These website terms and conditions were last updated in May 2016.
Please note, that terms and conditions relating to the online purchase of tickets are at the bottom of the page, including the South West Trains App and Wifi terms and conditions.
The service on this Website (the “Website”) and the booking service made available via the Website and the SWT App is provided to you by Stagecoach South Western Trains Limited (“South West Trains”, “we” or “us”) free of charge for your personal use. By using the Website and or the Booking Service, you agree without limitation or qualification to be bound by the terms, conditions and notices contained on the website and the National Rail Conditions of Carriage.
The copyright in the material contained in this Website belongs to South West Trains. All rights reserved. Except solely for your own personal and non commercial use, no part of this Website or Booking Service may be copied, adapted, modified, distributed, transmitted, displayed, performed, reproduced or published without the prior written permission of South West Trains.
You warrant to South West Trains that you will not use the Website or Booking Service for any purpose that is unlawful or prohibited by these terms, conditions, and notices. South West Trains may in its absolute discretion suspend, stop or end your access to the Website.
We may update these terms and conditions from time to time. If you do not wish to accept the new terms and conditions you should not continue to use the Website or Booking Service. If you continue to use this site after the changes come into effect, this will indicate your agreement to be bound by the new terms and conditions.
While Stagecoach South Western Trains Limited has taken all reasonable effort to ensure that the information contained within the Website and Booking Service is correct, you should be aware that the information may be incomplete, inaccurate or may have become out of date. Changes are periodically made to the information herein. South West Trains may make improvements and/or changes in this Website at any time.
South West Trains makes no representations about the suitability of the information, products, and services contained on this Website or Booking Service for any purpose. South West Trains shall use reasonable care and skill in carrying out the services contained in this Website and Booking Service. Except in relation to liability for death or personal injury, for which liability cannot be limited, the liability of South West Trains for any loss arising out of the use of the Website and or Booking Service shall be limited to the total value of the transaction under which the claim arises for any one event or series of related events. Save as aforesaid and to the extent permitted by law, South West Trains shall not be liable for any loss of profit, loss of opportunity, loss of business, indirect, incidental, special, or consequential loss arising out of or in any way connected with the use of any of the information, products, and services on this Website or otherwise arising out of the use of this Website and all warranties, terms and conditions with regard to such information, products, and services, whether express or implied arising under statute or at common law or otherwise are hereby excluded.
Nothing contained herein shall prejudice your statutory rights as a consumer.
The Website may contain links to other websites. South West Trains provides such links for your convenience only and South West Trains assumes no responsibility for the contents of any such websites to which this Website has links.
The Booking Service is offered as a service to you, the customer, by South West Trains. Your use of this Website or the SWT App constitutes your agreement to all terms, conditions and notices set out by South West Trains. To view our full Booking Service terms and conditions, click here . You are strongly advised to read these conditions which contain information about the issue of tickets, changes, cancellations and refunds.
The services provided by this Website do not include the provision of a computer or other necessary equipment to access the Website. To use southwesttrains.co.uk (and any of its associated URLs) you will require Internet connectivity and appropriate telecommunication links. We shall not be liable for any telephone or other costs that you may incur.
You may not use this Website for any of the following purposes:
South West Trains reserves the right to refuse to post material or to remove material already posted on this Website.
You will indemnify us against all losses, liabilities, costs and expenses reasonably suffered or incurred by us, all damages awarded against us under any judgment by a court of competent jurisdiction and all settlements sums paid by us as a result of any settlement agreed by us arising out or in connection with:
Although this Website aims to offer you the best service possible, South West Trains makes no promise that the services on the Website will meet your requirements. South West Trains cannot guarantee that this Website service will be fault free. If a fault occurs in the service you should report it to our Customer Service Centre and we will attempt to correct the fault as soon as we reasonably can.
Your access to this Website may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. South West Trains will attempt to restore the service as soon as it reasonably can.
Parts of the Website and or Booking Service may contain advertising and sponsorship. Advertisers and sponsors are responsible for ensuring that material submitted for inclusion on this Website complies with relevant laws and codes. We will not be responsible for any error or inaccuracy in advertising and sponsorship material.
