Review Time
Today I am submitting my third formal complaint regarding South Western Railway and the conduct of its staff. The fact that I feel compelled to complain yet again speaks volumes about the declining standards of customer service on your services.
On the 17:55 South Western Railway service from Fratton to London Waterloo, I experienced unacceptable and hostile behaviour from a ticket inspector named Kallum.
When I boarded the train, it was not busy. I initially sat at a six-seater by the window and placed my handbag and a gift bag on two of the seats. I then temporarily moved two aisle rows away to a two-seater with a table so that I could finish applying press-on nails and tidy my makeup. I was within clear sight and close proximity of my belongings at all times. I had every intention of returning to my original seat within approximately five minutes.
Kallum approached me in what I can only describe as an unnecessarily hostile and confrontational manner. After checking my valid ticket, he questioned whether the items on the six-seater were mine. I calmly confirmed that they were and explained that I would be returning to that seat momentarily. Despite this, he instructed me to move my belongings immediately or he would remove them and place them in lost property.
This threat was entirely disproportionate. My items were clearly not lost. They consisted of a visible gift bag with clothing and a handbag. There was nothing unattended in a suspicious manner, and I was seated only two aisle rows away. I explained I would be finished within minutes. Nevertheless, he proceeded to remove my belongings and place them in the overhead storage without my consent, claiming they were occupying “eight seats across the train,” which was factually incorrect.
Approximately two minutes later, I returned to my original seat and retrieved my belongings. I then approached Kallum to request his name, as I intended to make a complaint regarding his conduct. Instead of responding professionally, he immediately became defensive and questioned why I “needed” his name, implying that I had no right to complain. He further stated that this was “his train” and that I was “lucky” he had not moved my belongings to lost property. Most concerningly, he stated that next time he would throw my belongings onto the platform.
This statement was made audibly in front of other passengers and was both inappropriate and deeply unprofessional. A paying customer should never be threatened, belittled, or publicly embarrassed for a minor seating issue — particularly when the train was not full and when I was in close proximity to my belongings.
At no stage was I aggressive, disruptive, or refusing to comply. I simply questioned the proportionality of his actions. Instead of de-escalating the situation, Kallum escalated it, adopted a possessive and authoritative tone (“his train”), and attempted to intimidate me for asserting my right to complain.
I would like to understand:
Is it South Western Railway policy to threaten customers with disposal of their belongings?
Is it company policy for staff to challenge a passenger’s right to make a complaint?
Is it considered acceptable for staff to create a public spectacle over a minor seating matter?
This incident reflects extremely poorly on South Western Railway. I regularly use other operators, including West Midlands Railway and Avanti, and have not encountered this level of hostility or dismissiveness from their staff. The contrast in customer treatment is stark.
I expect:
A full investigation of this incident (CCTV should be reviewed).
Clarification of staff policy regarding passenger belongings and lost property.
Confirmation of what action will be taken to address this conduct.
I am a fare-paying passenger and expect to be treated with basic dignity and respect. This level of hostility from staff is unacceptable and continues to damage confidence in your service.
I look forward to your formal response.
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.
Simply Awful
Unreliable
Untrustworthy
Never on time
A Shambolic Disconnection with Customers
Questions 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
I am quite astonished by the negative reviews I’ve seen. I traveled recently from a town in Hampshire to a location in Dorset, changing trains in Woking. The staff member at my departure station helped me with my luggage, inquired about my destination, and assured me he would assist me upon arrival in Woking. He did just that. Upon reaching Woking, I approached two staff members for help with my luggage. They were incredibly accommodating, checked my travel details, and informed the guard on the train that I would need assistance in my final destination. When the train arrived, they ensured my luggage was placed in the first-class carriage. Even after I mentioned I didn’t have a first-class ticket, they simply smiled and wished me a safe journey. The guard promptly checked on me, confirming my need for assistance, and offered to handle my luggage at my arrival station. I wholeheartedly recommend this service and the staff involved. They are always ready to help if you ask. This experience has boosted my confidence to travel more frequently, and I have shared my positive experience with everyone since my return.
I was genuinely astonished to read some of the reviews. I traveled recently from a town in Hampshire to one in Dorset, changing trains in another town. The guard at my departure station helped me with my luggage and assured me he would assist me at the next stop. Upon arrival, I asked two staff members for help, and they were eager to assist, contacting the guard to ensure I had support at my destination. When I arrived, they even placed my bag in a first-class carriage, and when I mentioned my ticket was for standard class, they simply smiled and wished me well. The guard promptly checked on me and confirmed he would help with my luggage at my final stop. I highly recommend this service; the staff is very willing to help. This experience has boosted my confidence to travel more frequently, and I've shared my positive experience with everyone I've spoken to since.
Regrettably, I have to rate this company with one star, as zero isn't an option. Their service is appalling. Every journey feels like a struggle; delays are the norm. There are always excuses—whether it's a shortage of drivers or signal failures. It's rare to have a timely journey. This company should be replaced; they cause significant stress to many travelers. They seem indifferent to improvement. A truly dreadful service and a complete embarrassment.
I haven't even traveled yet and I'm already giving one star. The website is clunky and poorly designed for ticket purchases. I attempted to buy two tickets, one with a discount card and one without, but both ended up being processed incorrectly. I struggled to resolve this online and ended up calling their support team. They required me to send a photo of the tickets cut in half for a refund, which I did from an email address they had verified. However, they failed to inform me that they don't accept emails from my provider due to past issues. Their systems and processes make everything unnecessarily complicated. This all happened before I'd even boarded the train.
I have great disdain for this transport company. It's truly a dreadful experience. Cancellations are a daily occurrence, forcing me to spend a lot on taxis. They should be ashamed. There's always an excuse for cancellations. It's utterly pathetic.
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