired Alaina to progress her career at Southeastern and complete her train driver training. She said: “Working together is good fun. When we pass each other’s train, we blow a quick kiss at one another. I love driving on the high speed line and would encourage more women to consider the role.” Hurtling down the line at speeds up to 140mph – the couple work hard to ensure that their customers are satisfied with the service they receive. Alaina added: “It’s great that Andrew and I have the same job; it means we can discuss our day’s work together and help each other become better drivers.” All in all, the couple has spent 28 years helping passengers make their journeys outheastern husband and with six of those spent on the High Speed wife team Andrew and Alaina train service. Laker are both drivers on “It’s really rewarding to know we’re Britain’s only domestic high helping people get to and from their speed rail route. destination,” said Andrew. “As train drivers SThey have notched up an estimated we have a lot of responsibility and we half-a-million miles between them take that very seriously, always aiming carrying passengers between London to give our passengers the best journey St Pancras and Ramsgate. possible. It is great to be a part of the Two of Andrew and Alaina, from Southeastern, we often joke that it’s like Broadstairs, met in 2004 when he was a family; many of us have progressed driving Southeastern’s Mainline and together and that’s great. I’m really proud she was working in ticket offices at of Alaina, should we have kids we’ll have a kind Faversham and Canterbury. to get them into a uniform early on!”

Autumn/Winter 2016 11 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 From August 2016 – Charing Cross services begin stopping at London Bridge, Southeastern limited Other operator Underground Stratford Cannon Street services will not stop at London Bridge until JanuaryInterchange 2018 Farringdon International service routes limited service routes Docklands Light Rail InterchangeTramlink Interchange 1 City Thameslink Southeastern Other operator Cannon Street Southeasternroutes routes high speed route (HS1) Blackfriars1 2 3 4 5 6 London Travelcard EurostarFerry Link Interchange StWaterloo Pancras Greenwich Westcombe Zones 1-6 London Bridge (Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood Erith InternationalEast Underground Charing Stratford Southeastern limited Other operator Cross serviceSoutheastern routes limited service routes InterchangeFastrack Interchange Farringdon International high speed service routes Loughborough Elephant Deptford Maze Hill Woolwich Plumstead Belvedere Slade Dockyard Green & Castle New Cross Oyster pay as you go area TramlinkPLUSBUS Interchange through 1 City Thameslink (Zone 1 & 2) ticketing available Victoria Junction Cannon Street Southeastern Southeastern St Johns high speed route (HS1) London Travelcard Blackfriars high speed limited StepEurostar free Interchangeaccess Waterloo Greenwich Westcombe Kidbrooke Falconwood Bexleyheath service routes Zones 1-6 East London Bridge (Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood Erith Charing Southeastern Cross DenmarkPeckham HillNunhead Rye Pay as you go can be used between St Pancras and Stratford International.Fastrack Interchange Lewisham Blackheath Eltham Welling Barnehurst high speed service routes 2 Loughborough Elephant (Zone 2 &Deptford 3) Maze Hill Woolwich Plumstead Belvedere Slade Speci c fares apply on this route. Capping does not apply. Brixton Dockyard Green The Royal & Castle New Cross Hither Green Oyster pay as you go area PLUSBUS through Victoria (Zone 1 & 2) You can use pay as you go between London, Dartford and Swanley.ticketing available Ballet – The Junction Mottingham Sidcup Albany Park Bexley Crayford Herne Hill Crofton Park St Johns SoutheasternSpeci c fares apply. (Zone 2 & 3) high speed limited Step free access Nutcracker Kidbrooke Falconwood Bexleyheath For information about Oyster and Pay as you go fares visit: t.gov.uk/fares 03/16 Lee New Eltham service routes Dartford Enjoy this Ladywell Pay as you go can be used between St Pancras and Stratford International. DenmarkPeckham HillNunhead Rye Lewisham Blackheath Eltham Welling Barnehurst magical 