Your agreement to the terms, conditions and notices contained on this Website is governed by the laws of England and you hereby consent to the exclusive jurisdiction of the English courts in all disputes arising out of or relating to the use of this Website. If at any time any part of this agreement becomes invalid, illegal or unenforceable in any respect, that invalid, illegal or unenforceable part shall be severed from the remainder of the agreement and the validity, legality and enforceability of the remainder of the agreement shall not be affected or impaired in any way. Further, the invalid, illegal or unenforceable part will be deemed superseded by a valid, legal or enforceable part that most closely satisfies the intention of the original part. The validity, legality and enforceability of the remainder of the agreement shall not be affected or impaired in any way.
Please read the following in relation to www.buytickets.southwesttrains.co.uk pages.
The train operating companies with whom you book tickets through this Booking Service are responsible to you in respect of the provision of the train journey you have booked. All bookings made through the Booking Service are subject to the National Rail Conditions of Carriage (explained below) and any specific restrictions imposed by the relevant train operating companies which vary by ticket type.
South West Trains is therefore not responsible for any delays, cancellations, or other disruptions to train services operated by other train companies. Terms and conditions for the various ticket types including eligibility for refunds apply in accordance with the National Rail Conditions of Carriage and any applicable train operator’s Passenger Charter.
Our Booking Service offers an impartial service selling tickets available around the UK representing all train operating companies.
The Booking Service is designed to provide you with travel information, to assist you in determining the journey availability. You agree that you will only use the travel information facilities of this Booking Service to find out information for yourself or for another person who intends to use or make use of this Booking Service to purchase travel services.
You confirm that you are at least 18 years old and have authority to use the payment method or billing account details you provide for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us. You also promise that all information supplied by you in using the Booking Service is accurate and that you will not make any speculative, false or fraudulent reservation. You further promise that you will only use the travel services reservations facilities of the Booking Service to make reservations or purchases for yourself or for another person on whose behalf you are legally entitled to act.
We quote prices for, and are able to sell the majority of point-to-point train tickets. We shall not be obliged to sell tickets to or reserve a seat for, a person or persons who we have reason to believe may be intending to use it, or the proposed method of payment, fraudulently.
You acknowledge that you will be financially responsible for any bookings which are made through the Booking Service using your account details and for all reasonable and foreseeable losses which we suffer as a result of your breach of these terms or your negligence when using the Booking Service (including where you deliberately or negligently let others use your account).
The National Rail Conditions of Carriage (as updated from time to time) sets out the minimum level of service you are entitled to expect in relation to your train journey. They also set out your rights and responsibilities in respect of any train journeys made on the UK railway network, including the liability of the train companies in respect of loss caused by the delay and/or cancellation of any train, by any missed connection or by the closure of the railway as well as in respect of loss or damage to, and delay in the delivery of luggage and its contents. You can view the National Rail Conditions of Carriage. Where the rights set out in the National Rail Conditions of Carriage are extended or restricted by the train operating companies with whom you may book tickets through this Booking Service, details of these extensions or restrictions will be provided to you with your journey summary prior to purchase.
The National Rail Conditions of Carriage entitle Customers to the same levels of compensation or refund entitlements regardless of where they purchase their ticket.
When consumers have a problem with a trader regarding a product or service they bought, they can settle their dispute out-of-court through an Alternative Dispute Resolution or Online Dispute Resolution (ADR / ODR) procedure. To find out more, click here.
There may be certain fees and charges payable on top of the ticket price in respect of purchases made via the Booking Service. If applicable, these will be identified during the booking process. Some of these fees are levied by the relevant train operating company which requires us to pass them on to you, the customer.
You will be responsible for all charges and taxes payable as a result of your use of this Booking Service, including any cost of accessing the Booking Service.
