SWR Help Anmeldelser 

It's frustrating when the trains are delayed, cancelled or when they reduce capacity, which seems to happen more often than it should. Im not sure if i love the new trains - on one hand there are more seats and better conditioned but on the other hand it limits overall capacity which isn't great during peak hours when people cram on.

I've found their delay repay very easy to use - better than other train companies. Our local station manager is also lovely, and when I've contacted them online, they will get back to you, even if it's a couple of weeks or so.

All in all, the trains do run roughly on time most of the time, and I get its frustrating as when things go wrong, they can really go wrong and quite quickly too. But as a regular commuter it's overall fine.

I had a really frustrating experience with South Western Railway recently. The train was delayed two hours without any clear explanation, and the communication throughout was awful, barely any announcements, and when there were, they were either confusing or contradicted the last one.
To make matters worse, it was freezing inside the train. No heating, no updates, and no idea when we’d be moving.
I understand delays happen, but what’s not acceptable is the lack of care for passengers, especially when we’re stuck in a cold carriage with zero information. SWR really needs to improve how they handle situations like this. Just a bit of communication and basic comfort would have made a huge difference.
I wish if I could give minus review

What happened today? Ok, not the fault of SWR but a complete signal failure between Guildford and Woking. Trains all over the place and the station staff at Guildford with almost no information to pass to the passengers. All credit to them as they were doing their best but you could tell that they were finding it hard to keep their cool (as were the passengers) without regular information from Network Rail or SWR control. I'm surprised that some of them just didn't "down tools" and go home. Station staff at Guildford 5 stars, SWR control and Network Rail nil points.

All trains to London from farnham cancelled

Tried to book tickets on the app and it failed, tried again and it failed, only then did I realise the money had been taken twice but the tickets were not purchased. Called SWR for help and they told me they don't sell tickets, they have no facility to sell tickets. Let that sink in, a train company that doesn't sell tickets to use their service. She told me to try another operator like Trainline. I said to her, if the app is down that means you are not taking any money today, she said Yep!

Too many issues to waste time listing as its all covered in past reviews. How the customer experience manager still has a job with this rating goes to show, they just don't care....

Do not get your travel dates wrong. You won’t be able to change them on the antiquated web site and the CS team won’t help you either as they cannot amend bookings (allegedly - what a load of rubbish).

Advised I have to rebook tickets and then physically attend a SWR train station to get a refund. ALL of this could obviously be sorted online with no additional costs but this is where these vultures earn additional revenue.

Clear angle shoot re additional fees and/or additional train tickets.

Woeful and bluntly hideous “service” from another failing and appalling UK company,

I am just now on the train that left Waterloo to Strawberry Hill...its 6:32 am...the whole train ( the newer version of trains) has ranking, unclean , disgusting smell....if you clean the trains , maybe you ought to clean your aircon filters etc...because its offensive to be paying and sitting in smelly train for
20 min ( to Wimbledon).
I am not sure if all of you lost your sense of smell during famous covid that none of you can smell it?
I have already emailed you maybe 3-4 weeks ago about same problem...
Could be even a carpet that stinky.
If you carpet your trains, you need to regularly refresh and clean it...
Well do something because its sickening to travel in smelly trains...

I have just called SWR as I had booked afternoon tickets instead of morning tickets for my daughter and children to travel to Cornwall.
So helpful and reassuring.
I then asked if I could reserve seats on the new train times.
I was given a phone number for GWR and again so helpful and now have booked and reserved seats.
People should be more patient and kind with call centre staff.
Maybe because I worked in a police call centre for 10 years I have sympathy for them.
Thank you SWR for making a Granny who booked the wrong tickets feel happy on a Monday morning

One of the hottest days of the year so far & air con not working on the train from Yeovil junction to Waterloo. Once again the train was packed however they still only had 6 carriages, knowing darn well that Friday afternoons are always busy.
Not helped by the fact that lots of people were hogging seats to put their luggage on, which meant other people had to sit on the floors outside the toilets in sweltering conditions.
The guard could obviously see this however he only chose to take action when 1 customer complained, surely he should of asked everyone to remove their luggage from spare seats......
The only decent thing was when we stopped at Basingstoke they finally started to hand out free water, by this time there were a lot of wilting people, maybe they should of thought of this beforehand when they obviously knew the air con was bust.
We have another trip to London booked & regrettably have already bought the train tickets.
We will in future be using Berry's coaches.
Not happy customers at all.

ANTONIA on Platform 9 at Clapham junction needs to be commended for her charm and professionalism! Lovely lady!

Absolute joke; there isn’t a week (and talking only about Mon-Fri) where there isn’t a serious delay or a cancellation. The other day I wanted to leave Waterloo at 13:20 on a Tuesday (not even peak time!!) and all trains were at a standstill because a train broke down at Vauxhall. Passengers at Wat were told no trains leaving Wat for foreseeable time. I had to get to Esher to get my kids to school so was forced to take Uber. I was offered grand total of ZERO compensation. Disgusting treatment and service

I have to use this service every day from Feltham to Waterloo return. Firstly it’s very over priced with crappy old trains with no air con! Not very comfortable when travelling in the middle of a heatwave. Especially when they’ve got a dozen or more brand new trains all stationary at Clapham junction doing nothing!!! Secondly, they’re constantly delayed and being cancelled. Absolute piss poor management all round. They say short on drivers!! Well I say there obviously not recruiting properly then? Because I’d jack my current job tomorrow to become one for the money and benefits there on!! Bare that in mind pls SWR!

Just the worst company to deal with. No help, never actually resolve issues. I avoid SWR whenever I can.

Paid a very expensive train ticket from London Waterloo to Ascot to travel in a very old train without air con in middle of heat wave .. unacceptable!

Every stop was delayed. They were aware this was happening for hours during the day, but no sign of this on the app. Well over an hour late. Took over an hour to get from Bournemouth to Brockenhurst. No staff could tell us why the delays happened, other than signalling issues. Paying money for such a terrible service, and not cheap either.

The Guildford to Waterloo service is not fit for purpose

I had a train booked for next week, however I needed to move my date of travel. I rang up and spoke to a lovely man in customer services who was very helpful. A little bit of kindness goes a long way.

We were considering using the train to get to and from Hethrow T2 from Poole, but even with snior railcard and off-peak, it was priced at £404 for the 2 of us and required 2 changes. It's a joke. We got airport hotel with parking and airport lounge for £320. No lugging bags from station to station, no taxis...

This happened at twickenham train station. There were many who were sitting down. I have a fractured ankle and I was siting down on the stairs because the train was cancelled and we had to wait for hours. The station attendant came and told me to get off from the stairs. He literally shouted at me in front of all the passengers boarding and getting off the train. I was limping he could clearly see it yet he was so aggressive and harassing me. You don’t have enough seating area on the station. You need to train your attendant or colleague on how to treat the passengers. We pay for our travel and get treated like this. Zero customer service.