“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”
“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.”
“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 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?”
“South Western Railway have dirty old trains. Toliets out of order and staff that juat don't seem to have a clue how to run a train service. They don't deliver the same service as proper train companies - it really feels like they don't give a toss about anything other than ripping their customers off with high fares for an unacceptable level of service.”
“Do not use this train company. They readily took our booking and money on their website but would provide seat assignments from Paddington to St Austell in Cornwall - why? Because they overbooked the train to maximize their revenue. There were no seats available for myself & wife and we're in our 60s and she just had back surgery. There were lots of people like us standing in the aisle - disgraceful service. There were also people smoking & drinking on the train in no-smoking carriages. At no time did an employee of this train company come through to check tickets and handle any complaints. We're American and we will never use this train service again. It was so bad we decided to rent a car in Cornwall to drive back to London rather than get on one of their trains and suffer their disgraceful service.”
“Wednesday 9th November 2022, 3:30. Yet again: TRESPASSER ON THE TRACK. No action is taken to fine these morons. They are more concerned that the trespasser is cared for, given a coffee and probably driven home. Result? A week later, the same thing causing mass disruption. SW Trains a total shower.”
