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Customer services

Electronic cigarettes

From 26th July electronic cigarette devices may not be used on our trains or at our stations. This brings Southern and Gatwick Express into line with Thameslink and Great Northern, who we will join in July as part of the Govia Thameslink Railway franchise (GTR) franchise.

How to contact Southern

For information on which team to contact please visit our Contact us page.

Your questions

Can’t find the information you are looking for? Try our frequently asked questions section.

Frequently asked questions

Have you received good service?

If you have received great service from a member of staff you can send us your comments, and nominate them for an excellence award. Nomination forms are available at most stations or you can download one below. You can also email or use our online form to recognise our staff for providing excellent customer service.

Online form: Customer service praise form

Email: staff.excellence@southernrailway.com

PDF Staff excellence nomination form (469KB)

If you have any feedback

If you want to give us any feedback you can email us at: comments@southernrailway.com

Alternatively, the following organisations can be contacted:

For journeys outside the London area contact Transport Focus on 0300 123 2350

Transport Focus
FREEPOST (RTEH-XAGE-BYKZ)
Transport Focus
PO Box 5594
Southend on Sea
SS1 9PZ

For journeys within the London area contact London Travelwatch on 020 3176 2999

London Travelwatch
169 Union Street
London
SE1 0LL


 

You can also download our complaints document below, for information on how to contact us.

PDF Southern complaints document (160KB)