2 (Zone 2 & 3) Stone Crossing Speci c fares apply on this route. Capping does not apply. Brixton West Dulwich Grove Park 3 Hither Green Greenhithe (for Bluewater) Ebbseet Christmas ballet International You can use pay as you go between London, Dartford and Swanley. Catford Mottingham Sidcup Albany Park Bexley Crayford Herne Hill Crofton Park Catford Bridge Swanscombe Speci c fares apply. at the Royal (Zone 2 & 3) Sydenham Hill Northeet For information about Oyster and Pay as you go fares visit: t.gov.uk/fares 03/16 Opera House Lee New Eltham Sheerness-on-Sea Elmstead Woods GravesendDartford LadywellLower Bellingham Queenborough 23 Nov – 12 Jan Sydenham Stone CrossingHigham Grove Park West Dulwich Beckenham Hill Swale 3 Park Chislehurst Greenhithe (for BluewaterStrood) Ebbseet Sundridge International Kemsley Catford New Ravensbourne Penge East Beckenham Catford Bridge Bromley Swanscombe North St Mary Cray Swanley Farningham Road Meopham Sittingbourne Sydenham Hill Kent House Northeet TeynhamFaversham WhitstableChest eldHerne & Swalecliffe Bay Sheerness-on-Sea Birchington-on-Sea Elmstead Woods Gravesend Lower Bellingham Long eld Sole Street Queenborough Sydenham Beckenham Shortlands Bromley SouthBickley Higham RochesterChathamGillinghamRainham Newington Westgate-on-Sea Clock House Swale 4 JunctionBeckenham Hill Chislehurst Cuxton Park Strood Margate Things Petts Wood Eynsford Selling Elmers End Sundridge Kemsley New Ravensbourne (Kent Penge East Beckenham Bromley (Kent Broadstairs North ) Eden Park OrpingtonSt Mary Cray SwanleyShoreham Farningham Road Meopham SittingbourneTeynhamFaversham WhitstableChest eldHerne & Swalecliffe Bay Kent House Kent ) Dumpton Park West Wickham Canterbury West Birchington-on-Sea Otford Long eld Sole StreetHalling Ramsgate to do this Shortlands Bromley SouthBickley RochesterChathamGillinghamRainham Newington Westgate-on-Sea ClockHayes House (Kent) Beckenham Chels eld 4 Junction Cuxton Margate Petts Wood Eynsford Selling Elmers End Kemsing ( ( Kent Broadstairs Knockholt Kent 5 Eden Park Orpington Shoreham ) Snodland ) winter Kent Borough Green & Wrotham Sturry Dumpton Park Minster West Wickham Canterbury West Bat & Ball Otford Halling RamsgateSandwich Dunton Green West Malling There is something 6 Hayes (Kent) Chels eld (for Kings Hill) Canterbury East New Hythe Bekesbourne Kemsing Deal for everyone Adisham Knockholt East Malling 5 Snodland Chartham Borough Green & WrothamAylesford Sturry Minster Walmer in our region Bat & Ball Barming Aylesham Sandwich Dunton Green West Malling Sevenoaks (for Kings Hill) 6 CanterburySnowdown East New Hythe #SEhiddengems Bekesbourne Martin Mill Maidstone Barracks Shepherds Well Deal Maidstone East Adisham EastMaidstone Malling West Chilham Kearsney The Natural History Bearsted Chartham East Farleigh Aylesford Dover Priory Museum Hollingbourne Walmer Barming Aylesham Wateringbury The annual ice HildenboroughSevenoaks FolkestoneSnowdown Central skating rink returns Harrietsham Martin Mill MaidstoneYalding Barracks Shepherds Well MaidstoneLenham East Wye Folkestone West in October Maidstone West Chilham Kearsney Paddock Beltring BearstedCharing Tonbridge Wood East Farleigh Dover Priory Hollingbourne Shrek’s Wateringbury Hildenborough Ashford Marden Staplehurst Headcorn Pluckley Westenhanger SandlingFolkestone Central Adventure! High Brooms International Harrietsham London Yalding Tunbridge Wells Lenham Wye Folkestone West Ham Street Meet PaddockFrant Beltring Charing Tonbridge Wood everyone’s Appledore Chislehurst Wadhurst favourite Stonegate Marden Staplehurst Headcorn PluckleyRye Ashford Westenhanger Sandling Caves High Brooms International green ogre Etchingham Ore Tour the maze Tunbridge Wells Robertsbridge Hastings Ham Street Frant CrowhurstWest St Leonards of tunnels Battle St Leonards Warrior Square Appledore From August 2016 – Charing Cross services begin stopping at London Bridge, 30m below Wadhurst Cannon Street services will not stop at London Bridge until January 2018 Chislehurst Stonegate Rye Docklands Light Rail Etchingham Ore Interchange Robertsbridge Hastings Southeastern Other operator CrowhurstWest St Leonards routes routes Battle St Leonards Warrior Square 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

