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You are here: Home > Your journey > Customer services > Frequently asked questions

Frequently asked questions

Here are some questions we are asked most often.

1. How do I buy tickets?

We sell tickets for rail journeys throughout Great Britain. As well as our regular fares and season tickets, we have railcards and special deals available.

Find out more

2. When is my station’s ticket office open?

Check your station's ticket office opening times

3. How can I plan my journey?

You can download our timetables, plan future journeys at www.nationalrail.co.uk, get automatic live alerts or download our Southern OnTrack app.

Find out more

4. How can I make a comment, complaint or suggestion?

You can get in touch by calling, emailing, completing an online feedback form or even by tweeting us.

Find out more

5. Will improvement works affect my journey?

You can check our improvement works section to see if planned work may affect your journey. You can also check our live running information for the latest updates.

Southern live running

Great Northern live running

Thameslink live running

6. Can I use my Oyster card on your trains?

You can use Oyster season tickets or Oyster pay as you go (PAYG) on our trains for journeys within the valid zones.

Find out more

7. Can I save money with a season ticket?

If you make the same peak time journey on 3 or more days a week, you can save lots with a season ticket.

Find out more

8. What can I do if my season ticket is lost, stolen or damaged?

Lost or stolen tickets can be replaced at your local ticket office - subject to terms and conditions. Damaged tickets are normally replaced free of charge.

Find out more

9. What is a penalty fare?

You must have a valid ticket (or permit to travel) for your journey. If you travel on a train without a ticket, you may have to pay a penalty fare.

Find out more