Southwesternrailway Reviews

Wonderful Journey - Excellent service

Wonderful Journey Train clean comfortable and on time between Haslemere and Waterloo Staff were very friendly and helpful at station and on train Really nice cup of tea and sandwich from catering trolley - reasonably priced as well Faultless service all round Cannot understand why others are constantly moaning about the service Serial Moaners Will be leaving car at home in the future

A Shoutout to Drake for Exceptional Customer Service

I recently had the pleasure of experiencing outstanding customer service at Waterloo Station all thanks to an amazing staff member named Drake I cannot express my gratitude enough for his exceptional assistance and unwavering dedication to resolving a challenging situation During a family trip from Waterloo to Lake Isle of Wight we encountered a major hurdle with our train tickets Despite purchasing them online through Trainline we were unable to collect them from the machine due to persistent errors Frustration started to set in as we tried different cards sought help from the ticket office and even attempted to reach Trainline support but to no avail Just when we thought all hope was lost Drake appeared and offered a helping hand From the moment we explained our predicament he displayed incredible empathy and understanding Drake went above and beyond making multiple attempts to collect the tickets from different machines determined to find a solution Despite encountering the same error messages his perseverance never wavered Realizing the urgency of our situation Drake took it upon himself to contact Trainline support on our behalf He patiently waited on hold for an extended period all while providing us with much-needed reassurance and support When he finally connected with a representative he eloquently explained the circumstances highlighting the fact that the issue was not our fault and that we had arrived at the station well in advance Thanks to Drake s unwavering dedication and exceptional communication skills Trainline eventually agreed to refund the ticket fees We were relieved beyond measure and it was all thanks to his tireless efforts Not only did he solve the problem at hand but he also managed to make us feel genuinely cared for throughout the entire process Drake s outstanding customer service went above and beyond our expectations His genuine concern compassion and professionalism truly set him apart In the midst of a stressful situation his kind words and support helped ease our worries and restore our faith in the power of exceptional service I wholeheartedly recommend Drake to anyone visiting Waterloo Station His exceptional dedication to helping passengers and his outstanding problem-solving skills make him a true asset to the station s staff Thank you Drake for going above and beyond the call of duty and for making our journey a memorable and positive experience To Drake You are a customer service superstar Your exceptional efforts have left an indelible mark on our family and we are forever grateful Keep up the fantastic work and may your kindness and dedication continue to brighten the lives of others Warmest regards Thomas

Surprising Good especially given all the bad reviews

Trained to London and back which I almost never do All worked perfectly there and back Well done SWR

Haslemere

Michelle a lovely lady at Haslemere station helped me plan a trip to Nottingham and back She was very patient and found the best times and routes for me Thank you

Good service from the very friendly

Good service from the very friendly staffOn the 11 23 train from Clapham Junction to Portsmouth the guard Izti was very helpful and thorough His friendliness helped make my day Thank you

Excellent service from Southwestern Rail on a very difficult day

Saturday 27th November was a horrible day to try to travel by train We were scheduled to go from Brockenhurst to Waterloo We looked at the website at around 8 o clock which didn t show any major problems However when we arrived at Brockenhurst station for the 0914 the notices on the digital display showed all trains running towards London were delayed due to the previous nights storm damage The staff at Brockenhurst station were superb they gave us as much information as possible but it was clear that getting a resumption of service would be difficult to predict So we then decided to drive to Richmond and then get a train from Richmond into Waterloo We found out that half an hour after we left the station passengers were being taken by bus to Southampton And people stranded because the Lymington line wasn t working were being taken by taxi to Lymington En route I rang up South Western Rail to see if I could get a refund I got through to the help desk after five minutes or so then managed to drop the line my fault Then repeated got though to the same lady who remembered my voice Despite not having the ticket reference number to hand my ticket details were checked using my email address and then working through my contact details The refund request was processed immediately and I received a text confirmation five minutes after my phone call finished Full marks to Saiorce who took my call We parked the car at Richmond station The Richmond to Waterloo service worked fine When returning to Richmond we wanted to check whether there would be a faster train than the stopping service and again had a very friendly and helpful chat with the train guard We felt let down by the lack of information initially from the website but otherwise Southwestern trains did very well We felt valued as customers

Great service from the guard on

Great service from the guard on Saturday I didn t catch her name it was the 10 38 from Andover She was really helpful and her service was outstanding

A big thank you or mobility assistance at Basingstoke

I wanted to thank particularly Darren who was the station attendant on platform 3 I have a spinal injury whichrequires needing assistance getting on or off the train with luggage Darren was at Basingstoke on duty until 9pm he went above and beyond in service he found out the 4 49 from Basingstoke to Birmingham new street was cancelled he organised me in the cafe made sure I was on the correct platform and then assisted me onto the train I understand that Darren floats among 4 or 5 stations he is a credit to south west trains and should recognised as such Thank you Darren