1 City Thameslink Tramlink Interchange Cannon Street Southeastern high speed route (HS1) Blackfriars London Travelcard Eurostar Interchange Waterloo Greenwich Westcombe Zones 1-6 East London Bridge (Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood Erith Charing Cross Southeastern Fastrack Interchange high speed service routes 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 Greenhithe (for Bluewater) Ebbseet 3 International Catford 12 On Board 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 Bekesbourne Deal Adisham East Malling Chartham Aylesford Walmer Barming Aylesham Sevenoaks Snowdown 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 Westfield Shopping From August 2016 – Charing Cross services begin stopping at London Bridge, Centre Cannon Street services will not stop at London Bridge until January 2018 Get all your Docklands Light Rail Interchange last minute Southeastern Other operator routes routes Christmas gifts Ferry Link St Pancras 1 2 3 4 5 6 International From August 2016 – Charing Cross services begin stopping at London Bridge, Southeastern limited Other operator Underground Stratford Cannon Street services will not stop at London Bridge until JanuaryInterchange 2018 Farringdon International service routes limited service routes Docklands Light Rail InterchangeTramlink Interchange 1 City Thameslink Southeastern Other operator Cannon Street Southeasternroutes routes high speed route (HS1) Blackfriars1 2 3 4 5 6 London Travelcard EurostarFerry Link Interchange StWaterloo Pancras Greenwich Westcombe Zones 1-6 London Bridge (Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood Erith InternationalEast Underground Charing Stratford Southeastern limited Other operator Cross serviceSoutheastern routes limited service routes InterchangeFastrack Interchange Farringdon International high speed service routes Loughborough Elephant Deptford Maze Hill Woolwich Plumstead Belvedere Slade Dockyard Green & Castle New Cross Oyster pay as you go area TramlinkPLUSBUS Interchange through 1 City Thameslink (Zone 1 & 2) ticketing available Victoria Junction Cannon Street Southeastern Southeastern St Johns high speed route (HS1) London Travelcard Blackfriars high speed limited StepEurostar free Interchangeaccess Waterloo Greenwich Westcombe Kidbrooke Falconwood Bexleyheath service routes Zones 1-6 East London Bridge (Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood Erith Charing Southeastern Cross DenmarkPeckham HillNunhead Rye Pay as you go can be used between St Pancras and Stratford International.Fastrack Interchange Lewisham Blackheath Eltham Welling Barnehurst high speed service routes 2 Loughborough Elephant (Zone 2 &Deptford 3) Maze Hill Woolwich Plumstead Belvedere Slade Speci c fares apply on this route. Capping does not apply. Brixton Dockyard Green & Castle New Cross Hither Green Oyster pay as you go area ShepherdPLUSBUS through Victoria (Zone 1 & 2) You can use pay as you go between London, Dartford and Swanley.ticketing available Junction Mottingham Sidcup Albany Park Bexley Crayford Neame Brewery Herne Hill Crofton Park St Johns SoutheasternSpeci c fares apply. (Zone 2 & 3) high speed limited Step free access Kidbrooke Falconwood Bexleyheath For information about Oyster and Pay as you go fares visit:Tour t.gov.uk/fares and supper03/16 Lee New Eltham service routes Dartford Ladywell Pay as you go can be used between St Pancras andA Stratford night International. out with DenmarkPeckham HillNunhead Rye Lewisham Blackheath Eltham Welling Barnehurst 2 (Zone 2 & 3) Stone Crossing Speci c fares apply on this route. Capping does nota apply. difference Brixton West Dulwich Grove Park 3 Hither Green Greenhithe (for Bluewater) Ebbseet International You can use pay as you go between London, Dartford and Swanley. Catford Mottingham Sidcup Albany Park Bexley Crayford Herne Hill Crofton Park Catford Bridge Swanscombe Speci c fares apply. (Zone 2 & 3) Sydenham Hill Northeet For information about Oyster and Pay as you go fares visit: t.gov.uk/fares 03/16 Lee New Eltham Sheerness-on-Sea Elmstead Woods GravesendDartford LadywellLower Bellingham Queenborough Sydenham Stone CrossingHigham Grove Park West Dulwich Beckenham Hill Swale 3 Park Chislehurst Greenhithe (for BluewaterStrood) Ebbseet Sundridge International Kemsley Catford New Ravensbourne Penge East Beckenham Catford Bridge Bromley Swanscombe North St Mary Cray Swanley Farningham Road Meopham Sittingbourne Sydenham Hill Kent House Northeet TeynhamFaversham WhitstableChest eldHerne & Swalecliffe Bay Sheerness-on-Sea Birchington-on-Sea Elmstead Woods Gravesend Lower Bellingham Long eld Sole Street Queenborough Sydenham Beckenham Shortlands Bromley SouthBickley Higham RochesterChathamGillinghamRainham Newington Westgate-on-Sea Clock House Swale 4 JunctionBeckenham Hill Chislehurst Cuxton Park Strood Margate Petts Wood Eynsford Selling Elmers End Sundridge Kemsley New Ravensbourne (Kent Penge East Beckenham Bromley (Kent Broadstairs North ) Eden Park OrpingtonSt Mary Cray SwanleyShoreham Farningham Road Meopham SittingbourneTeynhamFaversham WhitstableChest eldHerne & Swalecliffe Bay Kent House Kent ) Dumpton Park West Wickham Canterbury West Birchington-on-Sea Otford Long eld Sole StreetHalling Ramsgate Shortlands Bromley SouthBickley RochesterChathamGillinghamRainham Newington Westgate-on-Sea ClockHayes House (Kent) Beckenham Chels eld 4 Junction Cuxton Margate Petts Wood Eynsford Selling Elmers End Kemsing ( ( Kent Broadstairs Knockholt Kent 5 Eden Park Orpington Shoreham ) Snodland ) Kent Sturry Dumpton Park Borough Green & Wrotham Minster West Wickham Canterbury West Bat & Ball Otford Halling RamsgateSandwich Dunton Green West Malling 6 Hayes (Kent) Chels eld (for Kings Hill) Canterbury East New Hythe Bekesbourne Kemsing Deal Adisham Knockholt East Malling 5 Snodland Chartham Borough Green & WrothamAylesford Sturry Minster Walmer Bat & Ball Barming Aylesham Sandwich Dunton Green West Malling Sevenoaks (for Kings Hill) 6 CanterburySnowdown East New Hythe Bekesbourne Martin Mill Maidstone Barracks Shepherds Well Deal Maidstone East Adisham EastMaidstone Malling West Chilham Kearsney Bearsted Chartham East Farleigh Aylesford Dover Priory Hollingbourne Walmer Barming Aylesham Wateringbury HildenboroughSevenoaks FolkestoneSnowdown Central Harrietsham Martin Mill MaidstoneYalding Barracks Shepherds Well MaidstoneLenham East Wye Folkestone West Dover Castle Maidstone West Chilham Kearsney Paddock Beltring BearstedCharing Tonbridge Wood East Farleigh Dover Priory Explore Henry Hollingbourne Wateringbury II’s Great Hildenborough Ashford Marden Staplehurst Headcorn Pluckley Westenhanger SandlingFolkestone Central High Brooms International Harrietsham Tower or the Yalding WW2 tunnels Tunbridge Wells Lenham Wye Folkestone West Ham Street PaddockFrant Beltring Charing below Tonbridge Wood Appledore Wadhurst Stonegate Marden Staplehurst Headcorn PluckleyRye Ashford Westenhanger Sandling High Brooms International Etchingham Ore Tunbridge Wells Robertsbridge Hastings Ham Street Frant CrowhurstWest St Leonards Battle St Leonards Warrior Square Appledore Leeds Castle ANDREW AND ANNEMARIE / FLICKR CC, JACK TORCELLO JON ROBSON LEEDS CASTLE PR OFFICE, MIKE_FLEMING FLI CKR SHEPHERD NEAME PR, TRISTRAM KENTON FOR ROH Wadhurst Take your Stonegate Rye Etchingham little ones to Ore visit Father Robertsbridge Hastings CrowhurstWest St Leonards Battle St Leonards Warrior Square Christmas