Some tickets have limited availability. Although we check availability before quoting the fares, we cannot guarantee the availability of such tickets until you confirm the details of your journey immediately prior to payment. However, we do not charge your credit card until your order has been processed. We take all reasonable measures to ensure that the times and fares quoted on our Booking Service are correct. However, despite our efforts, we cannot guarantee that all of the information on our Booking Service (including times and fares) is correct, as our source data is provided from a third party rail information provider. Where we become aware of an error, we will take reasonable measures to rectify it. If you have purchased tickets which are subject to an error, we will refund these in full.
When we have confirmed your booking by email to your registered email address, we will fulfil your tickets to you using the fulfilment method you selected when you made your booking. While we endeavour to have tickets delivered in accordance with timescales supplied by our delivery agents, we cannot be responsible for any guaranteed delivery times.
Please check your tickets when you receive them. If you believe that the tickets we have sent you do not meet the information you provided at the time of booking through our Booking Service, please contact us. You must ensure that you are in possession of the tickets booked before you board the train. If you cannot produce a valid ticket for the class of accommodation and service that you are using, you will have to pay the appropriate fare on the train and a penalty fare may also be payable. We, South West Trains, and the ticket inspector reserve the right to refuse to accept your ticket to the extent that it is unsatisfactorily displayed or to the extent that we or they have reason to suspect that a fraudulent use of confirmation, transfer to a different person, or other abuse or reproductions, copies or counterfeits of any ticket are in circulation.
We offer a range of methods to get your tickets. The particular options offered for your booking may differ depending on various factors, including ticket type, train operator, method of purchase and whether or not there is sufficient time to reliably post your tickets.
Post: Please note that we do not currently offer a postal fulfilment system for tickets purchased via the Booking Service.
Collecting tickets at the station: For many bookings we allow you to collect tickets from a range of stations. You must allow sufficient time to collect your tickets before boarding the train. You must have your ticket collection reference, and (unless stated otherwise) the credit/debit card used to make the purchase as identification. You should note any special collection instructions given during the booking process, for example the station opening hours.
If you are unable to collect your tickets (for example due to the ticket machine(s) being out of service) then you should contact the station staff for further assistance. If there are no staff at the station, you should board your booked train, and make yourself known to the on-train staff at the earliest possible opportunity.
E-ticket / print@home: Other train companies whose tickets can be purchased through the Booking Service may offer you the opportunity to print your own ticket. South West Trains does not provide this facility for its services. It is your responsibility to ensure you check the relevant train operator’s terms and conditions when intending to travel on a print@home ticket. South West Trains accepts no liability if you are preventing from travelling due to a failure to comply with these terms.
Notwithstanding this, we would recommend that you ensure that you print the ticket clearly on A4 paper and carry the ticket with you when you travel.
For identification purposes, we would also recommend that that you carry the credit/debit card used to make the booking (If tickets have been booked for more than one passenger, all passengers should travel together and the lead passenger must carry the credit/debit card used to make the booking).
Some train operating companies apply additional restrictions to the use of e-ticket / print@home – you must note any additional restrictions notified during the booking process.
M-tickets / Mobile tickets: Other train companies whose tickets can be purchased through the Booking Service may offer you the opportunity to travel with paperless tickets delivered to your mobile phone (“M-tickets”). South West Trains does not provide this facility for its services. It is your responsibility to ensure you check the relevant train operator’s terms and conditions when intending to travel on an M-ticket. South West Trains accepts no liability if you are preventing from travelling due to a failure to comply with these terms.
When booking such tickets via the Website, you must check that your mobile phone is compatible with our tickets by downloading a test ticket where indicated prior to purchase.
It is your responsibility to ensure that you carry your mobile phone on the relevant journey and that your phone is charged, functional and that you are able to display the ticket for inspection when you travel.
Due to the wide variety of mobile phone handsets and networks we are unable to offer technical support or assistance.
You may incur data usage charges from your mobile phone operator for downloading a ticket. You should check with your network provider as to what charges may apply.
For identification purposes we would recommend that you carry the credit/debit card used to make the booking (If tickets have been booked for more than one passenger, all passengers should travel together and the lead passenger must carry the credit/debit card used to make the booking).
