On the whole, I have had no issues with Southeastern Railway except for one time in June of 2019. On that occasion, we went to London via Southern Railway for a concert at Wembley. We didn't make the last train back from Victoria as it had been cancelled. so we had to catch one via a Southeastern train in order to get the last one from their service to get home. We didn't make it and got as far as Tunbridge Wells. This is when things took a turn. We, my family and 2 other people, we're told that we couldn't wait for the first train in the station and had to wait outside. The staff at the station locked it up and went home having ditched 5 customers outside to stay the night on a bench nearby. Not to mention it was a Saturday and kicking out time, with drunken people staggering in the street and shouting antisemitic slurs. After a night on the street in Tunbridge Wells, we learned that a bus replacement service was running so at some time around 6 in the morning, we were finally able to leave and go home. When I raised this point with Southeastern's customer service on Twitter and then directly on their website. they were initially very helpful and issued a refund. They asked that I took a photo of the tickets and I also added the document from Southern Railway giving us permission to travel on the line at no extra cost. I submitted the information to Southeastern that they required and then silence. I contacted them again and again and they never responded and I never got the refund. They have a duty of care to make sure their customers can get home if their train service fails to do so. Yet this one time, we were left on the streets and made to fend for ourselves until the next day.