Spa Valley Railway Jump on board for Santa Specials

Autumn/Winter 2016 13 Safety Rio’s rescue

ur quick thinking employee safely returned a guide dog to its owner after a mishap at Greenwich station. OGerman Shepherd Rio, whose owner Catherine Todd is visually impaired, missed his footing and fell between the platform and a stationary train. Station Supervisor Jim Smith and his team ran to Rio’s rescue with Jim alerting the driver to what had happened to stop the train departing. Luckily the driver had already spotted the incident on CCTV and the team managed to get Rio to safety.

Shaken Jim said: “It was a bit of a hairy moment. All I could think was that I had to stop the train before it was too late. Poor Rio was a bit shaken by the whole thing but thankfully he wasn’t hurt. We just wanted to make sure that Catherine and her guide dog were OK and could continue on their journey.” Before they left the station team invited them into their office for a cup of coffee – and a bowl of water. Jim stayed with Catherine and Rio for the rest of their journey. Ever since the incident, teams at Abbey Wood, Greenwich and Lewisham stations ensure they accompany Rio and Catherine whenever they are on their commute. “Jim and the rest of the team at Southeastern were “We just wanted to make sure that amazing,” said Catherine. “I Catherine and her guide dog were OK really appreciate the team’s commitment to make sure I and could continue on their journey” get to work safely every day. Jim Smith, Greenwich Station Supervisor They go beyond the call of duty and every single one of them deserves praise and recognition.”

14 On Board Around the network Poppy train has real

Did you appeal know about

Assisted Travel The high speed poppy train will once again run to raise money for the Poppy booking? Appeal. If you want to book assistance For the third year in a row, on any of our services – just let us Southeastern is supporting the Royal know 12 hours before you travel. British Legion charity charter which We can provide a helping hand this year will be running to Brighton if you need support getting on or in a special trip for passengers on off a train or around the station Saturday 12 November. The charter – deploying a ramp if you are a commemorates the 100-year anniversary wheelchair user too. of the First World War, and in particular, You can make a booking or the Battle of the Somme. find out more details about our services, trains and stations as well as staffing and accessibility “Over the past by calling us or using the online two years we booking form at the contact details below. have raised When you arrive at a station, more than whether you’ve booked in advance £45,500” or not, simply approach a member of our team and they’ll do all they can to help you. If you need to cancel a booking, “All the money from the sale of tickets selling cups and badges this year as even at the very last minute, just let as well as souvenirs will be going to the well as the tickets and I will be selling our assisted travel team know and Royal British Legion,” said Andy Harding, off some of the railway paraphernalia they can let the stations know that Fleet Engineering Manager and Kent that I have, with all proceeds going to you’re no longer travelling. Evenden, HS Driver Manager. the Poppy Appeal. “The units are chosen because its “Last year, we managed to raise Call us on 0800 783 4524 or 0345 number correlates to the year of the more than £20,500 and we are hoping 322 7021; use our textphone war. Our unit this year is 395016 to to get even more this year – all in aid service on 0800 783 4548 or visit our commemorate 1916.” of the Royal British Legion and the website www.southeasternrailway. The unit, complete with special Poppy Appeal. Over the past two years co.uk/your-journey/assisted-travel/ livery, will be unveiled on Saturday 12 we have raised more than £45,500.” to find our more. November and will remain in service Southeastern recommends that until the Saturday before Remembrance Visit http://www.ukrailtours. you give 24 hours’ notice for travel Sunday 2017 – poppies are even hidden com/product/the-regency- on other operators’ services. inside the unit for passengers to find. javelin/ to buy your ticket. “All of the people that run the unit give up their time for free,” said Andy. “We are

Autumn/Winter 2016 15 Community Good neighbours Making a difference The Kent Community Rail Partnership has given students the chance to learn more about the railway and making rail journeys. The community rail partnership brings together partners, Southeastern, Kent County Council, Medway Council, Tonbridge and Malling Borough Council among others, to bring social, economic and environmental benefits to communities served by rural and secondary rail services. It particularly focuses on the Sittingbourne to Sheerness branch line and the Medway Valley Line, between Tonbridge and Strood via Maidstone West. The partnership has recently helped students at Bradfields Academy, a specialist school for students who have mild, A brush moderate and more complex learning difficulties, through a travel training with history programme. A brand new mural to Sarah Deakin, Engagement Officer, commemorate the 950th anniversary Kent Community Rail Partnership said: of the Battle of Hastings can now “The programme has helped teach the be viewed by passengers at Battle students to use the railway safely and given station. them the skills and confidence to make Based on images from the world independent rail journeys. The students famous Bayeux Tapestry, the mural can now make, and look forward, to the can be found on platform 2. transition from school to college with ease.” The six panels depicting a snapshot of the Battle of Hastings are visible from the opposite platform and from all trains in the station. A real community project, Southeastern paid for the manufacture of the six panels that make up the mural and the remainder was paid for by 10 local sponsors. The mural has been a welcome addition to Battle station and is a hit with local residents.

