“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 on my work commute, 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.”
“Paid for first class from Salisbury to London. Only 3 coaches so passengers standing. Ist class declassified, so became area for groups standing and talking loudly. What's the point of paying extra!”
“Would give 0 stars if I could, I've been traveling on SWR for 4 years and it's truly a miracle when the journey goes smoothly. The rest of the time it's cancelled trains with rail replacement busses, random delays, missing drivers, signaling issues and a 10% chance at best that you'll make it to your destination on time. Going to start taking the X3 Bus purely to avoid having to use this shocking excuse for a train line”
“Heading away on our holiday our
normal route was disrupted, so we had to use Southwest trains was concerned after seeing reviews but can’t express how great the experience was especially the guard Mr David Smith who was very professional checking Tickets with and rail cards in a professional friendly manner also entertaining and enlightening at every stop announcing clearly what was going on on the line? Will be definitely using this service again such a happy experience to meet somebody who actually seem to care about not just us but other travellers excellent service and trains were on time thank you again Southwest trains and David smith made our journey pleasurable! And made a point of wishing us a happy wedding anniversary made our day!”
“I would give it 0 stars if it were an option. I absolutely cannot stand this service. From constant delays to rude money grabbing staff/practices. Disgusting and an overhaul is much needed.”
“14 of us went from Totton to Weymouth and back today. We required travel assistance for Sue with her electric wheelchair. Needless to say the service, as per our last journey, was first class. Nothing was too much trouble and what makes it extra special is their attitude. Happy to help with a smiling face plus a chat whilst waiting for the connecting train. What more can you ask for.”
“I have a very bad experience with south western railways, as I purchased two tickets in advance and unfortunately due to some emergency couldn’t use those tickets, asked for a refund and they rejected and give me the reason of 28 days policy where I found it not right!
If someone is not aware of refund policy, they should still help the customer exceptionally and not just reject their refund request.
As the cost of living is rising ridiculously and on the top of it they are not refunding customers for their unused ticket is not fair at all.
I gave a Zero star for their customer service as they are not helpful at all.”
“I'm on train from Reading to Clapham Junction, 12 noon on Monday 18 August 2025.
Your train manager Peta, she's the friendliest most helpful I've EVER ENCOUNTERED in years of travel, all over the world.
She greets passengers, has said good Monday morning (few respond) had provided helpful information at each stop.
This ride has been a gem!!!”
“I am writing this review because of the fantastic assistance I was given by a member of staff at Waterloo Station on Tuesday 1ST July around 3.15pm. I had travelled down from Scotland and was en route to Hampton Court when I became quite stressed due to the heat and my train delay. I am a lady of mature years and was frightened that I was going to faint when I asked a member of staff if he could help. He immediately accessed me some water and stayed with me until my train arrived and put me on it. I honestly don't know what I would have done without his help and asked for his name, so Zack de Nobrega thank you so much for your help. He is an asset go your train company.
Sheila Simpson
Edinburgh”
“This is on behalf of the 21 of us who travelled from Totton to Poole yesterday especially Sue in her electric wheelchair. From making the first phone call in the morning to request assisted travel up until the time we came home last night the service was first class. Everyone involved were so helpful and made our day extra special. We don't know their names but would like to say a big thankyou to them and that their help was much appreciated. They are a credit to your company.”
“Mark helped me a lot in a very professional way to find the directions. As a pregnant woman I must say Mark provides me the best passenger service. God bless him. Thank you!”
“I had such a frustrating experience with this train company. The train was completely empty, yet the staff member still made us get off for no good reason. It felt like pure ego and power play rather than anything logical. As a result, we had to wait another 30 minutes for the next train going the exact same way — on a Sunday, when everything was quiet. It was totally unnecessary and made no sense. After looking online, it’s clear this company has a pattern of poor treatment and zero regard for passengers. Maybe one day they’ll teach their employees about basic customer service instead of letting them act like they’re above everyone else.”
“Paid 1st class as a treat to myself as just retired & assumed refreshments would be supplied. None. Had to leave my seat in carriage 8 at Salisbury due to removing carriages 7 & 8.With all luggage, walk up the train three carriages to find another 1st class seat.
No buffet, trolley services or aircon (27 degrees today) on a 4 hour journey from King's Cross to Exeter.
Told at information no service since covid, that was years ago. No excuse now. Such a let down. No staff in sight. No notification at King's Cross not to use carriage 8 if going past Salisbury!!! Why not??? Simply lazy customer service.
Earlier train LNER from Grantham to King's Cross 5 star. Trolley service & waitress FREE coffee, alcohol, soft drinks, hot lunch menu, crisps & biscuits for the 1st class price of an extra £18 for a 1 hour journey.”
“One of the worst train line. Getting worse and worse. Almost everyday, there is a signal failure or point failure or fire or some excuses to cancel the trains at peak hrs. Service should be nationalise and ban these private companies. Commuters. Are suffering. Still have to go to work in London. No choice. Using this crazy trains.”
“Bought first class tickets as a treat for myself and my daughters as we have never travelled first class before. Assumed there would be complimentary food and drink, warmth and quiet. How wrong could I be?! No food/drink provided on a 3.5hr journey. Apparently, not provided 'since Covid' (yawn).
A woman and her 3 feral kids and dog shouting, kids screaming, kids and dog climbing all over chairs and tables for two thirds of the journey. No staff to be seen for first two hours of journey to sort this out. 21 degrees outside and sat in first class with coats on, due to the air con set to full blast.
SWR owned by company based in Hong Kong. British services are broken and need to be nationalised. I will avoid SWR in future. No wonder it has 1.5 star rating. That is generous! !”
“Travelled from Salisbury to Bath on 23rd March 2025. Absolutely disgraceful service from start to finish. Firstly, booked train from Salisbury was cancelled so had to wait for next train which was then overcrowded. On return, our booked train from Bath only had 3 carriages so couldn’t even get on. Again had to wait an hour for next train. Whole day was ruined and will never travel on swt again”
“Rush hour train on a busy route through Wimbledon to London Waterloo was inexplicably cut in half, 4 carriages only now! 8 was always a squeeze and oftentimes difficult to get on but 4???? Sent them an email and was told that's because they are planning to roll out new trains, when I asked how one thing has anything to do with the other the customer service rep then tried to chance the conversation to health and safety reasons. I'm sure when the same amount of people who are usually in 8 carriages are now trying to squeeze on 4 carriages that's a lot more safe now *rolls eyes*”
“Train departed Poole on time, then ran slow due to a slow train ahead. Arrived in Waterloo nearly 20 minutes late. No water or food available to buy onboard despite long journey time. Filthy windows as well. Constant bombardment of bullying no abuse, no rail fare dodging PAs. This country, is anything any good anymore?”
