Frequently Asked Questions

When will confirmed and final timetables be ready? chevron-down

Final timetables for weekdays, excluding Friday 25 August, are now available online.

To download PDF timetables, visit our Train Service Information Page

Alternatively, you can plan your journey on the South West Trains homepage or by visiting www.nationalrail.co.uk

Train services at weekends during August vary from week to week and unfortunately standalone timetables will not be available. We advise you to use online journey planners. 

Why have plans been updated and platforms 1-10 will now be closed on weekdays? chevron-down

Statement from Network Rail:
“As part of our planning in advance of the work, it came to light that to do the work safely and on time would require the additional closure of platform 10. As soon as we discovered this we set about planning for this and running as many trains as possible. The safety of passengers and staff is our overriding priority and we’ve worked in partnership with South West Trains and others to ensure that the work can go ahead as planned.”

The morning and evening peak timetables are unaffected by this update to the plan.

Between 10am and 4.30pm on weekdays only the following changes will be in place. This is shown on journey planners, the drop down station box on this page and on posters in the stations affected.

Hampton Court & Thames Ditton – trains will only run to and from Surbiton.

Passengers will need to change at Surbiton

Shawford & Eastleigh – no direct trains to or from London Waterloo. Passengers will need to change at Winchester or Basingstoke.

What is happening during the August Bank Holiday weekend? chevron-down

During the August Bank Holiday weekend (25-28 August inclusive) additional works will be taking place at London Waterloo meaning a further five platforms (platforms 1-14) will be closed. This is while final testing and works are carried out to allow the full and standard timetable to be reintroduced on Tuesday 29 August.

This will further reduce the number of trains we are able to run right across the network but the impact will be more significant closer to London.

More detailed information will be provided in due course but please keep this in mind if you are planning to travel during this time.

Which stations will be closed? chevron-down

Queenstown Road will be closed throughout this time, with no trains calling in either direction. Passengers are advised to use nearby alternative stations or use alternative transport, including local buses. For more information, please select Queenstown Road from the station drop down menu here: https://www.southwesttrains.co.uk/plan-your-journey/planned-improvements/wswupgrade/

Norbiton Station will be closed throughout this time, with no trains calling in either direction. Passengers are advised to use nearby alternative stations, such as Kingston, or use alternative transport, including local buses. For more information, please select Norbiton from the station drop down menu here: https://www.southwesttrains.co.uk/plan-your-journey/planned-improvements/wswupgrade/

Chessington line will be closed throughout this time with no trains calling at Chessington South, Chessington North, Tolworth or Malden Manor throughout this time. Rail replacement buses will run throughout this time, carrying passengers to Worcester Park for onwards journeys to London.

For more information, please select your station from the station drop down menu here: https://www.southwesttrains.co.uk/plan-your-journey/planned-improvements/wswupgrade/

Earlsfield Station will be closed, with no trains in either direction during the following times:

Weekday mornings until 10am Weekeday evenings between 16.30 and 19.30.

The station will be open, albeit with a reduced service at all other times, including weekends.

For more information, please select Earlsfield from the station drop down menu here: https://www.southwesttrains.co.uk/plan-your-journey/planned-improvements/wswupgrade/

Vauxhall will remain open, albeit with a reduced train service and some changes to calling patterns. Passengers using mainline and suburban services will not be able to leave the train at Vauxhall and should continue to Waterloo.

For more information, please select Vauxhall from the station drop down menu here: https://www.southwesttrains.co.uk/plan-your-journey/planned-improvements/wswupgrade/

Compensation arrangements chevron-down

Passenger Compensation will continue to be available as specified in the current Passengers Charter, which is available online 

South West Trains and Network Rail have carried out an extensive 12 month communication campaign encouraging customers to consider their journeys ahead of the major works at London Waterloo between the 5 and 28 August. This has included extensive activities in stations, on trains and in the regional and national media.

During August, more than 1,000 extra staff will be on hand across the network to help customers travel and a wide reaching ticket acceptance agreement will be in place, including local buses, London Underground and other neighbouring train operators.

Following discussions between South West Trains, the incoming operator First/MTR, and the Department for Transport, it has been decided that current Passengers Charter compensation arrangements will apply for the duration of the works.

Further information:

The rail industry is investing in significant levels of improvement work throughout the UK, which will necessitate temporary changes to customers’ journeys.

Increases to existing compensation arrangements during rail improvement programmes would ultimately increase the costs of the programmes and reduce the industry’s ability to invest and to secure these long term improvements for customers.

