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OnFor your Southeastern journeyBoardSpring/Summer 2017
Here to help Passenger satisfaction has increased Plus Things to do this summer Keeping you safe Performance statistics: how did your service perform? The Key benefits 1. Safe Replace your lost Key card without any hassle. 2. Quick Tap in and out, and avoid queuing for tickets. 3. Sturdy Because it’s plastic, it’ll withstand wear and tear. 4. Rewarding Register online for offers.
For more details about The Key please visit: southeasternrailway.co.uk/thekey
9519-SE The Key On Board Magazine Advert [260x200mm].indd 1 13/04/2017 16:42 On Board. April 2017 – September 2017 Hello, With summer finally here, our network has plenty to offer every type of traveller, whatever your taste or budget. There is lots to do and see in the towns, villages, countryside and coastlines of our beautiful region. If you turn to pages 8 and 9, you can find some ideas for day trips to some of our favourite spots. And when you’re travelling with us this summer, you should always feel Contents safe and secure, so why not learn more What our network about how we’re improving passenger can offer safety and our work with the British Transport Police on page 14 and 15. Results from January’s National Rail Passenger Survey (NRPS) are in and show your satisfaction with our trains and stations is now at a three-year high, with a seven per cent increase. Not only that, we’re seeing improvements in areas across the board – we’ve got all the details on pages 6 and 7. You can also find out about our work in and around local communities as well as updates on station improvements and information about how work on the The Key Thameslink Programme could further affect you and your journeys this summer. benefits And while you’re here, take a look at our performance and punctuality figures, as well as details of station 1. Safe opening hours should you need them. Replace your lost Key card without All this and more from page 19. any hassle. Editor 2. Quick Tap in and out, and avoid queuing for tickets. 3. Sturdy 4 Helping our passengers 14 In safe hands Because it’s plastic, it’ll withstand wear Learn more about how we are Improving your safety at our stations and tear. making travelling easier 16 Community spirit 6 Survey results Stories from our communities 4. Rewarding Disclaimer The opinions expressed in this guide are not The latest results are in – and we’re 18 Upgrades Register online for offers. necessarily those of Southeastern. Editorial seeing improvements across the board Your update on the Thameslink about Southeastern products and services 8 Summer trips Programme and more may not include all of the applicable terms For more details about The Key please visit: and conditions. Visit southeasternrailway. Explore some of the things to do and see 19 Performance southeasternrailway.co.uk/thekey co.uk call 0345 322 7021 or write to on our network this summer Statistics, punctuality and opening Southeastern Customer Relations, P O Box 10 Lewisham derailment hours 10422, Unit 16, Coalfield Way, Ashby-de-la- Zouch LE65 9EL. Registered in England How we worked with Network Rail to get (CN 4860660) Southeastern is part of Govia, services back up and running a joint-venture between Go-Ahead Group plc and Keolis UK ltd. Produced by beetroot. beetroot.co.uk 0207 749 0180
Spring/Summer 2017 33
9519-SE The Key On Board Magazine Advert [260x200mm].indd 1 13/04/2017 16:42 Travelling on our network Lending a helping hand We’re investing in our network to help you on your journey
aking travelling easier you with better information. A group travel office for school parties, and safer is really Yvonne Quinn, Customer Relations available for children up to the age of 17 important to us. Manager, said: “We care about As part of our £70 our passengers, so we’re always million improvement working at new ways of doing things Mpackage, we’ve been able to refurbish to make travelling with us as easy stations, refresh our trains and provide as possible.”
Travel support Launched our own ‘Baby cards for people on board’ badges who have hidden disabilities – Assistance for available online people who need or at our stations help getting around our stations, and on and off a train
Modified our trains to put in more priority seating, wheelchair space and accessible toilets We’re giving our employees training to better support people with dementia and we’ve hosted a sign language workshop at Victoria station
Improved information at stations Launched our Priority Seating card with more than 600 people already signed up
4 On Board Rail Care Team member Steven Norfolk in a training exercise We’ve created a network at Bexley map showing status information, including staff levels, step free access and the facilities available
Made physical improvements to stations including handrails, highlighted stair nosings, accessible toilets and ticket windows Showing just how much we care Launched The Key – a new smart card for Weekly, Monthly or Annual season tickets Our Rail Incident Care Team are we’re doing a lot to prevent incidents here to help. Their role is to support happening on the railway. But when anyone who has been affected they do happen, we pull together by an incident on or around the and help each other. And if we’re railway. needed by passengers at a different All members of the team are station ran by a different train volunteers and provide short-term company we’ll still be there. practical and emotional support for “It’s so worthwhile and really passengers affected by incidents. rewarding for all the team.” Introduced PayPal as an This can include arranging and For Partnership Manager Nina online payment paying for accommodation, travel Peak, her first job as a Rail Care option and replacement of lost or damaged Team member was to comfort a personal items. 12-year-old girl who went into Kevin Campbell, High Speed shock after hearing her train had Dropped Driver and Rail Care Team Manager hit someone. admin costs said: “For most of our volunteers, “I called her mum, spoke to her from most refunds the day job is very different to this school and accompanied her home,” one. Hence they are given a lot said Nina. of training to help them manage “There are huge rewards for doing some of the situations they may find this job, both in knowing you have themselves in.” helped someone at a traumatic time The team has been running since in their lives, and for the affect it has 2007 and currently has around 32 on yourself and the way you deal members who could be called out with things. The training I’ve had Improved our Delay Repay compensation any time of the day or night. has really helped me manage some options. These now include BACS, PayPal, eVouchers, cashable vouchers, cheque, Kevin added: “As an industry, difficult personal situations.” Visa or Mastercard
Spring/Summer 2017 5 Passenger satisfaction
On the rise
Improvements across our network are having a positive effect
he results of the latest “These results are because of all the National Rail Passenger investment being made in stations, Survey (NRPS) are in and it trains and information across our shows that the £70 million network. We’ve developed a much investment we’re making in stronger working relationship with Tyour network is being noticed. Network Rail. The latest NRPS results released by “We’re committed to improving our independent watchdog Transport performance and making our services Focus in January 2017 showed that better for our passengers.” overall passenger satisfaction is now at a three-year high. The headlines Passenger satisfaction now sits at 77 And it’s not just our overall satisfaction per cent – that’s a seven per cent – we’ve seen improvements in many increase on the previous survey different areas. published in June 2016. Compared to the survey last June, Southeastern’s Managing Director satisfaction with our stations has risen David Statham said: “We know there’s by eight per cent to 78 per cent, which a lot more to do, but we’re pleased that follows a significant investment in we‘re heading in the right direction. refurbishing and repainting all 165 “We’ve been investing millions of stations managed by us. pounds across our network, at all of Following a £500,000 programme our stations, on all our trains, on things to install ticket vending machines our passengers have asked us to in every station as well as the roll- improve – like information and ticket- out of our new smart card, The Key, buying facilities – and it’s reassuring satisfaction with ticket buying that this survey shows passengers have facilities has improved by five per cent noticed the difference. to 77 per cent.
6 On Board “We know there’s a lot more to do, but we’re Satisfaction with information has increased by six per cent to 81 per pleased that we’re cent. This success follows investment in heading in the right real-time information, including digital display screens, and 300 extra frontline direction” employees who’ve had additional customer service training. We’re working on refurbishing one third of our entire fleet, including deep cleaning carriages, improving toilet facilities and employing new on-board cleaners. This has been reflected in an eight per cent increase in overall passenger satisfaction with our trains. And the helpfulness and attitude of our employees has been recognised by customers surveyed with an increase of nine per cent. Satisfaction with the way requests to station staff were handled also rose by 11 per cent. It is, of course, satisfying that our passengers have noticed the improvements we’ve made in these areas but there is always work to do to make our services even better for our passengers. Much of that work is already underway. “There is still more to do, though, and we know there have been days when services have been disrupted, particularly while work continues at London Bridge and over the difficult autumn and winter months, and we’re working day-in, day-out with Network Rail to improve,” said David. Despite making strides in certain areas of performance, punctuality and capacity remain the biggest drivers for overall customer satisfaction. This presents an ongoing challenge. But we’re working with the DfT on a proposal to bring more trains to our network. David added: “During the work at London Bridge – the biggest construction project on our network for 150 years – I’d like to thank our passengers for bearing with us while this major improvement work takes shape. “We’re continuing to invest millions of pounds in initiatives across our network, and are working closely with the Department for Transport and Network Rail to make your journeys better.”