16 On Board edible flowers for all to pick, an insect- Green way friendly wildlife area and a winter garden. The Charlton Community Garden is The space is maintained by volunteers, productively blooming thanks to local Charlton Community Gardens, and residents and Southeastern’s efforts. supported by Southeastern whose Just three years ago, the station concourse employees have provided a space for patch was unused and unloved. It has since tools within the station and a covered been transformed into a demonstration noticeboard. garden that the local community is proud of Children are also welcomed to come and lifts the spirits of commuters. along to regular family events to build bug It includes a herb bed, four raised beds hotels, make seed bombs or plant seeds in planted with seasonal vegetables and raised beds.

All of these projects have been shortlisted for a National Community Rail Award, which showcases the best examples of the railway and communities working together.

Our charities The two charities that we are supporting this year – Railway Children and Dame Kelly Holmes Trust – were chosen by our employees. We will work with the charities to benefit those facing social disadvantage in and around our network.

even a new herb garden that commuters Into the woods can pick from on the way home. Elmstead Woods station is home to a well- The aim of the club and the garden was If you’re interested in established garden that is enjoyed by to enhance the station environment for getting involved with a passengers and employees alike. passengers. Southeastern supports the club gardening project at your Passengers, Southeastern employees and several employees give their own time local station then visit and local residents all volunteer as and volunteer to help. southeasternrailway.co.uk/ members of the Elmstead Woods Station This year alone, the club has installed contact-us and get in touch. Gardening Club and have created a a new pump for a water feature, cleared peaceful space for all those waiting for a both ponds and used several donated train. Ponds provide a haven for attracting pots to cheer up some of the duller and supporting local wildlife and there is platform areas.

Autumn/Winter 2016 17 Straight to your pocket Download our free Southeastern On Track app for tailored information on your on great London most-used services and more. attractions when Departure times, service updates and a nifty journey you buy train tickets planner are all just a swipe, Download your offer at tap and scroll away. southeasternrailway.co.uk/2FOR1 Get it from the App Store or Google Play.

Google Play is a trademark of Google Inc. Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.

2FOR1 voucher is valid for full-price adult attraction tickets. 2 people per voucher & 2 valid National Rail train tickets must be shown. Oyster cards not valid for offer. Offers end 31 October 2016 unless stated otherwise on website. Full Ts and Cs at southeasternrailway.co.uk/2FOR1

8880-SE Internal Newsletter Adverts [260x200mm].indd 3 16/09/2016 16:50 Performance Our service stats Here are our performance results for the last six months:

Environmental performance

Site electricity – 2.67% decrease in consumption Site gas – 1.8% decrease in consumption Traction energy – 1.2% increase in consumption Waste recycled – 1.84% increase Ticket office opening hours Customer expectations We averaged a open rate against our of our stations provide a 95% committed hours 89.5% safe and welcoming environment

of our trains are clean Customer Straight 89.5% including the toilets comments We have received 0.189 of our stations have ticket complaints per 1000 to your 91% offices with friendly staff and customer journeys adequate ticket buying facilities In six months there were pocket of the physical information 90.5 million passenger 92% available at our stations or on journeys made on our Download our free our trains was accurate and timely to help network Southeastern On Track app for you plan your journeys tailored information on your on great London most-used services and more. Complaints per 1,000 Departure times, service passenger journeys attractions when Accessibility issues 0.002 updates and a nifty journey Complaints handling 0.014 you buy train tickets planner are all just a swipe, Fares, retailing 0.023 tap and scroll away. Download your offer at Provision of information 0.008 southeasternrailway.co.uk/2FOR1 Get it from the App Store NRES 0.000 Other 0.001 or Google Play. Delay compensation scheme 0.009 Praise 0.005 Quality on Train 0.016 Safety & Security 0.007 Staff Conduct & Availability 0.019 Station Quality 0.006 Google Play is a trademark of Google Inc. Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and Timetabling and connection issues 0.005 other countries. App Store is a service mark of Apple Inc. Self-service ticket machines Train Service Performance 0.045 We averaged Company policy 0.027 2FOR1 voucher is valid for full-price adult attraction tickets. 2 people per voucher & 2 valid National Rail train tickets must be shown. Oyster cards not valid for offer. reliability Environmental 0.001 Offers end 31 October 2016 unless stated otherwise on website. across the network Overall 0.189 Full Ts and Cs at southeasternrailway.co.uk/2FOR1 97.6%

Autumn/Winter 2016 19

8880-SE Internal Newsletter Adverts [260x200mm].indd 3 16/09/2016 16:50 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 six periods between 1 April 2016 and 16 September 2016. It is based on 13 4-week periods per year. Our overall PPM result this year is 85.98%.

