Southeastern (Train Operating Company 2006–2021) - Southeastern Performance - E

Southeastern (Train Operating Company 2006-2021) - E

Southeastern Performance

During late 2010, the company faced a barrage of criticism for its performance during extreme weather conditions in the south-east of England and there are also allegations in the press that Southeastern deliberately runs reduced services to skew its official performance figures.

In 2014, a survey of UK rail passenger satisfaction showed Southeastern to be the lowest-rated train operating company, with just forty per cent of passengers believing that good service is provided and a rating of only one out of five for value for money. Southeastern claimed that the reason for this is that people dislike going to work and that if the survey were to be retaken on a "sunny summer's day" the outcome would be better for the company.

In a survey (Best and worst UK train companies) carried out in February 2015 by Which? magazine, Southeastern continued to rank poorly, rated as the second-worst UK train operating train companies customer score of just 44%. This was narrowly ahead of Govia Thameslink Railway, with 43%. Southeastern also achieved only 2/5 or 3/5 star ratings across the six specific categories assessed in the survey (such categories included Punctuality, Reliability and Cleanliness of toilets).

Southeastern performed poorly in performance and passenger satisfaction in 2016, with the 2016 survey by Which? magazine finding Southeastern to be the joint-worst performing train operating company in Britain, with a customer score of just 46%. The Spring 2016 National Rail Passenger Survey further underlined Southeastern's continuing poor performance and passenger satisfaction.

The company issued a joint response with Network Rail on the day of publication, primarily blaming outside factors and survey methodology. The 2016 Which? figures were backed up by the 2016 Transport Focus survey, which placed Southeastern joint bottom in satisfaction on service delivery. Satisfaction with the frequency of services declined year on year from 73% to 56%, and satisfaction with ticket value scored 30%, the lowest of any operator in the country.

In the Autumn 2019 National Rail Passenger Survey, 81% of passengers using Southeastern services were satisfied with their journeys. This was the company's highest score for six years and an increase of 3% on the previous year.

Southeastern (Train Operating Company 2006–2021) Overview

Southeastern Franchise(s):
Integrated Kent
1 April 2006 - 16 October 2021
Southeastern Main Region(s): Greater London, Kent
Southeastern Other Region(s): East Sussex
Southeastern Fleet Size:
112 Class 375 Electrostar sets
36 Class 376 Electrostar sets
25 Class 377 Electrostar sets
29 Class 395 Javelin sets
147 Class 465 Networker sets
43 Class 466 Networker sets
8 Class 707 Desiro City sets
Southeastern Stations Called At: 180
Southeastern Stations Operated: 164
Southeastern Parent Company: Govia (joint venture between the Go-Ahead Group (owning 65%) and the French company Keolis (35%)
Southeastern Reporting Mark: SE
Southeastern Predecessor: South Eastern Trains
Southeastern Successor: Southeastern (SE Trains Limited)

Southeastern High Speed Map

St Pancras International
Stratford International

Ebbsfleet International
Gravesend
Strood
Snodland
Maidstone West
Rochester
Chatham
Gillingham
Rainham
Sittingbourne
Faversham
Whitstable
Chestfield & Swalecliffe
Herne Bay
Birchington-on-Sea
Westgate-on-Sea
Margate
Broadstairs
Dumpton Park
Ramsgate
Ashford International
Canterbury West
Sandwich
Deal
Walmer
Martin Mill
Folkestone West
Folkestone Central
Dover Priory