Spring/Summer 2017 7 Out and about Day trippers We’ve got something to suit every taste and budget, so here is just a small selection of what’s happening on our network this summer
Where: Broadstairs What to do: Zoom into Broadstairs where there is so much do, even if you’re on a budget. Take part in the St Peter’s Village On a Tour where you will be entertained by budget costumed characters and find out more For the savvy about its rich history. While it’s completely free, look at the website before travelling saver who is for dates and times. Then check out the looking for a Dickens House Museum that celebrates wallet-friendly Charles Dickens’ long connection with day out Broadstairs – it costs just £3.80 for adults to enter. And if all that doesn’t float your boat, you can always cycle the Viking Coastal Trail or enjoy the beautiful beach! ACABASHI / WIKIMEDIA CC, POM ANGERS FLICKR ST PETER’S VILLAGE TOUR, THACKERAYS
8 On Board Mid range For the bargain hunter
Where: Hastings/Battle What to do: Travel to Hastings for a stroll along the newly-restored pier and tuck into some fish and chips. You can then hop back on the train for just 15 minutes down to Battle – the actual site of the Battle of Hastings – to take a trip through history at the abbey and battlefield. Prices start from £10.10 for an adult. Why not finish up your day at Mrs Burton’s Restaurant & Tearoom? It’s outside the abbey and dates back to the 16th century.
Don’t Luxury forget… day out We now only sell undiscounted For the traveller anytime fares on board our looking to go trains, so make sure you buy all out before you board to get the best value ticket. There are a number of ways Where: Tunbridge Wells to buy before you board: you What to do: Visit The Pantiles for a spot of can purchase a ticket from shopping and taste the waters from the a ticket office, online, at a Chalybeate spring – found in The Pantiles ticket vending machine – which people have been visiting for at any of our stations or more than 400 years. Later, enjoy fine through our On Track dining at Michelin recommended app. Season ticket restaurant Thackeray’s, the former holders can also register home of novelist William Makepeace online for our smart card, Thackeray. A three-course meal starts The Key. from £55 per person. Of course, if there aren’t ticket buying options at a station, you’ll still be able to buy on board.
Spring/Summer 2017 9 Lewisham derailment
Evening peak trains ran between London Cannon Street and the Medway Towns
A half hourly service Back skipped Lewisham but ran between Hayes and on track Charing Cross In January, a freight train derailed on the busiest Trains that were part of our network, blocking the railway for six scheduled to start/ terminate at New days. Here’s how we worked together to get your Cross and Dartford were scheduled services back on track... to start at London Bridge n Tuesday 24 January network, which made journeys longer at 5.30am, two loaded and more difficult. wagons at the rear of a “We’re really grateful to our westbound freight train passengers who were very patient and derailed and toppled understanding of the situation.” Oover between Lewisham and Hither The freight train was one kilometre Green stations. long, with 18 wagons, two of which were It happened on the busiest part of derailed. Cranes and jacks had to be the network just before the start of the used to get the two derailed wagons morning peak. Services in and out of back on the track and removed from London from across the region were the site, and the 50-metre stretch of majorly disrupted, impacting hundreds railway damaged by the incident was of thousands of people trying to get completely rebuilt. to work. The incident took six days to clear. Network Rail were quickly on the In total 30 tonnes of sand were moved scene and our focus turned to keeping from the site by hand and our teams people moving. worked 24 hours a day for six days to Chris Denham from Network Rail said: find different ways to keep the railway “When the incident first happened, all up and running, and finally back four of the lines between Hither Green to normal. and New Cross were shut, which caused Southeastern offered passengers enormous problems.” affected double Delay Repay Southeastern had to re-write the compensation in recognition of the huge timetable, arrange shuttle services and inconvenience they suffered. replacement buses, passengers were Chris Denham added: “We wouldn’t diverted to other London stations. have been able to keep people moving Ellie Burrows, Train Services Director or repair the track as quickly as we did, for Southeastern, said: “As soon as we had we not all been working together. received the call, we knew this would The position of the wagons had a huge be a big problem. Lewisham is probably impact on our passengers – they cut the busiest, most important part of our right across the most important part of network – we have hundreds of trains Southeastern’s network and severed it – that pass through there. and while no delays are good, together “By the afternoon, we had plans in we were able to minimise the disruption place to keep people moving, but still no and speed up the repair work – which access to a very important part of our could have taken weeks.”
10 On Board A shuttle service ran between Sidcup and Dartford via Crayford
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4 6
1 2
SITE OF THE 7 DERAILMENT
A rail replacement bus operated between Lewisham and Hayes
5 What happened and how we kept you moving The derailment happened near No services Lewisham, right at the heart of could run our network. To keep you moving from Lee, Mottingham or our team worked hard to change New Eltham the timetable so that they could Tunbridge Wells trains divert services and provide ran into shuttles. They also organised Victoria bus replacements and ticket acceptance on other operators.