We shall not provide duplicate or replacement tickets. The ticket must be stored on your mobile phone until the date and time of travel and such safekeeping shall be your responsibility. M-Tickets are non-transferable.
By purchasing a M-Ticket, you agree to cooperate with the train inspector and let him/her clearly view the ticket on your mobile phone and you acknowledge that you may be requested to hand over your mobile phone voluntarily for inspection. If you do not produce your ticket or hand over your mobile phone upon a request to do so by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket.
Some train operating companies apply additional restrictions to the use of M-Tickets – you must note any additional restrictions notified during the booking process.
Smartcard: The Booking Service can be used to purchase season tickets that are available via Smartcard. The full terms and conditions for the use of Smartcards are available here.
If you are using an existing Smartcard you must ensure that you correctly enter your Smartcard reference number – we cannot amend this after payment has occurred.
You must carry your Smartcard with you when you travel.
You must ensure that you validate your Smartcard at the start and end of your journey by using either the stand alone validators or ticket barriers as applicable.
Some train companies apply additional restrictions to the use of Smartcards – you must note any additional restrictions notified during the booking process.
Whether tickets can be amended and/or cancelled and refunded is determined by the ticket type and these are decided by the train operating companies offering you the fare. We recommend you check these when booking your ticket to ensure you are buying a ticket which meets your requirements.
If you want to amend the date and time of your booking, and your ticket is amendable, you can make an application for change by telephoning 0870 906 6649. Unless the change is required due to our breach of these terms or our negligence, a charge will apply per ticket for all changes as stipulated in the ticket terms and conditions. Unfortunately, even where amendment to the date and time of travel is possible, we cannot change the stations you chose to travel between.
If you want to cancel your booking and your ticket is refundable, you can make an application for a refund online or by telephoning 0870 906 6649. We will (unless the cancellation/refund is required due to our breach of these terms or our negligence) charge you a refund fee per ticket to process a cancellation or refund. Please note that that where a refund is made it shall be for the ticket price only, and any associated booking fees are non-refundable.
The level of fees for changes and refunds are generally determined by the train operating companies. The current fees are shown in the ticket terms and conditions available in the booking process.
If you think that we have sent you a wrong ticket or have otherwise made an error in taking or processing your ticket booking, please contact us by telephoning 0870 906 6649 and in the event we agree that we have made an error in the booking, we shall issue a replacement ticket or otherwise address the error in our discretion as we consider appropriate given the circumstances.
We endeavour to process your request within 28 days of receipt of your application. If your refund is approved, we will process your payment back onto the card used to make the purchase (minus our £10 administration fee if applicable). It may take up to 5 working days for a credit to appear on your statement.
Please note that you will be responsible for the cost of returning any unused, cancelled, exchanged or refunded tickets to us should we require you to do so.
We shall not be obliged to change, cancel, replace or refund a ticket where we have reason to believe that it is being done so fraudulently.
If the service on which you have booked to travel is cancelled or severely disrupted you may be entitled to compensation or a refund.
We will use reasonable care and skill to carry out the ticket retailing services contained in the Booking Service within a reasonable time, in accordance with these terms. We do not make any other promises and no other promises shall apply in respect of the information, products, and/or services contained on the Booking Service.
Please note that we are not responsible for any loss or damage which you suffer in relation to the provision of transport services under tickets purchased through the Booking Service (including any delays, cancellation or disruption to train services). The National Rail Conditions of Carriage and any further terms and conditions imposed by the relevant train operating company will apply to any transport services provided to you in accordance with tickets booked through the Booking Service, and you should read such terms and conditions carefully.
Where you are an individual using the Booking Service for your own personal purposes and not in the course of a business, we will pay for all reasonable and foreseeable direct costs which you incur in relation to the provision of tickets by us, and which are directly caused as a result of our negligence or a breach of any of these terms by us and which you could not have avoided or reduced by taking reasonable steps. If we fail to deliver any tickets to you for any reason within our control within a reasonable time prior to your departure time, any re-imbursement made by us of the costs of a replacement ticket or an alternative journey by train shall be no more than the cost of the nearest equivalent ticket purchased on the train or at the station.
