Great Western Coffee Shop

Southeastern has withdrawn the ^10 administration fee from ticket refunds as part of changes to improve customer service.

From 1 April, for tickets purchased from Southeastern, passengers will no longer be charged for processing:

• refunds on unused Anytime and Off-Peak tickets applied for before the ticket is valid for travel, or on the day at the office where the ticket was bought within an hour of purchase
• season ticket refunds (including seven day season tickets) where the customer wants to surrender their season ticket before its expiry date and applies for a refund on the remaining validity of the ticket
• a first duplicate replacement season ticket (this does not apply to season tickets for periods of less than a month for which duplicates are not issued)
• ^SILKS^ (stranded individual, location known payments), where a third party provides payment for travel for a customer ^ typically a young or vulnerable person ^ stranded with no funds.

David Statham, managing director of Southeastern, said: ^We^ve been listening to our passengers and working on what we can do to improve all aspects of their journey. These changes make our ticketing and refund policy simpler and transparent for our customers.^

The changes have been made following a review of passenger feedback and in consultation with Passenger Focus and London TravelWatch. They apply to tickets purchased from a Southeastern retail outlet. Some Advance ticket types remain non-refundable.

Southeastern is currently reviewing its Passenger Charter, which sets out the train operating company^s commitments to standards and performance, to incorporate other planned improvements to its services.