Spring/Summer 2017 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 Underground Stratford Southeastern limited Other operator service routes limited service routes Interchange Farringdon International From August 2016 – Charing Cross services begin stopping at London Bridge, Cannon Street services will not stop at London Bridge until January 2018 1 City Thameslink Tramlink Interchange Cannon Street Southeastern high speed route (HS1) Docklands Light Rail London Travelcard Interchange Blackfriars Southeastern Other operator Eurostar Interchange Waterloo Greenwich Westcombe Zones 1-6 East London Bridge (Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood Erith routes routes Charing Ferry Link Cross St Pancras 1 2 3 4 5 6 Southeastern Fastrack Interchange high speed service routes LoughboroughInternationalElephant Deptford Maze Hill Woolwich Plumstead Belvedere Slade Underground Stratford Dockyard Green Southeastern limited Other operator & Castle New Cross Oyster pay as you go area PLUSBUSInterchange through Farringdon (Zone 1 & 2) International service routes limited service routes Victoria Junction ticketing available Southeastern St Johns Tramlink Interchange 1 City Thameslink high speed limited Step free access Cannon Street Kidbrooke Falconwood Bexleyheath service routesSoutheastern high speed route (HS1) London Travelcard Blackfriars Pay as you go can be used between St Pancras and Stratford International.Eurostar Interchange Waterloo DenmarkPeckham HillNunhead Rye Lewisham GreenwichBlackheathWestcombe Eltham Welling Barnehurst Zones 1-6 2 East London Bridge(Zone 2 & 3) (Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood Erith Speci c fares apply on this route. Capping does not apply. CharingBrixton Cross Hither Green Southeastern Fastrack Interchange Youhigh can speed use pay service as you routes go between London, Dartford and Swanley. Loughborough Elephant Deptford Maze Hill Mottingham Woolwich SidcupPlumstead Albany Park BelvedereBexley Crayford Slade Herne Hill & Castle Crofton Park Dockyard Green Speci c fares apply. PLUSBUS through (Zone 2 & 3) New Cross Oyster pay as you go area (Zone 1 & 2) ticketing available Victoria Junction For information about Oyster and Pay as you go fares visit: t .gov.uk/fares 03/16 New Eltham St Johns Lee Southeastern Dartford Ladywell high speed limited Step free access Kidbrooke Falconwood Bexleyheath service routes Stone Crossing West Dulwich Grove Park Ebbs eet 3 DenmarkPeckham HillNunhead Rye Greenhithe (for Bluewater) Pay as you go can be used between St Pancras and Stratford International. Lewisham Blackheath Eltham Welling Barnehurst International 2 Catford (Zone 2 & 3) Speci c fares apply on this route. Capping does not apply. Brixton Catford Bridge Swanscombe Hither Green The Serpentine Sydenham Hill North eet You can use pay as you go between London, Dartford and Swanley. Mottingham Sidcup Albany Park Bexley Crayford in Hyde Park has Herne Hill Crofton Park Sheerness-on-Sea Speci c fares apply. (Zone 2 & 3) Elmstead Woods Gravesend Lower Bellingham QueenboroughFor information about Oyster and Pay as you go fares visit: t .gov.uk/fares 03/16 been an escape Sydenham Lee New Eltham Higham Beckenham Hill Dartford Swale for Londoners for Ladywell Park Chislehurst Strood Sundridge Stone Crossing Kemsley New Ravensbourne Grove Park more than 100 West Dulwich Penge East Beckenham Bromley 3 Greenhithe (for Bluewater) Ebbs eet North St Mary Cray Swanley Farningham Road Meopham International Sittingbourne Kent House Catford TeynhamFaversham WhitstableChest eldHerne & Swalecliffe Bay years Catford Bridge Swanscombe Birchington-on-Sea Sydenham Hill Long eld Sole StreetNorth eet Beckenham Shortlands Bromley SouthBickley RochesterChathamGillinghamSheerness-on-SeaRainham Newington Westgate-on-Sea Clock House Gravesend 4 LowerJunction Elmstead Woods Cuxton Bellingham Petts Wood Queenborough Selling Margate Elmers EndSydenham Eynsford Higham (Kent Beckenham Hill (Kent Swale Broadstairs Park Chislehurst Strood Eden Park Orpington Shoreham ) Sundridge ) Kemsley Dumpton Park New Ravensbourne Kent Penge East Bromley West WickhamBeckenham Canterbury West North St Mary Cray Swanley Otford Farningham Road Meopham Halling Sittingbourne Ramsgate Kent House TeynhamFaversham WhitstableChest eldHerne & Swalecliffe Bay Hayes (Kent) Chels eld Birchington-on-Sea Long eld Sole Street Shortlands Bromley SouthBickley RochesterChathamGillinghamRainham Newington Westgate-on-Sea Clock House Beckenham Kemsing 4 Junction Knockholt Cuxton Petts Wood Selling Margate 5 Elmers End Eynsford Snodland Borough Green & Wrotham (Kent Sturry Things (Kent Minster Broadstairs Eden Park Orpington BatShoreham & Ball West Malling ) Sandwich Dunton Green Kent ) Dumpton Park 6 (for Kings Hill) Canterbury East West Wickham Canterbury West Otford New Hythe Halling Ramsgate Bekesbourne Hayes (Kent) Chels eld Deal to do this Adisham East Malling Chartham Kemsing Aylesford Knockholt Walmer 5 Barming Snodland Aylesham Sturry Sevenoaks Borough Green & Wrotham Minster summer Snowdown Bat & Ball Sandwich Dunton Green West Malling Martin Mill Maidstone Barracks(for Kings Hill) Shepherds Well 6 Maidstone East Canterbury East Maidstone West New Hythe Chilham Kearsney From secluded Bearsted Bekesbourne Deal East Farleigh Dover PrioryAdisham East Malling Hollingbourne Chartham beaches to sunny lidos, Hildenborough Wateringbury Aylesford Folkestone Central Walmer Barming Harrietsham Aylesham there’s something for Sevenoaks Yalding Lenham Wye Folkestone West Snowdown Martin Mill Paddock BeltringMaidstone Barracks Charing Tonbridge Wood Shepherds Well everyone in our region Brockwell Lido Maidstone East Maidstone West Chilham Kearsney has been at Bearsted MardenEast StaplehurstFarleigh Headcorn Pluckley Ashford Westenhanger Sandling Dover Priory #SEhiddengems the heart of High Brooms Hollingbourne International Hildenborough Wateringbury the Herne Hill Tunbridge Wells Folkestone Central Harrietsham Ham Street Frant community Yalding LenhamAppledore Wye Folkestone West Wadhurst since 1937 Paddock Beltring Charing Tonbridge StonegateWood Rye Etchingham Marden Staplehurst HeadcornOre Pluckley Ashford Westenhanger Sandling High Brooms Robertsbridge Hastings International CrowhurstWest St Leonards Tunbridge Wells Battle St Leonards Warrior Square Ham Street Frant Appledore From August 2016 – Charing Cross services begin stopping at London Bridge, Wadhurst Cannon Street services will not stop at London Bridge until January 2018 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 With an indoor high speed limited Step free access Kidbrooke Falconwood Bexleyheath service routes and outdoor Pay as you go can be used between St Pancras and Stratford International. pool, Tonbridge DenmarkPeckham HillNunhead Rye Lewisham Blackheath Eltham Welling Barnehurst 2 (Zone 2 & 3) Speci c fares apply on this route. Capping does not apply. Brixton Swimming Pool Hither Green You can use pay as you go between London, Dartford and Swanley. is perfect during Mottingham Sidcup Albany Park Bexley Crayford Herne Hill Crofton Park Speci c fares apply. (Zone 2 & 3) the cloudiest of For information about Oyster and Pay as you go fares visit: t .gov.uk/fares 03/16 Lee New Eltham summer’s days Ladywell Dartford Stone Crossing West Dulwich Grove Park Greenhithe (for Bluewater) Ebbs eet 3 International Catford 12 On Board Catford Bridge Swanscombe Sydenham Hill North eet 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 The pre-war Charlton FromLido August 2016 – Charing Cross services begin stopping at London Bridge, underwentCannon a £2Street services will not stop at London Bridge until January 2018 Docklands Light Rail Interchange million faceliftSoutheastern in Other operator Once boasting the 2013 and nowroutes has routes second longest 1 2 3 4 5 6 Ferry Link St Pancras a sun terrace pier in the country, International Underground Stratford Southeastern limited Other operator service routes limited service routes Interchange Herne Bay is lined Farringdon International From August 2016 – Charing Cross services begin stopping at London Bridge, Cannon Street services will not stop at London Bridge until January 2018 with 30 retail huts 1 City Thameslink Tramlink Interchange Cannon Street Southeastern selling ice creams, high speed route (HS1) Docklands Light Rail London Travelcard Interchange Blackfriars Southeastern Other operator Eurostar Interchange sweets, fish and Waterloo Greenwich Westcombe Zones 1-6 East London Bridge (Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood Erith routes routes Charing Ferry Link chips, and more Cross St Pancras 1 2 3 4 5 6 Southeastern Fastrack Interchange high speed service routes LoughboroughInternationalElephant Deptford Maze Hill Woolwich Plumstead Belvedere Slade Underground Stratford Dockyard Green Southeastern limited Other operator & Castle New Cross Oyster pay as you go area PLUSBUSInterchange through Farringdon (Zone 1 & 2) International service routes limited service routes Victoria Junction ticketing available Southeastern St Johns Tramlink Interchange 1 City Thameslink high speed limited Step free access Cannon Street Kidbrooke Falconwood Bexleyheath service routesSoutheastern high speed route (HS1) London Travelcard Blackfriars Pay as you go can be used between St Pancras and Stratford International.Eurostar Interchange Waterloo DenmarkPeckham HillNunhead Rye Lewisham GreenwichBlackheathWestcombe Eltham Welling Barnehurst Zones 1-6 2 East London Bridge(Zone 2 & 3) (Zone 2 & 3) Park Charlton Woolwich Arsenal Abbey Wood Erith Speci c fares apply on this route. Capping does not apply. CharingBrixton Cross Hither Green Southeastern Fastrack Interchange Youhigh can speed use pay service as you routes go