South West Trains Reviews

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Latest Reviews

★☆☆☆☆

“Worst Service in England”

Written on: 23/07/2014 by 2Hooper (1 review written)

South west trains is an appalling train service. The services they run are appalling, and the staff are seldom helpful. I take SWT to work and due to the irregularity of train times and poor service to stations, I arrive to work 40 minutes early with a 25 minute wait between changes. I only spend 11 minutes on the train. I have given SWT 1 star because there isn't a way of giving them 0… Read Full Review

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★☆☆☆☆

“Bad customer service ”

Written on: 30/05/2014 by Drakewk46 (1 review written)

Very bad customer service with staff that don't speak and understand proper English and are very rude. Southwest trains refund procedure is also extremely inflexible. Will take the car next time!… Read Full Review

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★☆☆☆☆

“Roller Coaster Ride”

Written on: 01/05/2014 by LisaJW (1 review written)

My mother regularly comes down to see me on the Isle of Wight from London as I am disabled and the journey usually isn't a notable experience except for the one coming down last weekend from Victoria to Portsmouth. She said the carriage was scarily rocking from side to side so much that people had difficulty standing or walking to the loo, she herself wrenched her back trying to hold on and could hardly walk the next day. She told me the train was going at a tremendous speed of the like she has… Read Full Review

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★☆☆☆☆

“Customer Service Staff cannot speak or understand English”

Written on: 24/04/2014 by Dolan226 (1 review written)

My son is starting 6th form and I just wanted to find out the cost of a weekly/monthly ticket with the Surrey student discount card. A simple question which is still unanswered after 3 emails and one telephone call to SWT Customer Services. They cannot understand basic English on the telephone and their email replies are written in pigeon English which avoid answering my simple question. You couldn't make it up. … Read Full Review

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★☆☆☆☆

“Worse service record than 3rd world operators!”

Written on: 23/01/2014

The service between Poole / Bournemouth and London is about the worst I'm ever experienced. I travel this route on a daily basis and 8 out of 10 times the train has a delay of anything from 10 min to over 2 hours. The operators have a total disregard to providing any updates and as for their boom operators/controllers at the BMH station well most are m... I will leave the rest to your judgement. Considering that this is a high revenue generating route with some large corporates staff members… Read Full Review

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★☆☆☆☆

“Unhelpful and concerned with any customers problems”

Written on: 22/01/2014 by Dayzeeleigh123 (1 review written)

I'd like to say that my recent experience with the service and one staff member in particular at surbiton station was terrible! The blonde lady on the ticket desk refused to help me, I'd just paid 13.90 for a return ticket and someone else had taken my return ticket. I asked giving her the card receipt and first part of the ticket if she could reprint. They don't have the facilities apparently...don't understand the point of a receipt then. Surely this must happen to other people and if you… Read Full Review

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★☆☆☆☆

“Terrible service, regardless passengers' safety”

Written on: 18/12/2013

We were on a busy train from London Waterloo to Portsmouth this evening. When we were about to get off the train in Woking, the door closed in front of me. A gentleman tried to stop the door for me and his hand was stuck in the door! We tried to get some attention by knocking the window but the train started to drive. We were so concerned about the gentleman's hand and therefore pull the emergency door release bar to stop the train. The train stopped, as no one came to check which carriage… Read Full Review

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★★★★☆

“Good service”

Written on: 19/10/2013 by Susiejones80 (39 reviews written)

I can't believe there are so many bad reviews on this train service. Perhaps my positive feedback stems from the fact that I am South African and I have only had great experiences with South West Trains? It's a form of transportation that is well maintained, considering the massed that use it. The staff are always available. I have never felt threatened or unsafe. As for the bumpy ride... how are they going to make it smoother? Yes they can install shock absorbents,but that would mean to… Read Full Review

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★☆☆☆☆

“More inefficient than immanginable”

Written on: 12/10/2013

This Saturday Afternoon, we were standing at Waterloo Station waiting for a train to Windsor. Two minutes before the train was about to leave, they finally put up which platform it was to leave from. Every ticket gate in the area of the platform save for one was set for exiting, so leaving over about two hundred people trying to squeeze through one ticket gate. Some had passes and needed staff, but the staff who had spent the last twenty minutes standing around doing nothing suddenly… Read Full Review

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Spb5's Comment

Written on: 02/12/2013

UNUSABLE

Based on my travel from Basingstoke to London 4 times this year...only one made it on time. Two didn't make it at all (terminated early due to train failure and signal failure), leaving you to get off at Woking or Clapham to take Southern service to Victoria.

Two were over an hour late and one 45 mins late. But when you miss an appointment, and have a plane to catch, and miss the last tube, that is appalling.

It seems particularly bad on Sunday nights, when you really need that last train to get in on time, so you can connect to the last services for early morning flights.....

Twice they trotted out signalling failure.


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★★☆☆☆

“ Bumpy SWT Ride”

Written on: 27/09/2013

I've just one of the bumpiest 50 min train rides I've ever had, being constantly shaken from side to side and bounced. It was the 16:39 from London Waterloo to Basingstoke, in the second coach from the front on 25-Sep-13 Was the track in poor condition, or was the new looking rolling stock at fault? What is the cause, and what will South West Trains or Network Rail do about it? The train I took eaarler, at 08:16, in the opposite direction was very smooth… Read Full Review

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★☆☆☆☆

“just drive instead.”