Southeastern total 1 Apr 16– 1 May 16– 29 May 16– 26 Jun 16– 24 Jul 16– 14 Aug 16- 30 Apr 16 28 May 16 25 Jun 16 23 Jul 16 13 Aug 16 17 Sep 16

Period PPM 90.32% 87.58% 86.16% 89.29% 90.19% 82.46% PPM MAA (Moving Annual Average) 86.86% 86.66% 86.27% 86.39% 86.42% 85.98%

Line of Route Period 1 Apr 16– 1 May 16– 29 May 16– 26 Jun 16– 24 Jul 16– 14 Aug 16- 30 Apr 16 28 May 16 25 Jun 16 23 Jul 16 13 Aug 16 17 Sep 16 London-Hastings via Tunbridge Wells 89.24% 89.78% 82.54% 88.49% 90.80% 75.48% London-Ramsgate/Dover via Faversham 91.40% 87.65% 83.77% 87.64% 86.87% 85.14% London-Ramsgate/Dover via Ashford 88.36% 86.38% 83.79% 87.61% 89.19% 77.76% London-Ashford via Maidstone East 92.77% 87.19% 86.10% 88.65% 88.84% 84.45% Sittingbourne-Sheerness 92.41% 91.49% 94.32% 94.95% 94.81% 95.32% Strood-Tonbridge via Maidstone West 95.33% 93.86% 91.71% 95.78% 94.09% 88.60% Mainline Total 90.92% 88.78% 85.74% 89.47% 90.03% 82.82% High Speed services to St Pancras International total 89.74% 86.27% 85.63% 86.65% 85.97% 80.58% London-Dartford via Bexleyheath 87.14% 83.99% 83.81% 87.00% 88.96% 81.21% London-Orpington via Bromley South 89.07% 85.78% 87.89% 87.43% 90.33% 85.65% London-Hayes 90.56% 88.32% 87.08% 91.28% 92.00% 80.58% London-Orpington/Sevenoaks via Grove Park 93.94% 91.78% 89.83% 92.72% 94.06% 86.29% London-Dartford via Sidcup 88.39% 85.29% 85.65% 88.43% 88.32% 75.03% London-Dartford/Gillingham via Charlton & Lewisham 92.18% 87.46% 86.15% 90.83% 90.79% 76.03% London-Dartford via Woolwich Arsenal 88.53% 85.03% 84.39% 89.37% 90.49% 86.90% Metro total 90.03% 87.02% 86.51% 89.60% 90.94% 82.51%

Line of Route Moving Annual Average 1 Apr 16– 1 May 16– 29 May 16– 26 Jun 16– 24 Jul 16– 14 Aug 16- 31 Mar 16 28 May 16 25 Jun 16 23 Jul 16 13 Aug 16 17 Sep 16 London-Hastings via Tunbridge Wells 85.39% 85.40% 84.63% 84.59% 84.63% 83.64% London-Ramsgate/Dover via Faversham 86.06% 85.67% 85.05% 84.95% 84.98% 84.66% London-Ramsgate/Dover via Ashford 84.49% 84.18% 83.76% 83.79% 84.28% 83.53% London-Ashford via Maidstone East 87.02% 86.57% 86.17% 85.93% 85.93% 85.40% Sittingbourne-Sheerness 95.26% 94.86% 94.58% 94.44% 94.28% 94.27% Strood-Tonbridge via Maidstone West 91.34% 91.26% 90.92% 91.07% 91.14% 90.99% Mainline Total 87.28% 87.00% 86.46% 86.39% 86.49% 85.95% High Speed services to St Pancras International total 85.85% 85.52% 85.22% 85.14% 85.30% 84.96% London-Dartford via Bexleyheath 84.52% 84.36% 83.99% 84.30% 84.30% 83.91% London-Orpington via Bromley South 84.91% 84.50% 84.21% 84.07% 84.01% 83.85% London-Hayes 86.98% 87.03% 86.81% 87.28% 87.31% 86.76% London-Orpington/Sevenoaks via Grove Park 91.16% 91.08% 90.71% 90.89% 90.86% 90.38% London-Dartford via Sidcup 85.20% 85.02% 84.73% 85.02% 84.87% 84.16% London-Dartford/Gillingham via Charlton & Lewisham 88.36% 88.33% 88.03% 88.06% 88.16% 87.16% London-Dartford via Woolwich Arsenal 84.60% 84.50% 84.20% 84.73% 84.75% 84.98% Metro total 86.76% 86.63% 86.32% 86.57% 86.55% 86.16%

20 On Board Performance Ticket office opening hours Overall actual ticket office opening against planned hours for the last six months was 95%. 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 a total of 518 occasions where our ticket offices were closed due to unplanned reasons over the last 6 months. This represents 0.98% of whole days when these ticket offices were not available.