between London, Dartford and Swanley. Loughborough Elephant Deptford Maze Hill Mottingham Woolwich SidcupPlumstead Albany Park BelvedereBexley Crayford Slade Herne Hill & Castle Crofton Park Dockyard Green Speci c fares apply. PLUSBUS through (Zone 2 & 3) New Cross Oyster pay as you go area (Zone 1 & 2) Sheerness ticketing available Victoria Junction For information about Oyster and Pay as you go fares visit: t .gov.uk/fares 03/16 New Eltham St Johns Lee Southeastern Dartford beach is a ‘Blue Ladywell high speed limited Step free access Kidbrooke Falconwood Bexleyheath service routes Stone Crossing Flag’ award- West Dulwich Grove Park Ebbs eet 3 DenmarkPeckham HillNunhead Rye Greenhithe (for Bluewater) Pay as you go can bewinning used between Stbathing Pancras and Stratford International. Lewisham Blackheath Eltham Welling Barnehurst International 2 Catford (Zone 2 & 3) Speci c fares apply on this route. Capping does not apply. Brixton Catford Bridge Swanscombe beach and is Hither Green Sydenham Hill North eet You can use pay as you go between London, Dartford and Swanley. Mottingham Sidcup Albany Park Bexley Crayford bordered by lots Herne Hill Crofton Park Sheerness-on-Sea Speci c fares apply. (Zone 2 & 3) Elmstead Woods Gravesend Lower Bellingham of green space QueenboroughFor information about Oyster and Pay as you go fares visit: t .gov.uk/fares 03/16 Sydenham Lee New Eltham Higham Beckenham Hill Dartford Swale Ladywell Park Chislehurst Strood Sundridge Stone Crossing Kemsley New Ravensbourne Grove Park West Dulwich Penge East Beckenham Bromley 3 Greenhithe (for Bluewater) Ebbs eet North St Mary Cray Swanley Farningham Road Meopham International Sittingbourne Kent House Catford TeynhamFaversham WhitstableChest eldHerne & Swalecliffe Bay Catford Bridge Swanscombe Birchington-on-Sea Sydenham Hill Long eld Sole StreetNorth eet Beckenham Shortlands Bromley SouthBickley RochesterChathamGillinghamSheerness-on-SeaRainham Newington Westgate-on-Sea Clock House Gravesend 4 LowerJunction Elmstead Woods Cuxton Bellingham Petts Wood Queenborough Selling Margate Elmers EndSydenham Eynsford Higham (Kent Beckenham Hill (Kent Swale Broadstairs Apparently, Park Chislehurst Strood Eden Park Orpington Shoreham ) Sundridge ) Kemsley Dumpton Park New Ravensbourne Kent Botany Bay in Penge East Bromley West WickhamBeckenham Canterbury West North St Mary Cray Swanley Otford Farningham Road Meopham Halling Sittingbourne Ramsgate Broadstairs got Kent House TeynhamFaversham WhitstableChest eldHerne & Swalecliffe Bay ( ) Chels eld Hayes Kent Birchington-on-Sea its name when Long eld Sole Street Shortlands Bromley SouthBickley RochesterChathamGillinghamRainham Newington Westgate-on-Sea those found in Clock House Beckenham Kemsing 4 Junction Knockholt Cuxton Petts Wood Selling Margate possession of 5 Elmers End Eynsford Snodland Borough Green & Wrotham (Kent Sturry (Kent Minster Broadstairs smuggled goods Eden Park Orpington BatShoreham & Ball West Malling ) Sandwich Dunton Green Kent ) Dumpton Park were deported 6 (for Kings Hill) Canterbury East West Wickham Canterbury West Otford New Hythe Halling Ramsgate to Botany Bay in Bekesbourne Hayes (Kent) Chels eld Deal Adisham Australia East Malling Chartham Kemsing Aylesford Knockholt Walmer 5 Barming Snodland Aylesham Sturry Sevenoaks Borough Green & Wrotham Minster Snowdown Bat & Ball Sandwich Dunton Green West Malling Martin Mill Maidstone Barracks(for Kings Hill) Shepherds Well 6 Maidstone East Canterbury East Maidstone West New Hythe Chilham Kearsney Bearsted Bekesbourne Deal East Farleigh Dover PrioryAdisham East Malling Hollingbourne Chartham Hildenborough Wateringbury Aylesford Folkestone Central Walmer Barming Harrietsham Aylesham Sevenoaks Yalding Lenham Wye Folkestone West Snowdown Paddock Beltring Martin Mill Maidstone Barracks Charing Shepherds Well Tonbridge Wood Maidstone East Maidstone West Chilham Kearsney Bearsted MardenEast StaplehurstFarleigh Headcorn Pluckley Ashford Westenhanger Sandling Dover Priory High Brooms Hollingbourne International Hildenborough Wateringbury Tunbridge Wells Folkestone Central Harrietsham Ham Street Frant Yalding The long pebble LenhamAppledore Wye Folkestone West Wadhurst Paddock Beltring Charing beach at Deal Tonbridge Wood Stonegate Rye is perfect for a Etchingham Marden Staplehurst HeadcornOre Pluckley Ashford Westenhanger Sandling summer stroll and High Brooms Robertsbridge Hastings International CrowhurstWest St Leonards Deal Castle is just a Tunbridge Wells Battle St Leonards Warrior Square Ham Street short walk away Frant Appledore GLL/BETTER, LIEVEN SMITS / WIKIMEDIA CC, STEVE CADMAN/ FLICKR CC Wadhurst Stonegate Rye Etchingham Ore Feel the sand Robertsbridge Hastings CrowhurstWest St Leonards between your toes Battle St Leonards Warrior Square at the popular Sunny Sands beach near Folkestone Central – there’s With a even an annual promenade sandcastle contest and a pier, Hastings beach is a traditional Victorian seaside resort
Spring/Summer 2017 13 Security at stations
In safe hands We’re working hard to make sure you feel safe, secure and confident while travelling on our network
ou should feel safe when where we need to go,” added Siobhan. “I travelling with us – which think people assume that Rail Enforcement is why we’ve been Officers are just there to protect the train focusing on improving company. That isn’t the case. I’ve had security at our stations, a colleague sent to a station where a andY across our network. passenger was considering ending her “The NRPS survey shows that passengers life. She sat with the young lady for a while, are worried about anti-social behaviour and turned the situation around.” from other passengers when travelling on our trains,” said Siobhan Bradshaw, Working with the British Transport Police General Manager – Revenue, Crime More British Transport Police (BTP) and Enforcement. officers are now present on our network, “We’re making a lot of changes to the particularly in South East London and way we do things so that our passengers Kent, and we’re working together to make feel safer and more secure.” things better. Our Rail Enforcement Officers (REOs) are “We’re working together to share now working in places that you said felt intelligence and information, so that we less safe. And they now wear body cameras, so they can record any incidents that happen while they are out on the network. Keeping an eye out “The cameras aren’t just there to help The Eyewitness team are available network, and offer assistance and our staff to do their jobs, they’re also there 24 hours a day to deploy, direct, and support to staff and the public. to protect our passengers,” said Siobhan. support revenue and enforcement The Eyewitness team are our eyes “The cameras help us to prosecute and officers to deal with low level crime and ears. The team can liaise with ban people who have assaulted members issues. staff across the network to redeploy of staff or other passengers.” They analyse and assess information staff on the ground – particularly We’ve also invested in response vehicles received from other members of when a quick reaction is needed. for REOs, so staff can act more quickly staff, departments, officers and even Visit southeasternrailway.co.uk/ should an incident happen. passengers and then deploy officers to help-and-contact/get-in-touch/ “Having access to a response vehicle affected areas during disruption. eyewitness for more info or to report allows us to spend more time at less They use CCTV feeds to monitor the a crime. visited stations, and means that should disruption happen, we can still get to
14 On Board Being aware A new passenger awareness scheme has been launched at our stations. Research has told us that you don’t always feel safe when travelling by train. So, we wanted to reassure you that we are here to help and there are things we do to improve safety and support you on your journey. Lucy Magem, Campaigns Manager, said: “We care about our passengers and we want to do all we can to reassure them that they are safe on their journeys, particularly if they are on their own or travelling at night.” The awareness scheme is being promoted across stations via announcements, with posters and other collateral making the British Transport Police’s contact number more visible. And it’s not only the BTP, we also have the Eyewitness team, REOs, a call centre of customer services operators, CCTV and a 24/7 team that are monitoring the network to keep you safe. More than 100 stations have now been inspected and certified as Secure Stations which means British Transport Police standards have been met. Crime statistics at these stations have also can identify those who are causing successful in all stations, particularly decreased and surveys show that trouble or are inflicting harm,” said where we have anti-social elements. And most passengers feel safe at these Siobhan. “We’ve worked with the BTP most importantly, it has helped to make stations. And the aim is to have to introduce Withdrawal of Implied our passengers feel safer when travelling all the other stations get the Permission (WIP), which means we can with us.” same standard. prevent someone with persistent anti- There are formal monthly meetings Lucy added: “We’re trying to social behaviour from entering our between the BTP and train operators raise awareness by changing the stations and trains.” where any issues are addressed. way we do things so our safety People who continue to enter the station “We work well together as a team and announcements are now more or board a train could face prosecution we’ve built a strong relationship with engaging.” for trespassing. our colleagues at the BTP and across Siobhan continued: “It has been really the region.”