We are not responsible for losses that result from, but are not directly caused by, any breach of these terms and conditions, or that are not reasonable or foreseeable by you and us (such as loss of profits or opportunity) even if we are made aware of the possibility of such losses. Our liability shall not, in any event, include losses related to any business of yours, such as lost data, lost profits or business interruption.
Where you are using this Booking Service in the course of a business, we will be liable for any reasonable and foreseeable direct costs you incur which are caused as a result of our negligence or a breach of these terms up to a limit of the value of the relevant ticket(s) purchased by you, which costs could not have been reduced or avoided by you taking reasonable steps. We will in no circumstances pay or be responsible for any loss of profit, loss of opportunity, loss of business, loss of revenue, wasted time, wasted costs, indirect, incidental, or consequential loss arising out of or in any way connected with the use of this Booking Service or with the delay or inability to use this Booking Service, or for any information, products, and services obtained through this Booking Service, or otherwise arising out of the use of this Booking Service.
Nothing in these terms limits our liability for death or personal injury directly caused by us.
South West Trains is not responsible or liable for any wrongful act or omission on the part of any third party suppliers of products, services or content which may link from the Booking Service, or for any of the content of their websites, including but not limited to any product liability claims.
We may change these terms from time to time. When we do so, we will publish the new version on the Website. Each new version will take effect from the time it is first published on the Website, and from then on will apply to you. However, any changes will not affect existing terms accepted by you when making a reservation or purchase through this Booking Service.
These terms are intended by us to set out the whole agreement between us and you and any prior communications between us are not included in this agreement. We recommend that you read them carefully to protect your own interests. If you do not think they set out the whole agreement between us, please make sure you ask for any additional terms to be put in writing prior to making any transaction. In that way we can avoid any problems surrounding what you expect us to do. We cannot accept any liability for any reliance placed by you on any statement or representation on this Booking Service, whether made by us or a third party, except to the extent a statement or representation on this Booking Service is made negligently by us.
If any of these terms are found to be invalid by a court or at law then the remainder of these terms shall continue to apply to the extent that they still make sense without the unenforceable term(s).
The prices quoted on this Booking Service are in pounds sterling. If you choose to pay for your ticket using a foreign credit or debit card, you will be responsible for the exchange rate and you are advised that changes to your ticket or refunds may be affected by such exchange rate.
You agree that no joint venture, partnership, employment, or agency relationship exists between you and us as a result of these terms or your use of this Booking Service.
Neither you nor we intend any third party to be able to enforce any of these terms pursuant to the Contracts (Rights of Third Parties) Act 1999.
You and we agree that English law applies to these terms and conditions and that any dispute between us regarding the Booking Service or arising out of or in connection with these terms and conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there.
Some areas of the Website and App require you to actively submit information in order for you to benefit from specific features, or make ticket bookings. Some of this information may be personal (namely, information that can identify you, such as your name, address or phone number). We only collect such information when you choose to supply it to us. You confirm that you will only enter information about yourself and that such information is true.
We may collect and process anonymous information about your use of the Booking Service, such as some of the pages you visit and some of the searches you perform. Such information is used by us to help us improve the contents of the site and to compile, for internal market research purposes, aggregate statistics about individuals using it.
(a) “per-session cookies” are used while you are visiting the Booking Service to keep track of your progress through the booking process. These do not store any personal information and are deleted when you close your web browser;
With most web browsers it is possible to configure your Internet browser so that it can refuse new cookies, prompt you to accept a cookie or disable cookies altogether. How you do this will depend on the Internet browser you use - however, refusing to accept "per-session cookies" may result in our Website, App and Booking Service not operating correctly. For further details on cookies, we recommend that you visit www.allaboutcookies.org.