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

Abbey Wood 06:10 20:05 06:10 20:05 07:30 19:30 99% 1 Albany Park 06:10 19:30 08:10 14:50 08:10 13:30 97% 4 Ashford Kent 05:30 21:30 05:30 21:30 06:00 21:30 100% 0 Aylesham 06:30 13:10 06:30 13:10 Closed Closed 95% 7 Barming 05:50 09:15 Closed Closed Closed Closed 91% 0 Barnehurst 06:10 19:30 08:10 14:50 08:10 15:40 99% 0 Battle 05:40 19:00 05:40 19:00 09:10 16:30 96% 8 Bearsted 06:10 19:30 05:40 13:50 07:40 15:10 98% 0 Beckenham Junction 06:40 19:40 06:10 19:40 08:10 17:40 98% 7 Belvedere 06:10 18:40 07:40 14:20 Closed Closed 89% 22 Bexley 06:10 19:30 06:10 19:30 08:10 15:40 94% 9 Bexleyheath 06:10 20:00 06:30 20:00 08:10 16:40 97% 4 Bickley 06:10 19:45 07:10 13:50 08:15 13:45 91% 11 Birchington On Sea 05:45 12:25 06:45 13:25 Closed Closed 98% 1 Blackheath 06:10 20:00 06:40 20:00 08:10 19:40 97% 7 Borough Green & Wrotham 06:10 17:55 07:10 13:50 08:10 15:40 96% 3 Brixton 06:40 20:00 08:10 14:50 Closed Closed 88% 11 Broadstairs 06:15 19:30 06:15 19:30 08:10 15:40 92% 15 Bromley North 06:15 19:00 07:20 14:00 Closed Closed 88% 4 Bromley South 06:00 21:30 06:00 21:30 06:40 21:30 100% 0 Canterbury East 06:10 20:20 06:10 20:20 07:30 19:00 95% 6 Canterbury West 06:15 19:30 06:15 19:30 08:30 17:00 100% 0 Catford Bridge 06:10 19:30 06:10 19:30 08:40 16:40 95% 7 Charing 07:15 11:40 Closed Closed Closed Closed 99% 1 Charlton 06:10 19:30 06:10 19:30 08:30 16:00 95% 8 Chatham 05:45 20:00 06:15 20:00 07:00 19:00 100% 0 Chelsfield 06:10 19:30 08:15 15:00 08:15 13:00 90% 13 Chestfield & Swalecliffe 06:45 10:15 Closed Closed Closed Closed 72% 3 Chislehurst 06:10 19:30 07:00 19:15 08:15 15:40 98% 2 Clock House 06:10 19:30 07:20 13:50 Closed Closed 92% 1 Crayford 06:10 19:30 06:40 20:00 08:10 15:40 98% 1 Crowhurst 06:00 10:00 Closed Closed Closed Closed 79% 8 Dartford 06:10 20:40 06:10 19:40 07:10 20:40 99% 2 Deal 05:45 19:10 05:45 19:10 07:30 16:00 90% 20 Deptford 06:40 17:25 Closed Closed Closed Closed 91% 11 Dover Priory 05:30 21:30 05:30 21:30 06:15 21:30 100% 0 Ebbsfleet International(Opened 13 Dec 2009) 05:50 22:00 09:50 17:15 09:20 17:30 100% 0 Eden Park 06:10 12:50 07:20 14:00 Closed Closed 99% 1 Elmers End 06:10 19:30 06:10 19:30 Closed Closed 97% 3 Elmstead Woods 06:10 19:30 08:15 14:50 08.15 15:40 98% 1 Eltham 06:10 20:00 06:10 20:00 08.10 15:40 96% 4 Erith 06:05 19:25 06:10 19:25 Closed Closed 87% 10

Autumn/Winter 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 96% 3 Eynsford 06:10 12:50 Closed Closed Closed Closed 91% 4 Falconwood 06:10 19:30 08:10 14:50 08:10 15:40 96% 4 Farningham Road 06:10 10:30 Closed Closed Closed Closed 100% 0 Faversham 06:15 19:30 06:15 19:30 08:00 19:00 99% 0 Folkestone Central 06:00 19:00 06:00 19:00 08:10 17:40 99% 2 Folkestone West 06:25 13:05 07:35 14:15 Closed Closed 99% 1 Frant 06:25 09:45 Closed Closed Closed Closed 96% 1 Gillingham Kent 06:10 20:00 06:10 20:00 07:00 19:00 100% 0 Gravesend Upside Main Ticket Office 05:45 20:00 05:45 20:00 06:45 20:00 98% 4 Greenhithe 06:10 19:30 07:40 19:40 09:10 16:40 96% 7 Greenwich 06:10 20:00 06:10 20:00 08:40 18:40 98% 2 Grove Park 05:15 20:15 07:00 20:15 08:10 18:40 99% 1 Harrietsham 06:10 10:25 Closed Closed Closed Closed 96% 3 Hastings 05:50 20:30 05:50 20:30 05:50 20:30 98% 1 Hayes Kent 06:10 19:30 07:20 14:00 Closed Closed 95% 0 Headcorn 06:00 19:20 07:10 13:50 08:10 16:30 98% 2 Herne Bay 06:10 19:00 06:10 19:00 09:10 16:00 95% 7 Herne Hill 06:10 19:40 06:10 19:40 08:10 17:40 97% 8 High Brooms 06:20 19:00 07:10 13:50 Closed Closed 95% 7 Higham 06:10 12:50 Closed Closed Closed Closed 99% 1 Hildenborough 06:10 12:50 07:10 13:50 Closed Closed 100% 0 Hither Green 06:10 20:00 06:10 19:30 08:10 19:40 99% 1 Kearsney 06:40 10:20 Closed Closed Closed Closed 74% 2 Kent House 06:10 19:30 07:10 13:50 Closed Closed 90% 3 Kidbrooke 06:10 19:30 06:40 19:30 09:00 14:40 92% 8 Knockholt 06:15 09:40 Closed Closed Closed Closed 100% 0 Ladywell 06:10 19:30 07:20 14:00 Closed Closed 97% 1 Lee 06:10 19:30 07:40 14:20 08:10 15:40 96% 6 Lenham 06:20 13:00 06:00 13:00 Closed Closed 97% 3 Lewisham 06:10 20:50 06:10 20:20 07:10 20:50 99% 2 London Bridge 04:50 0 1:20 05:05 01:20 06:45 01:20 100% 0 London Cannon Street 07:15 19:40 Closed Closed Closed Closed 100% 0 London Charing Cross 04:30 01:05 04:30 01:05 06:45 01:05 100% 0 Longfield 06:15 19:30 07:15 13:30 08:15 13:00 96% 3 Lower Sydenham 06:20 13:00 07:20 14:00 Closed Closed 98% 3 Maidstone East 06:00 20:00 06:00 20:00 07:45 20:00 99% 0 Maidstone West 06:15 12:50 06:10 12:50 Closed Closed 99% 0 Marden 06:15 13:00 07:00 13:00 Closed Closed 92% 2 Margate 06:15 19:30 06:15 19:30 09:10 16:40 97% 5 Martin Mill 06:10 10:30 Closed Closed Closed Closed 23% 15 Maze Hill 06:10 19:30 06:10 19:30 Closed Closed 93% 3 Meopham 06:15 12:45 08:00 13:15 Closed Closed 97% 1 Mottingham 06:10 19:30 06:40 20:00 08:10 15:40 97% 6 New Beckenham 06:20 13:00 07:20 14:00 Closed Closed 96% 2 New Cross 06:10 20:00 06:10 20:00 08:10 20:00 98% 3 New Eltham 06:10 20:00 06:40 20:00 08:10 15:40 98% 2 Newington 06:10 10:00 Closed Closed Closed Closed 92% 1 Northfleet 06:10 10:10 Closed Closed Closed Closed 96% 4 Orpington Upside Main Ticket Office 06:05 21:00 06:05 21:00 06:45 21:00 100% 0 Otford 06:15 19:30 06:15 19:30 08:10 15:40 98% 2

