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Last updated: 10:47
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Contact us

Need help, have a question or want to tell us what you think? Get in touch with Southern here.

There are lots of ways to get in touch with us at Southern. We might have answered your question already, so check our frequently asked questions first.

Read our FAQs

Refund help

How do I get a refund?

For paper and eTickets, please use our online refund form.

For smartcard refunds please use our Key Smartcard refund form.

Alternatively, please visit one of our Ticket Offices for assistance.

We aim to process all refunds within 20 working days.

You can apply for a non-cashable voucher for the value of your ticket, which will be valid for 12 months from the date of issue, for use as payment towards a new ticket.

If you bought your ticket from us:

If you have an e-ticket and bought it from us please use our Contact Us form by selecting the “Make an enquiry” option and “Refunds” subject. Include the following information:

  • Booking reference of the e-ticket
  • Full name
  • Email address
  • Telephone number

You will have a non-cashable travel eVoucher added to your online account within 14 days of receiving your request.

eVouchers can be used for tickets that are available from our website.

To use your eVoucher, you will see your voucher total in the delivery options screen once you have selected your ticket and you will have the option to use some or all of your voucher as payment in full or towards that ticket.

Please note that eVouchers cannot be exchanged for cash and are valid for 12 months from the day of issue.

Follow this link for the Contact Us form.

If you have bought a paper ticket, if you have not already done so, please print the ticket(s) and then send it in the post to the following freepost address:

Govia Thameslink Railway
LE65 9EB

Please include the following information:

  • Full Name
  • Postal address
  • Email address
  • Telephone number

If your ticket value is above £50 you may wish to use an enhanced Royal Mail service to do this. We cannot be responsible for any tickets lost in the post.

If you bought the ticket from another train company or retailer, even if the journey is on our network, you will need to contact them to apply for a voucher.

If you would like to take a different journey, please request a voucher and rebook.

Delayed by 15 minutes or more?


Find out how to claim compensation.

Need to book help with your journey?

Book assisted travel.

Our Accessible Travel Policy documents are available here in alternative formats including audio and large print versions.

Printed copies of our Making Rail Accessible document will shortly be available from all staffed stations across our network.

Left something on the train or at the station?


Find your lost items.

Want to meet our managers or get more involved?


Find out more about getting involved.

Get live travel updates and customer service information from Southern on Twitter.

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Contact us online

Use our online form below and we’ll get back to you as soon as possible – we aim to respond within five working days, but at very busy periods it may take us up to 20 working days.

Contact us

Use our online form below and we'll get back to you as soon as possible - we aim to respond within five working days, but at very busy periods it may take us up to 20 working days

What would you like to contact us about?


Tweet us @SouthernRailUK


To find train times or for any other queries:


Call 03451 27 29 20

(open 07:00-18:00). We aim to answer calls as quickly as possible with most of them answered within 5 minutes. When this is not possible, we may arrange to call you back.


Write to us at:

Govia Thameslink Railway
PO Box 10240
LE65 9EB

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