I was denied access to the train station and I had to purchase another ticket
I was travelling from Yeovil to Lawrence hill and I had a valid ticket. My journey involved changing train to Salisbury. I caught the first train in Yeovil at 15.31 and arrived in Salisbury around 17.30. My next train to Bristol was the Cardiff central scheduled at 17.46 so I have asked the lady at the entrance gate if I could get out the station for a cigarette and come back. After checking my ticket she agreed to let me go out. Upon my return, the person who let me out wasn’t there, instead there was another assistant, so I asked him to let me. He checked my ticket and said that my ticket wasn’t valid and I had no right to access the station without a valid ticket. I objected and explained him the situation again but he just kept saying I did not have a valid ticket. I went to the ticket office and Jon, the assistant, repeated the same thing and basically forced me to pay for a new ticket if I wanted to board the train. I despite having a valid open return ticket I had to purchase another ticket. I am utterly appalled by the poor customer service I have received, both the station assistants stopped to listen to me and kept challenging me in an unprofessional manner. They did not even checked the train journey I had been shown on GWR website and I had to ask the assistant to stop challenging me because it was making me uncomfortable.
Kat
Horrendous
Horrendous. On so many levels. Clearly no one cares.
Neil
Cancelled, Delayed and Cancelled Again
I'm so unbelievably fed up of this company. I am all for nationalisation as I follow a socialist political mindset, however SWR has been absolutely shocking since this happened. The amount of trains that are delayed or cancelled has to be a record high now. One train this morning arrives 20 minutes late, only to not be stopping at any stations between Malden Manor and Waterloo. Luckily I'm never normally late when trains are (regularly) delayed or cancelled, but I really feel for those who have probably been told off by their bosses because of these delays. Also, the Arterio carriages are shambolic - if you're taller than 4 foot 3" you're gonna struggle with leg room.
Teddy Fanghanel-Phipps
Absolutely terrible.
The only reason they still operate is because people rely on their trains. If there was another choice than taking the train for these journeys, SWR wouldn't last a day.They're overpriced, poorly staffed (the staff are lovely, but there's none of them).If you go on the London to Reading train, good luck using the loo, they're always closed, which I think is disgusting for a 1 hour+ train. I haven't got a single good thing to say about this company, other than they run a service which I unfortunately have to rely on sometimes so don't have another viable option.If I could, I'd walk over glass the whole way rather than take this train.
Toby
RUDE CLASSIT PATRONISING STAFF
I am once again sending another serious complaint regarding your costumer service or rather lack there of. Your revenue enforcement officer RICHARD has NO RIGHT to speak to me patronisingly regarding any misunderstanding. He has NO RIGHT to cut me off mid sentence or to speak to me with such disdain and condescendence. This happened on the delayed 11:13 SWR service from Cosham to London Waterloo. ALL COSTUMERS deserve respect regardless of any uprising issues. If this is not part of your company policy then I suggest you make it very clear so we all know where we can and can’t buy our transport services. I will once again be writing another negative review on all the relevant platforms until this company gets itself together. Shameless classists.
Chrxstxanah
Simply Awful
Simply Awful Unreliable Untrustworthy Never on timeA Shambolic Disconnection with CustomersQuestions about Senior Management and Network Rail.South West Trains doesn’t function in a respectful way for its customers Dismantle this dysfunctional nightmare and start again with a new business model
exton
A really awful railway service overall
A really awful railway service overall. Consistently delayed or cancelled, worse pricing than buses, and their customer support is shocking. They demand so much proof, and even refused to refund a train ticket delayed by 50 minutes. Absolutely appalling.
Patrick
Deliberately frustrating
Deliberately frustrating and long winded forms, a website that takes you back to the start so feels like you’re getting nowhere. It sounds like a great idea but clearly designed to get you to give up. Appalling really!
Hellen Barnes
Ferry 20mins early
Ferry 20mins early, but can’t get on the earlier train because my ticket states the next train, it was half empty. Customer service and SWR are polar opposites 😔😔
Mr A
Terrible Service
Purchased two first class tickets. Not only do they not offer any complimentary drinks but really shocked to find there isn't even a buffet to buy a drink!! The carriage is also cold. POOR SERVICE SWR!Will never waste my money on SWR again.