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 98% 2 Penge East 06:10 19:30 06:40 19:30 08:10 15:40 96% 4 Petts Wood 05:45 20:00 07:00 20:00 07:45 19:45 99% 1 Pluckley 06:10 10:40 Closed Closed Closed Closed 94% 3 Plumstead 06:10 19:30 06:10 19:30 08:10 15:40 95% 4 Queenborough 07:00 11:00 08:00 12:00 Closed Closed 94% 3 Rainham Kent 06:00 19:30 07:00 19:00 08:00 19:00 99% 4 Ramsgate 06:15 20:00 06:15 20:00 06:15 16:30 98% 3 Robertsbridge 06:10 12:50 07:10 13:45 Closed Closed 96% 2 Rochester 06:10 19:30 06:45 13:25 Closed Closed 99% 1 Sandling 06:20 13:00 Closed Closed Closed Closed 96% 2 Sandwich 06:30 11:00 06:30 11:00 Closed Closed 88% 13 Sevenoaks 06:15 21:00 06:15 21:00 07:15 21:15 99% 1 Sheerness On Sea 06:30 13:10 06:30 13:15 07:45 15:45 98% 2 Shepherds Well 06:30 11:00 Closed Closed Closed Closed 20% 10 Shortlands 06:10 19:30 06:00 19:30 08:10 15:40 95% 3 Sidcup 06:10 19:50 06:10 19:50 08:10 19:40 98% 4 Sittingbourne 06:00 19:30 07:00 19:00 07:00 19:00 99% 3 Slade Green 06:10 12:50 07:10 13:50 Closed Closed 96% 3 Sole Street 06:30 10:30 Closed Closed Closed Closed 90% 5 St Johns 07:10 13:50 Closed Closed Closed Closed 96% 1 St Leonards Warrior Square 06:00 19:20 08:10 14:50 Closed Closed 98% 2 St Mary Cray 06:10 19:30 06:10 19:30 08:15 16:40 95% 6 Staplehurst 06:00 19:00 08:00 14:40 08:10 16:30 98% 3 Stone Crossing 06:45 10:10 Closed Closed Closed Closed 89% 1 Stonegate 06:00 12:00 Closed Closed Closed Closed 89% 4 Stratford International (Opened 13 Dec 2009) 08:30 18:00 09:00 13:00 Closed Closed 99% 0 Strood 06:00 19:00 07:45 14:00 08:15 15:30 97% 2 Sturry 06:30 10:00 Closed Closed Closed Closed 95% 0 Sundridge Park 06:45 13:20 Closed Closed Closed Closed 99% 1 Swanley 06:00 18:30 07:00 19:00 08:00 14:30 96% 7 Swanscombe 06:10 12:50 08:40 15:20 Closed Closed 95% 2 Sydenham Hill 06:40 20:00 09:00 15:50 Closed Closed 89% 6 Teynham 06:30 09:30 Closed Closed Closed Closed 93% 0 Tonbridge 05:40 21:40 05:40 21:10 06:30 21:30 100% 0 Tunbridge Wells 05:55 21:40 05:40 20:40 06:40 21:55 100% 0 Wadhurst 06:20 18:30 07:10 13:50 Closed Closed 92% 8 Walmer 06:30 11:00 06:30 11:00 Closed Closed 93% 8 Welling 06:10 19:30 06:10 19:30 08:10 16:40 98% 0 West Dulwich 06:40 19:30 07:20 14:00 08:10 15:40 97% 0 West Malling 06:00 19:00 07:30 14:10 08:15 15:30 95% 2 West St Leonards 05:45 12:25 06:00 12:40 Closed Closed 99% 2 West Wickham 06:10 19:30 07:20 14:00 Closed Closed 97% 4 Westcombe Park 06:10 19:30 08:10 14:50 Closed Closed 94% 2 Westgate On Sea 06:00 11:00 Closed Closed Closed Closed 71% 19 Whitstable 06:10 19:00 06:10 19:00 09:10 16:00 97% 7 Woolwich Arsenal 05:40 20:05 06:10 20:05 06:40 21:10 99% 1 Woolwich Dockyard 06:40 13:20 Closed Closed Closed Closed 97% 2 Wye 06:00 12:40 07:00 13:40 Closed Closed 96% 3

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