Spring/Summer 2017 15 Community
Running donation Southeastern recently donated £20,000 to the Dame Kelly Holmes Trust to help change the lives of disadvantaged young people in the region. Dame Kelly Holmes accepted the cheque on behalf of the charity at a special event at Café 1809, the cafe she owns in Hildenborough, Kent. The donation represents one third of the funding for two of the Trust’s ‘Get on Track’ courses, which will help transform the lives of disadvantaged young people by providing them with mentoring from world-class sportsmen and women. Dame Kelly said: “What makes me most proud about the partnership is that Southeastern sees the complete A sense picture. They don’t just support the Trust financially, but also create opportunities for them to thrive in the workplace and empower others.” Martine Kydd, Lewis Travers-Smith and Charlie Evans are just three of pride young people who have benefited primary school, acting on changes that from the course and have gone on to In partnership they suggested, as well as displaying some find employment with Southeastern. Working with the community means so of their artwork. Local children were also “It’s inspiring to work with athlete much to Southeastern Area Manager invited to take part in a bio blitz around the mentors; they’ve done so much in Matthew Fraser, that he’s been recognised station with the Kent Wildlife Trust, where their lives. To know they’ve failed and with a special award nomination. they examined insects and wildlife. And got back up, makes you realise that Matthew and his colleague Sarah the team at the station are getting involved you can do it, no matter where you Deakin who works for the Kent Community with Halling in Bloom, when they’ll be come from or how hard your life has Rail Partnership have been nominated for a brightening up the station with a host of been, if you want something you can Pride of Medway award for their work in different flowers and plants. make it happen,” said Martine, who the Medway Valley. Similarly at Cuxton, local residents now works as an Employability and “Halling and Cuxton, two of the and commuters had the opportunity Projects Officer at Southeastern. stations I manage, are in the to take part in a guided walk near The Dame Kelly Holmes Trust was Medway Area,” said Matthew. the station. named as one of Southeastern’s “We’ve been working with the Kent “There are some very worthy corporate charities after employees Community Rail Partnership on causes in the category and we voted to support local charities things like music trains, where are delighted to have even been helping people within its network. we put musicians and a snack nominated,” said Matthew. More than £23,000 has already been stall on normal public service “We’ll keep doing all we can raised through fundraising efforts and trains, and events at to build relationships with the generous donations. Christmas for the local community. The train station communities, complete used to be the centre of a with a Santa’s grotto.” town or village and we In Halling, Matthew want to bring that back, and his station so the more people that colleagues have get involved and want to worked with a local work with us the better.”
16 On Board the young people visited, they also The art of gained a qualification in art over the conversation four months and many are now in Sheppey Matters, a charity that provides employment as a result. health and wellbeing community The local Rotary Club, with support services in Sheerness, is displaying a from the Kent Community Rail recent art project at Sheerness station. Partnership and the Association of Justin Aggett, Arts and Media Project Community Rail Partnerships, raised Manager at Sheppey Matters, worked money for the work to be housed in a with 12 young people, aged 12 to 25, to display case at the station. create a beautiful art piece that is now Justin said: “The Isle of Sheppey on show. artwork at Sheerness station is They researched local history and a great testament to our young then each came up with their own ideas people’s determination to express to complete individual letters which are their own voices as individuals now on display. and collectively help build a better As well as completing the project, and stronger community that looks which was supported by the Turner beyond Sheppey to explore new Contemporary in Margate where horizons and destinations.” Local artist given a platform When Brian Barnes’ mural, created in 1989, was removed from Tunbridge Wells station due to safety issues, it felt like the station had lost something special. Gordon Henderson MP, representative Knowing how much passengers from the Rotary Club missed the artwork, Southeastern asked and Justin Aggett local artists to create an “engaging and inspiring piece of work” to help bring some art to the platform once again. It donated £10,000 to the project, overseen Make the most of the beautiful by the Refresh Tunbridge Wells group, Under your countryside this summer and stretch and chose Chris Burke to create the new own steam your legs on the Big Train Little Train three by 35 metre piece. Country Walk. Chris was selected after he Starting your journey at Sandling demonstrated plans to involve the local station, the footpath takes you past the old LITT N LE I community. He worked closelyA with T South Eastern and Chatham Railway line R R
A T
Tunbridge Wells based artist Elaine GillI and the Heane Wood railway tunnel. N
G WHAT WILL YOU SEE? I and film student Samuel PuddickB to Take a wander through the woods and C K O L U A create a mural displaying 2,500N TyearsRY W of fields of Brockhill Country Park – you may local history, from Iron Age forts in 200BC even spot France in the distance on a STATION TO STATION to the station’s initial openingUNDER YOUR in the OWN 1840s. STEAM clear day – all the way to Romney, Hythe The new artwork sits Follownicely this asidescenic country a new walk from Sandling and Dymchurch Railway’s Hythe station. Railway Station, (big trains), down to the Romney SANDLING STATION piece by Brain BarnesHythe paying & Dymchurch homage Railway‘s station to in Hythe, On arrival, you can treat yourself to a well- (little trains). TO R.H.D.R. HYTHE
