Free copy 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 these can be seen by How did you get into thousands of people. There this job? was recently a story about I have worked on the a driver who, because information side of the of glare from the sun, railway for 22 years, What’s the couldn’t see whether starting in the telephone it was safe to move enquiry bureau back in the train out of the 1995, advising people how 5 station so got out and to make their journeys Deal at Dover? minutes manually checked in pre-internet days. By Compensation arrangements for those most with… his train. This caused a nature I am an inquisitive two-minute delay but is an person, I like to know what affected by the sea wall collapse essential safety check that is going on and know our if not followed could result passengers do too. I’m really conic Dover has been the site of many What we’re doing John Till, in a serious accident. My into technology and enjoy disrupted travel arrangements over the last To help passengers at Dover Priory, Martin Mill, team explained this to a keeping up-to-date with the couple of months after the sea wall further Walmer, Deal and Sandwich, there are: Passenger passenger and it turned into various ways we can now deteriorated since the initial damage on n Two new peak high speed stopping services Information a global news story. It is all communicate and inform Christmas Eve. We worked in super-quick between Dover Priory and St Pancras about trying to get the right our passengers. They now Itime during the Christmas period to ensure that International. Manager information out there without have an expectation for Dover – Folkestone update people were able to reach their destination, n Another peak high speed service from it being misunderstood information to be delivered however we know the closure to the line has Folkestone to St Pancras International. See or misconstrued and to them in different ways and severely affected those travelling from stations on southeastern.co.uk/dover for more details. sometimes this can be a real we have to make sure we that line. Many of those who travel from Sandwich, n A bus replacement service between Dover challenge – especially when do all we can to meet those Deal, Martin Mill, Walmer or Dover Priory have and Folkestone West via Folkestone Central. working to 140 characters! expectations. been compensated (see right) and we continue This will remain in place until further notice. That said, Twitter isn’t to promote our arrangements online and in the n A bus replacement service during peak times all bad news. We receive Who do you follow on media. from Martin Mill, Walmer, Deal and Sandwich lots of positive stories from Twitter? Since the initial damage occurred the wall has to Folkestone Central and Folkestone West. passengers who have been I’m a bit of a politics junkie deteriorated further with damage to a number of n A train service running throughout the day reunited with their lost so I follow a lot of politicians, sections and several sinkholes along its length. from Dover Priory to Ramsgate stopping at the property or who say our both in the UK and abroad – As a result the most damaged part of the railway five most affected stations. Tell us about your job. station teams have helped especially with the upcoming Good news for all our will need to be completely replaced with a new n Folkestone West car park is free to all I am responsible for the them to complete their elections in the US. I also viaduct before trains can run again. passengers with tickets from the five most real-time delivery of all journeys with ease. follow a few comedians. The project to rebuild the line has already affected stations. our passenger-facing It’s good to break up the begun and Network Rail engineers say they are We do advise you to check your journey before information, which includes How do you deal with seriousness and Twitter is targeting December to reopen the railway to you travel. the display boards and any problems? a great place to do it, the trains. Preliminary construction on the 235m-long announcements at stations, The number one rule in character limitations make passengers – the Dover to viaduct started in March. And if you can’t get to your destination, we information about service our team is to remain it more of a challenge and Alasdair Coates, Network Rail’s Route Managing will compensate you.* We will: changes on our website professional and try therefore more entertaining Director, said he appreciated it was a frustrating n Refund the difference in cost between and our Twitter feed. not to take any of the to read. time for passengers and thanked them for their Mainline and high speed fares for any negative tweets we receive understanding. “We aim to be able to get trains National Rail tickets (excluding Travelcards) What about your team? personally. We get their What are the difficulties running again this December and if it is possible valid from the mentioned stations and There are 26 of us and frustration and we do all we of sharing real time Folkestone line has reopened to open the line before then, then we will,” he said. purchased from 24 December. the team is operational can to help it, but sometimes information? “As with all projects of this scale, and this kind of n Give all season ticket holders from the five 24 hours a day, 364 days people forget we’re human Sometimes, as is the nature exposed location, we will face challenges with the affected stations a 20 per cent refund on their a year – with Christmas and not a machine. We of Twitter, passengers hear n Monday 5 September, weather and the ground we are working on, but Mainline fare.