Written on: 19/07/2013

South West Trains charge a small fortune for tickets. You'd expect clean trains, prompt service and polite staff in exchange. This isn't that case. The trains are late to an extraordinary frequency and are in need of some TLC. Dirty seats are a little too commonplace and rubbish is often found littered across seats. Staff are mostly friendly and helpful enough. That being said, a daily commute (if you can afford it) will undoubtedly lead to unfortunate encounters with rude or incompetent… Read Full Review

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★☆☆☆☆

“lousy rolling stock, hopeless operator”

Written on: 09/07/2013 by KonradRouble (1 review written)

If it isn't hot tracks, then SW trains will ensure something else will hold you up. The 455 carriages are old, dirty, non-air conditioned and slow. Unitl they are forced to refund fares for poor service nothing will change… Read Full Review

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★★★★☆

“Excellent ”

Written on: 16/01/2013

I just come back from Aldershot and i have been travel with south west train its really comfort clean and feel great what else you want when you travel by train. I will defiantly use this service again in near future. Thank You. only the price has been raised ....!… Read Full Review

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★☆☆☆☆

“Uncomfortable trains at premium price!”

Written on: 12/01/2013

Travel on SW Suburban Trains and you will pay eye watering high fares for a low quality of ride. The carriages are often outdated and are not air conditioned. In Summer they are crammed and sweaty . The seats are too narrow and you will be squashed against the passenger sitting next to you if they are anything more than 'slim' . Bizarrely you will see some seats left vacant when passengers decide they would rather stand than get close and personal to a stranger. If you are average height your… Read Full Review

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Dougm1918's Comment

Written on: 10/04/2013

The crowding on SWT Suburban Trains occurs mostly in the morning (c)rush hours. Outside this period they are less crowded and perfectly adequate for journeys between Waterloo and Hampton Court or Windsor for example.

People often prefer to stand so as to be near the exit when the train stops at a ststion. (Every minute counts for some!)

The delayed door opening is a safety feature, the train must be absolutely at a stand with the brakes locked before the door opening sequence of audible warning (for blind or partially sighted passengers) can commence. This is a statuory requirement, not just something SWT thinks of to annoy passengers.

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★★☆☆☆

“Just rude staff”

Written on: 03/11/2012

Try to purchase a ticket and if the person is having a conversation about something completely irrelevant then you may just get ignored. Politely asked if i could purchase a ticket as i was trying to make a train and the rude guy behind the glass told me to "WAIT till i'm ready". SWT always broadcast how we are to be polite and patiant with their staff and how train delays are not their fault. But after being spoken to in such a way for something so simple i may just ignore that and act how he… Read Full Review

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Sa77889's Comment

Written on: 04/07/2014

this appears to be the general attitude of south west trains and not just staff.

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★☆☆☆☆

“ChandlersFord Railway Station”

Written on: 20/04/2012

Tried to purchase tickets to London today to find station is closed when should be open. Phoned South West trains who had no idea why it was closed but phoned back to say that the one member of staff is off sickt and told me it would only get worse as they close more manned stations. Attitude was poor and uncaring, customer care none existant. Unfortunately with no other service provider we have to put up with poor service whilst paying premium prices… Read Full Review

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★★☆☆☆

“Last year I had a frightful journey from Dorchester to...”

Written on: 03/04/2011

Last year I had a frightful journey from Dorchester to Waterloo with South West Trains on one of the hottest days of the summer. There was a lack of planning in regard to staffing at the departure station; the air conditioning was not working properly and no attempt was made to sort this out until Southampton. There was some relief from bottled water being brought on board but this was badly managed. When an alternative train was suggested there was a failure to mention that the journey was… Read Full Review

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★★★★☆

“Up until recently, I used South West Trains to commute...”

Written on: 27/11/2009 by Taylott (173 reviews written)

Up until recently, I used South West Trains to commute to and from work. I had used their service for over 4 years, travelling between Fleet and London Waterloo.

During that time, overall, I was very happy with the service they provided. There were only a few occasions (so few I can't remember specific examples) of when my train was delayed or cancelled. If either occurred, the reason given was usually due to someone messing around on the train line.

The staff in my experience have always… Read Full Review

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★★★★★

“I use South West Trains everyday commuting between...”

Written on: 11/09/2009 by pdowling (3 reviews written)

I use South West Trains everyday commuting between Fleet and Woking.

I also use it a lot at the weekend. Despite the general negative commentary on train companies in the press I have to say that I would struggle to fault them.

I can't remember the last time my train was cancelled and even minor delays have been rare in my experience. The trains are modern, clean and comfortable and the staff typically friendly and polite.

Fares are expensive at peak times but the annual gold card does offer… Read Full Review

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Dougm1918's Response to pdowling's Review

Written on: 10/04/2013

Wait for the new Fleet Station!

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★★★★☆

“South West Trains operate out of London Waterloo and...”

Written on: 28/04/2009 by speakout (86 reviews written)

South West Trains operate out of London Waterloo and they have come a long way from operating the slam door trains that used to be in operation about 7/8 years ago now. The old trains used to be fun but were hell at peak traffic hours with no air conditioning, very little standing room in the carriages and I remember having to pile into the guard's carriage with bikes but those days are now thankfully gone.

The new rolling stock run by South West Trains is very comfortable and sports the new… Read Full Review

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