his original mural. Distance: XXX km = XXX miles Easy walking deserved cup of tea and watch the trains Chris said: “It has been an absoluteStarting at Sandling the pull in and out of the station. footpath will transport you to a bygone era of pleasure to work on this project. Fromsteam start as you pass the Maps and leaflets are available at old South Eastern & to finish, the panel, the artists, designers,Chatham Railway line and Sandling station, with all the information the disused Heane Wood historians, photographer and vinyl railway tunnel. Wind your you need – so why not pick one up today way through the woods production team have Sandlingall been Junction (Early local 1900’s) and across Sandling Road and enjoy a beautiful country walk. Don’t
to open country, spotting buzzards and bunnies on people with a keen desireroute. Spotto produceFrance on a clear day, over the channel, forget your walking boots! as you cross the fields down into Brockhill Country something worthwhile forPark andTunbridge enter a lush wood Wells.”full of babbling brooks and victorian vegetation. Continue on down the hill where the footpath leads out onto London Road. Cross over the Royal Military Canal to the RHDR Hythe Station and enjoy a well earnt cup of tea in Greenlys Cafe whilst watching the 15’’ gauge trains pull in and out of the station. Why not pootle round Hythe or jump aboard! Spring/Summer 2017 17 #BTLTCountryWalk R.H.D.R
Thanks to Mike Sargent at Sandling Station, Jade Ashton at RHDR. Design, map & illustration: ©Andy Tuohy 2017 I andytuohy.co.uk Copywriting: Olivia Tuohy I Print: Millbrooke Printers www.facebook.com/BTLTCountryWalk Summer update A huge improvement Some of our busiest stations are getting an upgrade Thameslink Programme There is less than a year left until Southeastern’s Cannon Street services once again start calling at London Bridge. Improvement work to rebuild the station and the surrounding railway is due to be completed in 2018. Passengers will benefit from a new station with more space and better facilities, reduced delays for trains, more reliable and frequent Herne Hill viaduct will also be opened for additional journeys with Thameslink You can expect a new and improved passenger facilities. trains running every two to Herne Hill station when you travel through We’re upgrading Herne Hill with three minutes through this summer. funding from the Department for central London A £1.5 million upgrade will mean a Transport’s National Stations Improvement and improved more open and user friendly space as Programme – this station is one of 150 connections well as a larger booking hall and ticket across the country to benefit. We’re also which will office. And not only that, there will be two being supported by the National Railway give better new accessible ticket windows and new Trust, who will help restore and enhance travel retail facilities. One of the arches of the some of the building’s historic features. options. There will be Medway Council’s regeneration of further Strood the local area and will complement closures And it’s not just Herne Hill, if you pass neighbouring station Rochester. for our through Strood expect to see a new state- As well as a larger booking hall passengers of-the-art station come November. and an expanded ticket gateline, in preparation The £2.8 million upgrade will replace there will also be two new ticket for the opening of the current 1970s building and will vending machines, a new shop, the new station in 2018, also benefit from the National Stations provision for a cash machine and including during a number Improvement Programme. It is part of new toilet facilities. of bank holidays in 2017. Significant work will affect our passengers between Saturday 26 August and Saturday 2 September, when our trains will not stop at Charing Cross, Waterloo East or London Bridge, including over four working days. Make sure that you pick up a leaflet at your local station or sign up to alerts at thameslinkprogramme.co.uk
18 On Board Performance A huge improvement Our service stats Here are our performance results for the last six months:
Environmental Ticket office performance opening hours We averaged an Site electricity open rate of 94.16% against our 1.28% committed hours decrease in consumption
Site gas Customer comments 21.25% We have received decrease in consumption 0.295 complaints per 1000 Traction energy customer journeys
In six months there were 98,400 million passenger 10.17% journeys made on decrease in consumption our network
Waste recycled Complaints per 1,000 passenger journeys Accessibility issues 0.004 Complaints handling 0.023 Fares, retailing 0.060 0.11% Provision of information 0.010 decrease Other 0.005 Delay compensation scheme 0.033 Self-service ticket machines Quality on Train 0.032 Safety & Security 0.012 We averaged an open rate of Staff Conduct & Availability 0.022 Station Quality 0.006 Timetabling and connection issues 0.010 Train Service Performance 0.053 Company policy 0.015 Environmental 0.001 98% Overall 0.295 against our committed hours
Spring/Summer 2017 19 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 18 September 2016 and 31 March 2017. It is based on 13 four-week periods per year. Our overall PPM result this year was 86.01%.
Southeastern total 18 Sept 16– 16 Oct 16– 13 Nov 16– 11 Dec 16– 8 Jan 17– 5 Feb 17– 5 Mar 17– 15 Oct 16 12 Nov 16 10 Dec 16 7 Jan 17 4 Feb 17 4 Mar 17 31 Mar 17
Period PPM 90.83% 84.31% 73.74% 84.61% 80.13% 87.71% 91.12% PPM MAA (Moving Annual Average) 86.13% 86.28% 85.70% 85.92% 85.68% 85.90% 86.06%
