Southeastern: Train tickets

It would be great if refund was free like before instead of charging a £5 admin fee

Up until recently I used a very popular train app to search for and to buy tickets. As I’ve been having lots of issues collecting my ticket I buy through that train app my family & I have used forever, another family member recommended this app. I have been very cynical, however I was quite impressed with the simplicity of the app and the various HELP (“I” for information) centres dotted round the app that guide you through the use of the app. I’d never heard of a “smart key” for loading one’s tickets but I did reluctantly order one! It came within a few days. The only strange thing is that my first name is repeated twice on my smart key card… The upside is that my Smart Key Card is DEFINITELY very unique to me! THANKS FOR READING!!

Easy to book the incorrect ticket. Unable to cancel unless you raise an enquiry costing £5.

Information on live trains is liable to change closer to departure therefore making it little more than a time table. Trains can be on time then cancelled when you arrive. Probably to show the trains are running ok when they are not. Don’t rely on it to be accurate. Customer complaint page difficult to use and web chat times out before you can provide info so write it up in a note before hand and paste it over.

Thanks

Easy to use!

Meh could be better

For journeys that are JUST using Southeastern trains (ie. No transfers to other trainlines or added travel cards like London Underground) it it better to use the Southeastern App . Tickets booked on SE app do not incur additional booking charge and are cheaper than using Trainline App to book.

The app isn’t great to use - often shows incorrect ticket purchase information .. can only assume a refresh issue. Loads of issues around trying to make ticket amendments.

Layout is not user friendly and says that no trains on my route. Use national rail app which sadly has similar layout but does show my trains and route.