The approach agreed between South West Trains, the incoming operator First/MTR and the Department for Transport is consistent with that of the wider rail industry during rail enhancement projects. We will continue with a range of measures to reduce the impact on customers travel, to provide alternative routes wherever possible and also to ensure advance travel information is available so customers can plan ahead. 

How is compensation under Passenger's Charter decided? chevron-down


Under the Passenger’s Charter, any delays over and above the published timetable for August, will see the following compensation paid:

· Monthly and longer season ticket holders are awarded void days for days when there has been severe disruption and no alternative transport provided. All void days are automatically calculated at the Ticket Office and the number of days available to you can be viewed at stations or on our website throughout the year.

· Daily/weekly Ticket Holders - for delays of at least one hour, passengers may be entitled to the full cost of a single ticket or half the cost of a return ticket.

 

For more information, you can view our Passengers Charter here: https://www.southwesttrains.co.uk/about-us/our-commitments/charter/

If platforms 1-4 are being extended, why are you closing platforms 1-10? chevron-down

As you can see from the accompanying picture, platforms 1-4 (on the far right of the image) are significantly shorter than the neighbouring platforms. The neighbouring platforms also curve with the track on the approach to platforms 1-4.

Waterloo upgrade

As a result, in order to extend platforms 1-4, we must also carry out the following works

  • Install new track on the approaches to platforms 1-8
  • Realign and rebuild the far ends of platforms 5-8
  • Provide access for the required machinery to carry out the works

There will still be some further work to carry out after August 2017, but this will be restricted to weekends. When completed, longer 10-carriage trains will be able to serve suburban routes when the new timetable is introduced from December 2017. 

What are suburban stations? chevron-down

South West Trains serves over 200 stations across numerous counties from Surrey through to Dorset and Wiltshire.

Stations are typically categorised into three types;

  • Mainline
  • Windsor & Reading
  • Suburban.

The works taking place in August are to allow longer 10-carriage trains to serve suburban stations.

The map below provides a simplified example of these lines.

 

What will you do to manage passenger numbers at stations and on trains? chevron-down

The safety of our passengers is always and will continue to be our top priority.

As a result, there are occasions when we may temporarily change the way passengers enter or leave a station, or board trains in order to safely manage the numbers of passengers.

South West Trains has considerable experience of managing large numbers of passengers, whether that is for special events such as the Wimbledon Tennis Championships, events at Twickenham Stadium or racing at Ascot, as well as the lessons learned during the 2012 London Olympic Games. We will continue to use that experience next summer to help passengers travel during this time.

The plans and procedures for individual stations are constantly reviewed and updated and this will continue ahead of August 2017.

Will there be special measures put in place at stations? chevron-down

Our absolute priority is always the safety of our passengers and our people.

Therefore there will be queuing systems in place at some of our stations during August 2017. This is put in place to manage the number of people entering the station and waiting on platforms to stop these areas becoming overcrowded. It is safer for passengers to temporarily wait outside stations than allowing stations and platforms to become overcrowded.

We will have additional staff on hand at our stations to help customers and we will keep passengers informed of our plans for these stations before August 2017 to help everyone make informed decisions about their journeys.

Will longer trains be in service as soon as the August works are finished? chevron-down

There will be some further work required to allow longer trains to use platforms 1-4 at London Waterloo after the works in August have finished. These works will take place at weekends and more detailed information will be available closer to the time.

Longer 10-carriage trains on suburban routes will come into service with the start of the new timetable in December 2017.

Why are platforms 20-24 only opening temporarily in August 2017? chevron-down

The works taking place throughout 2016 and the first half of 2017 in the former Waterloo International Terminal (platforms 20-24) will make the track, signalling, platforms and passenger access suitable for tens of thousands of passengers to use every day.

The introduction of these platforms is vital to mitigate against the loss of platforms 1-9 while platforms 1-4 are extended.

After this, there will remain a great deal of work to be done to create a spacious and modern passenger concourse with new facilities.

The completed concourse near platforms 20-24 is expected to open in December 2018.

The terminal used to cater for very long Eurostar trains – why can’t you just reopen it now? chevron-down

The current layout of this part of the station is unsuitable for busy commuter services. Access for passengers would be inconvenient and frustrating and the punctuality of trains would be badly affected.

Passengers would need to take three flights of stairs before they could board a train or leave the station and unnecessary facilities such as passport control, bureau de change and waiting rooms are still in place, reducing the space available for passengers to move through the area.

The train access into the platforms is also impractical as trains leaving these platforms would prevent others leaving neighbouring platforms, reducing the number of trains able to run to and from Waterloo, particularly during the busiest times of the day. As a result, the works also involve installing new track and access as far as Queenstown Road station.

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