Line of Route Period 18 Sept 16– 16 Oct 16– 13 Nov 16– 11 Dec 16– 8 Jan 17– 5 Feb 17– 5 Mar 17– 15 Oct 16 12 Nov 16 10 Dec 16 7 Jan 17 4 Feb 17 4 Mar 17 31 Mar 17 London-Hastings via Tunbridge Wells 89.63% 76.08% 62.58% 75.48% 69.22% 82.55% 88.85% London-Ramsgate/Dover via Faversham 89.67% 83.27% 64.35% 82.10% 83.00% 90.80% 91.65% London-Ramsgate/Dover via Ashford 89.15% 77.16% 62.86% 77.85% 72.35% 83.98% 88.13% London-Ashford via Maidstone East 87.57% 71.97% 48.79% 66.14% 71.27% 85.52% 90.37% Sittingbourne-Sheerness 96.15% 95.08% 87.97% 95.08% 92.42% 96.60% 97.82% Strood-Tonbridge via Maidstone West 91.23% 85.29% 71.74% 82.97% 83.54% 88.29% 94.00% Mainline Total 90.17% 80.56% 65.19% 79.41% 77.58% 87.40% 91.20% High speed services to St Pancras International total 86.94% 82.78% 74.00% 83.33% 85.76% 88.76% 91.93% Dartford via Bexleyheath 91.12% 86.35% 78.17% 87.64% 77.55% 86.30% 89.40% Victoria to Orpington 89.93% 82.76% 70.14% 84.65% 84.73% 88.30% 88.96% Hayes Line 92.90% 87.35% 81.75% 88.08% 81.75% 88.11% 92.03% Orpington via Grove Park 93.91% 89.60% 84.08% 90.08% 86.62% 90.51% 93.93% Sevenoaks via Catford London-Dartford via Sidcup 89.40% 83.59% 72.89% 83.48% 72.95% 84.08% 88.45% London-Dartford/Gillingham via Charlton & Lewisham 88.71% 84.49% 71.62% 84.52% 75.66% 84.48% 89.42% London-Dartford via Greenwich 92.63% 89.85% 83.21% 91.75% 82.32% 89.18% 91.79% Metro total 91.70% 86.64% 78.42% 87.67% 80.84% 87.75% 90.99%
Line of Route Moving Annual Average 18 Sept 16– 16 Oct 16– 13 Nov 16– 11 Dec 16– 8 Jan 17– 5 Feb 17– 5 Mar 17– 15 Oct 16 12 Nov 16 10 Dec 16 7 Jan 17 4 Feb 17 4 Mar 17 31 Mar 17 London-Hastings via Tunbridge Wells 83.73% 83.28% 81.93% 81.93% 81.34% 81.40% 81.64% London-Ramsgate/Dover via Faversham 84.79% 85.22% 84.28% 84.40% 84.39% 84.93% 85.23% London-Ramsgate/Dover via Ashford 83.74% 83.68% 82.91% 83.15% 82.51% 82.54% 82.57% London-Ashford via Maidstone East 85.24% 84.81% 82.68% 81.71% 80.75% 80.94% 80.96% Sittingbourne-Sheerness 94.20% 94.45% 93.92% 93.91% 93.68% 93.89% 94.17% Strood-Tonbridge via Maidstone West 91.03% 91.12% 90.11% 89.75% 89.17% 88.95% 89.02% Mainline total 86.02% 85.99% 84.89% 84.82% 84.36% 84.54% 84.73% High speed services to St Pancras International total 84.96% 85.09% 84.38% 84.92% 84.83% 85.12% 85.34% London-Dartford via Bexleyheath 84.10% 84.56% 84.47% 84.89% 84.85% 85.21% 85.26% London-Orpington via Bromley South 84.11% 84.72% 84.28% 85.01% 85.23% 85.56% 85.75% London-Hayes 87.03% 87.11% 86.95% 87.25% 87.08% 87.29% 87.47% London-Orpington/Sevenoaks via Grove Park 90.47% 90.45% 90.26% 90.40% 90.29% 90.40% 90.52% Sevenoaks Via Catford London-Dartford via Sidcup 84.30% 84.41% 83.91% 83.94% 83.27% 83.30% 83.45% London-Dartford/Gillingham via Charlton & Lewisham 87.12% 87.04% 86.03% 85.87% 85.09% 84.94% 84.61% London-Dartford via Woolwich Arsenal 85.44% 86.03% 86.28% 86.97% 87.23% 87.68% 88.09% Metro total 86.37% 86.63% 86.39% 86.73% 86.60% 86.81% 86.95%
20 On Board Performance Ticket office opening hours Overall actual ticket office opening against planned hours for the last six months was 94.16% 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 four hours due to an unplanned reason. This is typically due to short notice sickness and absence. There were a total of 542 occasions where our ticket offices were closed due to unplanned reasons over the last six months. This represents 1.03% 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 97.92% 2 Albany Park** 06:10 19:30 08:10 14:50 08:10 13:30 97.49% 2 Ashford Kent 05:30 21:30 05:30 21:30 06:00 21:30 99.86% 0 Aylesham** 06:30 13:10 06:30 13:10 Closed Closed 88.08% 6 Barming** 05:50 09:15 Closed Closed Closed Closed 75.92% 12 Barnehurst 06:10 19:30 08:10 14:50 08:10 15:40 96.08% 3 Battle** 05:40 19:00 05:40 19:00 09:10 16:30 95.05% 7 Bearsted** 06:10 19:30 05:40 13:50 07:40 15:10 96.19% 2 Beckenham Hill** 06:40 19:40 06:10 19:40 08:10 17:40 0 Beckenham Junction 06:10 18:40 07:40 14:20 Closed Closed 98.75% 3 Bellingham** 06:10 19:30 06:10 19:30 08:10 15:40 0 Belvedere** 06:10 20:00 06:30 20:00 08:10 16:40 89.89% 7 Bexley 06:10 19:45 07:10 13:50 08:15 13:45 87.51% 10 Bexleyheath 05:45 12:25 06:45 13:25 Closed Closed 96.24% 3 Bickley** 06:10 20:00 06:40 20:00 08:10 19:40 92.70% 7 Birchington on Sea** 06:10 17:55 07:10 13:50 08:10 15:40 91.08% 5 Blackheath 06:40 20:00 08:10 14:50 Closed Closed 98.43% 2 Borough Green & Wrotham** 06:15 19:30 06:15 19:30 08:10 15:40 92.99% 6 Brixton** 06:15 19:00 07:20 14:00 Closed Closed 95.02% 6 Broadstairs 06:00 21:30 06:00 21:30 06:40 21:30 83.65% 7 Bromley North** 06:10 20:20 06:10 20:20 07:30 19:00 90.08% 1 Bromley South 06:15 19:30 06:15 19:30 08:30 17:00 99.93% 0 Canterbury East 06:10 19:30 06:10 19:30 08:40 16:40 93.10% 6 Canterbury West 07:15 11:40 Closed Closed Closed Closed 99.73% 0 Catford Bridge 06:10 19:30 06:10 19:30 08:30 16:00 92.62% 8 Catford** 05:45 20:00 06:15 20:00 07:00 19:00 0 Charing** 06:10 19:30 08:15 15:00 08:15 13:00 88.01% 6 Charlton** 06:45 10:15 Closed Closed Closed Closed 91.15% 3 Chatham 06:10 19:30 07:00 19:15 08:15 15:40 99.37% 1 Chelsfield 06:10 19:30 07:20 13:50 Closed Closed 97.01% 1 Chestfield & Swalecliffe** 06:10 19:30 06:40 20:00 08:10 15:40 42.78% 18 Chislehurst** 06:00 10:00 Closed Closed Closed Closed 98.38% 1 Clock House** 06:10 20:40 06:10 19:40 07:10 20:40 92.67% 7 Crayford** 05:45 19:10 05:45 19:10 07:30 16:00 89.42% 9 Crofton Park** 06:40 17:25 Closed Closed Closed Closed 0 Crowhurst** 05:30 21:30 05:30 21:30 06:15 21:30 78.51% 7 Dartford 05:50 22:00 09:50 17:15 09:20 17:30 98.21% 2 Deal** 06:10 12:50 07:20 14:00 Closed Closed 96.10% 4 Denmark Hill 06:10 19:30 06:10 19:30 Closed Closed 0 Deptford** 06:10 19:30 08:15 14:50 08.15 15:40 68.18% 19 Dover Priory 06:10 20:00 06:10 20:00 08.10 15:40 99.99% 0
Ebbsfleet International(Opened 13 December 2009) 06:05 19:25 06:10 19:25 Closed Closed 99.13% 1 Eden Park** 06:10 12:55 07:20 14:00 Closed Closed 96.00% 2
Spring/Summer 2017 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
