South West Trains pledges more information for passengers after 90 minute delays (From Kingston Guardian)

South West Trains pledges more information for passengers after 90 minute delays

12:59pm Tuesday 12th January 2010

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South West Trains (SWT) has pledged to improve its communications with passengers, after a number of incidents during last week’s snow storms left people confused and without information.

Passengers at Worcester Park station were waiting for up to an hour-and-a-half for a train to Waterloo on Wednesday evening, even though the departure boards indicated that trains were running on time.

One man said he had been waiting for more than an hour and expressed his frustration at the lack of information being given.

He said: “It’s just a mess. We all accept that the snow is going to cause problems. But why do they have to wait until the last minute to tell us that a train has been cancelled?

“How are we supposed to make alternative arrangements? The people in the booth usually don’t know what’s going on either.”

It was a similar scene at Surbiton station on Friday morning, when several trains into London were either cancelled or delayed by nearly an hour.

SWT services were blighted by a third day of disruption caused by the extremely icy conditions, which at one point led to six Waterloo-bound trains in a row being cancelled.

The delays caused mayhem during the morning rush hour, with passengers unable to get on the train because it was already packed.

Several commuters voiced their unhappiness on social networking website Twitter. One user complained that he had to wait 40 minutes for his train, while Chris Baker said: “Had to wait longer for a train at Surbiton this morning than any other day this week.”

Last week a spokeswoman from SWT said problems to the services were caused by the freezing temperatures, which were causing problems with the power supply to the railway line. She denied the lack of trains was caused by drivers not turning up to work.

Responding to the complaints raised by passengers about poor information, she said: “Our staff has worked extremely hard during what were very difficult and frequently changing conditions to provide the best service we possibly can.

“However, we are conscious that we have not got everything right and as a matter of course, following any major disruption to service, we will be reviewing recent events with a view to identifying any lessons which can be learned.”

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