Gaynor Monks
Friendly and professional assistance.
I travelled to Gatwick airport on 21st Jan and returned on 31st Jan and used the assistance for my age and heavy suitcase. Brilliant service both ways especially at Clapham junction where I had to change to southern trains for Gatwick. Worked like clockwork and lovely operatives.
Mrs Shirley Macey
Zero Stars.
If I could give no stars, I would.Consistently one of the worst rail franchises currently in operation. Their recent re-nationalisation hasn't improved the situation. If anything, it's worse.I'm a regular commuter into London (from zone 4) and trains are routinely cancelled and delayed at the last minute. The last few weeks alone I've had to alter my commuting plans and use their delay repay service multiple times.This is not a service.If I don't work, I don't get paid. Perhaps SWR should extend that practice to their own staff.
Paul
No female toilets and all toilets currently out of use!!
South Western Railway decided to remove the female communal toilet space at Southampton Central Station, and has created a narrow dead-end hallway with single toilet rooms, which creates assault risks for females. Female parents who are looking after children, and need a space where their 8 year old child can wait outside the cubicle in a female area, while the mother attends to her personal hygiene. Now the child either has to wait alone the main station area (unsafe) or be in small contained toilet room while her mother is dealing with her period. They say that as they upgrade other station toilets, they are going to do the same there. Also all the toilets have been out of use at Southampton Station for days. I would guess that the plumbing design for the toilets there is contributing to the closure of all the toilets at that station. It's really appalling that a major station doesn't have available working toilets, one could have to be at the station quite early due to transport connections and really need a toilet. And it is now publicly owned, they really need to step up!
HMorrison
A complete failure
One by one, trains were canceled, and the next train was delayed by nearly 40 minutes and not guaranteed at all. My wife lost nearly two hours at the cold Woking station, and I lost two hours of travel and fuel. And no refund as delayed train reached Woking station before me. SWR you are a failure
Lukasz Jaskiewicz
i went to Southampton on the 18th…
i went to Southampton on the 18th January 2026 and named person from Southampton central station member of staff put a rubbish bag over my head i have reported it to south western railway but no response and i reported it to btp but not receive conformation on them yet and south western railway told me today at 14:54 that they just reopened the case so all this time they closed the case without telling me and no apologise or compensate me at all.
Dean Williams
Worst Trainline in the uk
Trains from Waterloo are consistently delayed, crowded and overpriced
Liam Wheaton
Endless delay
As usual rubbish! Simple train journey from Petersfield to London Waterloo. Signal issue, always something! Delayed by over 30 minutes, still not arrived to Waterloo. Guard just says now compensation claimable for “delay repay” but after so many years travelling, THE issue is how lousy this pathetic service continues to be and nothing ever improves! Sort it out!!!
Martin Lewis
Just had a lovely conversation with the…
Just had a lovely conversation with the ticket inspector about Southampton uni which really made me and my brothers days. Didn't get his name sadly but it was on the 11.35am train to Weymouth today.
Nathan
Physically restrained!
I was physically grabbed and restrained by a MAST security guard contracted by South Western Railway over a 26–30 Railcard ticket issue. I am a 5ft 3 young woman, and SWT later told me this was “minimal and proportionate force.” SWT has access to body-worn camera footage, CCTV at the station, and statements from other staff members who had to ask the guard to let me go, yet they have still chosen to accept no responsibility for how I was treated. They could not even offer an apology for leaving me feeling unsafe at my own local station, due to the actions of someone they employ.No ticket dispute justifies physically handling a passenger. What’s just as troubling is how my complaint was handled — dismissive and defensive, focused on protecting the company rather than acknowledging harm.I’m sharing this to raise awareness. If this is considered acceptable conduct, passengers should be concerned. People deserve to feel safe, respected, and heard on public transport.
Ann
Service from SWR
I am a season ticket holder wirh SWR but often wonder should I travel a bit further into london and get the tube. Their services are often delayed or cancelled so they do not need to pay the penalty or compensation. I feel for the majority of their staff, who are good and have to deal with the complaints. To finish off all I can say is that the cost to travel on swr is extortionate compared to the service
Bally