We may also use Internet tags in combination with "cookies" on the Booking Service. These tags are placed on both on-line advertisements that bring users to the Booking Service and on different pages of the Booking Service. We use this technology to measure visitor response to our sites and the effectiveness of our advertising campaigns. The third party service provider involved may be able to collect anonymous aggregated data about visitors to other sites because of these Internet tags and cookies, and the servers on which this data is stored may either be located within or outside the EU.
Your personal information submitted to us is used for operational purposes, for example, producing tickets, processing payments or confirming orders, and to personalise your booking experience by using your purchases and browsing activity to make recommendations to you about products and services that we think may be of interest to you.
We may share your personal information (a) with any Train Operating Company that takes over from South West Trains, to use your personal information on the same basis; or (b) with legal or regulatory authorities where we are lawfully requested or required to do so, or voluntarily to the Police and similar law enforcement agencies (including fraud prevention and detection), other government agencies or third parties.
We take the security of your data very seriously. We employ physical, electronic and administrative security measures to protect the information that we collect about you from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. You acknowledge and agree that we shall not be responsible for any unauthorised use, distribution, damage or destruction of personal data, except to the extent we are required to accept such responsibility by the data protection laws.
You are entitled to see the personal information we hold about you and may obtain these details by writing to us at: South West Trains, Overline House, Southampton, SO15 1GW. We are entitled by law to charge an administrative fee to meet our costs in providing you with such details and we may require proof of your identity before we supply the information to you.
This Website is provided by Stagecoach South Western Trains Limited (“South West Trains”, “we” or “us”). By using the Website you agree to the terms and conditions set out below (the "terms"). If you do not agree with these terms, you must not use the Website or Booking Service. This Usage Policy supplements our Terms and Conditions.
You agree to use the Website only for lawful purposes, and in a way that does not infringe the rights of, restrict or inhibit anyone else's use of the Website. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, products or services obtained from this Website.
If you do not comply, or if we reasonably suspect that you are not complying, with these terms, we may block your access (either temporarily or permanently) to the Website.
By submitting the offer sign up form, you are agreeing to receive communications from South West Trains or any successor operator of South West Trains and that information arising from this consent may be processed by South West Trains, or any successor operator of South West Trains and that this information may be processed and shared with the Department for Transport.
All contents of this Website, including any software, are protected by copyright, database right and other intellectual property rights. Nothing contained in these terms shall be construed as conferring any licence or right to use any trade mark, design right or copyright of ours or of any other third party.
You may not reproduce any part of the Website in any form unless we agree in writing in advance, except as necessary to use the Booking Service in accordance with these terms or to keep a record of a transaction between you and us. You may not create a hypertext link to the Website or "iframe" the Website unless we agree in writing in advance. Use of any automated system or software to extract data from the Website (including screen scraping or account aggregation) is prohibited.
While we try to ensure that all content provided by us is correct at the time of publication, certain information is compiled and provided by third parties, and no responsibility is accepted by us or on our behalf for any errors, omissions or inaccurate content on the Website. If you believe that you have noticed an error, please write to us to let us know.
We take measures to keep this Website free from computer viruses and other malicious programs. However, we cannot accept responsibility for any computer viruses or other malicious programs which are transmitted to your computer as a result of your use of this Website or a third party website, unless this was due to our negligence or a breach of these terms by us. You acknowledge that it is your responsibility to implement sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the accuracy of data input and output.
We cannot guarantee the availability of the Website. As with any service over the Internet there are factors over which we have no control, for which we cannot accept liability. You agree that we may take the Website or Booking Service offline where we consider that this is necessary for routine or emergency maintenance without liability to you.
To the extent permitted by law, we exclude all representations and warranties (whether express or implied by law), including the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. We do not guarantee the timeliness, completeness or performance of the Website or Booking Service or any of the content.
Nothing in these terms limits our liability for death or personal injury directly caused by us.
All third party suppliers of products, services or content which we link to from the Website or within the Booking Service, are independent entities and we are not responsible or liable for any wrongful act or omission on their part or for any of the content of their websites, including but not limited to any product liability claims. You should read the terms and conditions of any third party suppliers website carefully.
More rail information available from www.nationalrail.co.uk.