Elmers End** 06:10 12:50 Closed Closed Closed Closed 96.34% 1 Elmstead Woods** 06:00 19:30 08:10 14:50 08:10 15:40 97.17% 2 Eltham 06:10 10:30 Closed Closed Closed Closed 95.35% 5 Erith** 06:15 19:30 06:15 19:30 08:00 19:00 82.84% 10 Etchingham** 06:00 19:00 06:00 19:00 08:10 17:40 96.06% 4 Eynsford** 06:25 13:05 07:35 14:15 Closed Closed 99.32% 0 Falconwood** 06:25 09:45 Closed Closed Closed Closed 95.31% 2 Farningham Road** 06:10 20:00 06:10 20:00 07:00 19:00 93.13% 3 Faversham 05:45 20:00 05:45 20:00 06:45 20:00 98.75% 3 Folkestone Central 06:10 19:30 07:40 19:40 09:10 16:40 95.75% 5 Folkestone West** 06:10 20:00 06:10 20:00 08:40 18:40 96.27% 3 Frant** 05:15 20:15 07:00 20:15 08:10 18:40 93.28% 4 Gillingham Kent 06:10 10:25 Closed Closed Closed Closed 99.88% 0 Gravesend Upside main ticket office 05:50 20:30 05:50 20:30 05:50 20:30 97.64% 5 Greenhithe** 06:10 19:30 07:20 14:00 Closed Closed 97.42% 2 Greenwich 06:00 19:20 07:10 13:50 08:10 16:30 99.05% 1 Grove Park 06:10 19:00 06:10 19:00 09:10 16:00 99.10% 0 Harrietsham** 06:10 19:40 06:10 19:40 08:10 17:40 94.29% 2 Hastings 06:20 19:00 07:10 13:50 Closed Closed 98.20% 1 Hayes Kent** 06:10 12:50 Closed Closed Closed Closed 99.44% 7 Headcorn** 06:10 12:50 07:10 13:50 Closed Closed 96.64% 2 Herne Bay 06:10 20:00 06:10 19:30 08:10 19:40 95.38% 2 Herne Hill 06:40 10:20 Closed Closed Closed Closed 99.23% 1 High Brooms** 06:10 19:30 07:10 13:50 Closed Closed 93.13% 6 Higham** 06:10 19:30 06:40 19:30 09:00 14:40 95.57% 3 Hildenborough** 06:15 09:40 Closed Closed Closed Closed 98.08% 1 Hither Green 06:10 19:30 07:20 14:00 Closed Closed 96.17% 4 Kearsney** 06:10 19:30 07:40 14:20 08:10 15:40 94.25% 2 Kent House** 06:20 13:00 06:00 13:00 Closed Closed 89.23% 4 Kidbrooke** 06:10 20:50 06:10 20:20 07:10 20:50 92.33% 6 Knockholt** 04:50 0 1:20 05:05 01:20 06:45 01:20 92.31% 6 Ladywell** 07:15 19:40 Closed Closed Closed Closed 94.04% 4 Lee 04:30 01:05 04:30 01:05 06:45 01:05 93.10% 6 Lenham** 06:15 19:30 07:15 13:30 08:15 13:00 86.31% 6 Lewisham 06:20 13:00 07:20 14:00 Closed Closed 98.99% 1 London Bridge 06:00 20:00 06:00 20:00 07:45 20:00 99.76% 1 London Cannon Street 06:15 12:50 06:10 12:50 Closed Closed 99.12% 0 London Charing Cross 06:15 13:00 07:00 13:00 Closed Closed 99.93% 0 Longfield 06:15 19:30 06:15 19:30 09:10 16:40 93.68% 6 Lower Sydenham** 06:10 10:30 Closed Closed Closed Closed 97.66% 3 Maidstone East 06:10 19:30 06:10 19:30 Closed Closed 99.62% 0 Maidstone West** 06:15 12:45 08:00 13:15 Closed Closed 98.41% 0 Marden** 06:10 19:30 06:40 20:00 08:10 15:40 91.63% 6 Margate 06:20 13:00 07:20 14:00 Closed Closed 97.43% 3 Martin Mill** 06:10 20:00 06:10 20:00 08:10 20:00 51.12% 8 Maze Hill** 06:10 20:00 06:40 20:00 08:10 15:40 96.13% 1 Meopham 06:10 10:00 Closed Closed Closed Closed 92.46% 4 Mottingham 06:10 10:10 Closed Closed Closed Closed 95.35% 4 New Beckenham** 06:05 21:00 06:05 21:00 06:45 21:00 91.84% 6 New Cross 06:15 19:30 06:15 19:30 08:10 15:40 97.76% 3 New Eltham 06:00 19:00 08:00 14:30 08:00 14:30 93.90% 2 Newington** 06:10 19:30 06:40 19:30 08:10 15:40 91.17% 4 Northfleet** 05:45 20:00 07:00 20:00 07:45 19:45 96.34% 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
Nunhead** 06:10 10:40 Closed Closed Closed Closed 0 Orpington Upside Main ticket office 06:10 19:30 06:10 19:30 08:10 15:40 99.73% 0 Otford** 07:00 11:00 08:00 12:00 Closed Closed 96.51% 4 Paddock Wood 06:00 19:30 07:00 19:00 08:00 19:00 96.96% 4 Penge East 06:15 20:00 06:15 20:00 06:15 16:30 98.96% 0 Petts Wood 06:10 12:50 07:10 13:45 Closed Closed 99.39% 1 Pluckley** 06:10 19:30 06:45 13:25 Closed Closed 60.88% 11 Plumstead** 06:20 13:00 Closed Closed Closed Closed 91.68% 4 Queenborough** 06:30 11:00 06:30 11:00 Closed Closed 88.53% 7 Rainham Kent 06:15 21:00 06:15 21:00 07:15 21:15 97.89% 3 Ramsgate 06:30 13:10 06:30 13:15 07:45 15:45 99.02% 0 Ravensbourne** 06:30 11:00 Closed Closed Closed Closed 0 Robertsbridge** 06:10 19:30 06:00 19:30 08:10 15:40 93.37% 2 Rochester** 06:10 19:50 06:10 19:50 08:10 19:40 99.03% 0 Sandling** 06:00 19:30 07:00 19:00 07:00 19:00 86.56% 7 Sandwich** 06:10 12:50 07:10 13:50 Closed Closed 93.08% 4 Sevenoaks 06:30 10:30 Closed Closed Closed Closed 99.49% 0 Sheerness on Sea 07:10 13:50 Closed Closed Closed Closed 93.64% 6 Shepherds Well** 06:00 19:20 08:10 14:50 Closed Closed 95.08% 1 Shortlands** 06:10 19:30 06:10 19:30 08:15 16:40 92.77% 3 Sidcup 06:00 19:00 08:00 14:40 08:10 16:30 98.89% 1 Sittingbourne 06:45 10:10 Closed Closed Closed Closed 95.79% 4 Slade Green** 06:00 12:00 Closed Closed Closed Closed 96.72% 3 Sole Street** 08:30 18:00 09:00 13:00 Closed Closed 95.64% 5 St Johns** 06:00 19:00 07:45 14:00 08:15 15:30 92.14% 5 St Leonards Warrior** Square 06:30 10:00 Closed Closed Closed Closed 95.36% 4 St Mary Cray 06:45 13:20 Closed Closed Closed Closed 96.08% 3 Staplehurst 06:00 18:30 07:00 19:00 08:00 14:30 91.60% 8 Stone Crossing** 06:10 12:50 08:40 15:20 Closed Closed 89.74% 6 Stonegate** 06:40 20:00 09:00 15:50 Closed Closed 94.34% 4
Stratford International (Opened 13 Dec 2009) 06:30 09:30 Closed Closed Closed Closed 99.48% 0 Strood 05:40 21:40 05:40 21:10 06:30 21:30 96.00% 5 Sturry** 05:55 21:40 05:40 20:40 06:40 21:55 74.93% 11 Sundridge Park** 06:20 18:30 07:10 13:50 Closed Closed 96.22% 3 Swanley 06:30 11:00 06:30 11:00 Closed Closed 99.31% 2 Swanscombe** 06:10 19:30 06:10 19:30 08:10 16:40 90.56% 6 Sydenham Hill** 06:40 19:30 07:20 14:00 08:10 15:40 86.04% 7 Teynham** 06:00 19:00 07:30 14:10 08:15 15:30 86.95% 4 Tonbridge 05:45 12:25 06:00 12:40 Closed Closed 99.95% 0 Tunbridge Wells 06:10 19:30 07:20 14:00 Closed Closed 99.75% 0 Wadhurst** 06:10 19:30 08:10 14:50 Closed Closed 93.68% 6 Walmer** 06:00 11:00 Closed Closed Closed Closed 94.01% 3 Welling 06:10 19:00 06:10 19:00 09:10 16:00 98.60% 1 West Dulwich** 05:40 20:05 06:10 20:05 06:40 21:10 98.54% 0 West Malling** 06:40 13:20 Closed Closed Closed Closed 92.64% 4 West St Leonards** 06:00 12:40 07:00 13:40 Closed Closed 95.23% 3 West Wickham** 06:10 19:30 07:20 14:00 Closed Closed 92.00% 6 Westcombe Park 06:00 12:40 07:00 13:40 Closed Closed 80.45% 12 Westgate on Sea** 06:00 11:00 Closed Closed Closed Closed 87.00% 4 Whitstable 06:00 12:40 07:00 13:40 Closed Closed 97.06% 3 Woolwich Arsenal 06:10 20:05 06:10 20:05 06:40 21:10 99.19% 0 Woolwich Dockyard** 06:00 12:40 07:00 13:40 Closed Closed 92.33% 3 Wye** 06:00 12:40 07:00 13:40 Closed Closed 86.73% 6
Spring/Summer 2017 23 A high speed train to Ramsgate? Get out of town! Hop on at St Pancras International Hop off for the harbour
Book tickets and full T&C’s at southeasternrailway.co.uk/high-speed
9518-SE HS Ramsgate On Board Magazine Advert [260x200mm].indd 1 12/04/2017 17:05