Covid-19 – Frequently Asked Questions

I have a booking with you – what should I do?

We are contacting customers who have bookings with us, prioritised by date order: we ask for your patience. As we’re working from home, unfortunately we cannot accept personal callers to the Enquiry Office at Tenterden Town Station or respond to telephone enquiries.

If you wish, you can choose to donate the cost of your ticket to the K&ESR. As a registered educational charity, we rely on the funds raised through ticket sales and ancillary activities, so your support will be invaluable in helping us to continue our educational and heritage work when we reopen. You may contact us by email via [email protected]

Are your stations open?

Government instructions surrounding Coronavirus have resulted in the need for us to close until further notice. This includes Colonel Stephens Railway Museum, Gift Shop and Station Refreshment Rooms & personal callers to the Enquiry Office at Tenterden Town Station, plus all other stations. In order to protect our colleagues, we have closed our telephone lines – please do not call any K&ESR telephone numbers, as your call will not be answered.

Are your trains operating?

All public train services are suspended. We know how disappointing this will be for everyone, but we hope that you’ll choose to visit us when we reopen. As a registered educational charity, we are entirely reliant on the funds raised through operating our trains & associated activities, so your support will be invaluable when we reopen. You can help us now by purchasing a Gift Card or making a donation.

Are your Special Events going ahead?

All special events taking place before June are no longer going ahead. We know how disappointing this news will be for many people, but we have taken this difficult decision to ensure your safety & hope to be able to welcome you back to other events later this year. Ticket holders may choose to rebook for a later date or donate the cost of your ticket to the K&ESR. As a registered educational charity, we rely on the funds raised through ticket sales and ancillary activities, so your support will be invaluable in helping us to continue our educational and heritage work when we reopen. Please contact us regarding your booking by email at [email protected]

Are Wealden Pullman dining trains operating?

All Wealden Pullman dining trains scheduled prior to June are no longer operating. We are contacting those who hold bookings to transfer to later in the year. Alternatively, ticket holders may choose to donate the cost of their ticket to the K&ESR. As a registered educational charity, we rely on the funds raised through ticket sales and ancillary activities, so your support will be invaluable in helping us to continue our educational and heritage work when we reopen. Please contact our enquiry office to discuss your options by email at [email protected]

I’d like to help you – what can I do?

As a registered educational charity, we are entirely reliant on the funds we raise through ticket sales and ancillary activities. With no trains operating, we’ve no income, so you can help us by buying a Gift Card (to give ample time to redeem, we’re extending the validity of existing and newly purchased cards from two to three years), joining as a member, or making a single or regular donation via our Donations Page.

Your support will be invaluable in helping us to continue our educational and heritage work when we reopen. If you’ve other ideas how you might be able to help us, do please get in touch via [email protected]

I still have some questions. What should I do?

Please contact us via email at [email protected]

We ask for your patience – our staff are working from home & will reply just as soon as possible.