Your questions

We’ve compiled these Frequently Asked Questions based on real examples that we receive through our Customer Service Centre and when people write to e-motion magazine. You can search them below.

If you want to refine your search use the drop down menu to look for a combination of words or an exact phrase. If the question you have is not answered here, please get in touch using our online Contact Form.

Visit our Live Q&A event section to view questions that were answered during our web chat, on Tuesday 26 February 2008.

  1. What is your policy regarding taking dogs on trains?
  2. How can I get a refund on an unused ticket?
  3. What are the benefits of purchasing an annual Season Ticket?
  4. Where can I get information about planned engineering works?
  5. Why does a ticket to London sometimes cost more than a ticket from London?

 

QWhat is your policy regarding taking dogs on trains?

 

AYou can take up to two dogs, cats or other small domestic animals on one of our services free of charge. Passengers with a larger number of animals may be required to pay an additional charge. Animals must be suitably restrained, such as with a collar and lead or in a cat box, and supervised at all times.

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QHow can I get a refund on an unused ticket?

 

AYou can apply for a refund on an unused ticket within 28 days of the ticket’s expiry date. An administration fee of £5 is usually applied. If you abandoned your journey because of disruption, you may be entitled to a full refund without the fee, provided you return the ticket to a ticket office at the time. Some tickets have different refund arrangements, as do Season Tickets, so passengers are advised to check terms and conditions.

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QWhat are the benefits of purchasing an annual Season Ticket?

 

AOtherwise known as Gold Cards, annual Season Tickets offer 52 weeks of travel for the price of 40. They also entitle the holder to six free weekend travel tickets, one-third off off-peak travel for the holder and up to three accompanying adults, £1 travel for up to four accompanying children, upgrade to First Class for only £5 at weekends and great benefits for your partner or a nominated friend/relative. Please turn to page 50 to discover more about the great benefits of Gold Cards, including your chance to enter some exclusive competitions.

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QWhere can I get information about planned engineering works?

 

AWe put up posters of planned works and alterations to services at affected stations and include this information in our published timetables when possible. Details of planned weekend train service changes are available up to 12 weeks in advance at southwesttrains.co.uk and are also supplied to local radio stations and newspapers. Or contact National Rail Enquiries on 08457 48 49 50 or visit nationalrail.co.uk.

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QWhy does a ticket to London sometimes cost more than a ticket from London?

 

AAt off-peak times, demand for services into London is much higher than for services leaving the capital. Our network covers many interesting and diverse locations. To make it easier and more attractive to visit them, and to fill vacant seats, we offer lower fares if you are travelling away from London.

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