“Please help me persuade South West Trains to fix this: Delayed trains” – E Holmes

Description

E Holmes

in the last 5 months, the 8.04, 8.07 8.13 have been delayed almost every day of the working week.

We have received no explanation as to why this is happening or even been offered a discount on our travelcard as an apology.

The trains are usually already packed by the time it arrives at Putney making it a very uncomfortable journey.

Maybe more fast and slow trains during rush hour would help.

Problem History

  • 1 E Holmes reported the issue on FixMyTransport. close 09:58 15 Nov 2011
  • 2 E Holmes wrote to South West Trains close 09:58 15 Nov 2011

    Here is the letter that E Holmes wrote.

    Delayed trains

    in the last 5 months, the 8.04, 8.07 8.13 have been delayed almost every day of the working week.

    We have received no explanation as to why this is happening or even been offered a discount on our travelcard as an apology.

    The trains are usually already packed by the time it arrives at Putney making it a very uncomfortable journey.

    Maybe more fast and slow trains during rush hour would help.

  • 3 South West Trains responded to E Holmes close 10:03 15 Nov 2011
  • 4 South West Trains responded to E Holmes close 14:42 17 Nov 2011
    Fixmytransport.Com

    Stagecoach South Western Trains
    Customer Service Centre
    Overline House, Blechynden Terrace
    Southampton SO15 1GW
    Telephone 0845 6000 650
    Fax 023 8072 8187
    email [South West Trains problem reporting email]

    [fix this: Delayed trains email]

    Our ref:1648479

    17 November 2011
    Dear Sirs

    Thank you for your contact regarding our services. We do welcome feedback
    from our
    customers and have, in line with our franchise and passenger's charter
    commitments,
    established a full range of agreed channels to contact our customer
    relations team.

    A webform on our website at www.southwesttrains.co.uk

    By email to [South West Trains problem reporting email]

    By post to –
    South West Trains Customer Relations,
    Overline House, Blechynden Terrace,
    Southampton. SO15 1GW.

    By telephone 0845 6000 650 option 4

    There are also established representative bodies which deal with unresolved
    complaints
    from our passengers.

    For the London Area the organisation is London Travelwatch
    www.londontravelwatch.org.uk

    For the remainder of our area the organisation is Passenger Focus
    www.passengerfocus.org.uk

    To allow us to follow our agreed processes, would you please advise our
    customer to use
    one of the established methods of contact to obtain a full response to
    their concerns.

    Regards
    Jan Ledbyrne
    Stagecoach South Western Trains

    The information contained in this email is confidential and intended for the addressee(s) only. If you receive an email in error, please contact the sender or the Service Desk at [email address] +44 (0) 207 620 5602, and permanently remove the email from your systems.

    The opinions expressed in this email are those of the sender and not necessarily those of the company.

    While emails are virus checked, the company does not accept any liability in respect of a virus which is not detected

    Stagecoach South Western Trains Limited
    Registered in England and Wales 5599788
    Registered office: Friars Bridge Court
    41-45 Blackfriars Road
    London SE1 8NZ
    A part of the Stagecoach Group
  • 5 Myf Nixon commented close 16:36 17 Nov 2011

    Hello E Holmes,

    I see that South West Trains have asked you to take your correspondence offline. Our advice is to reply (via the yellow 'email' button at the top of this page) and request that they use FixMyTransport as your preferred channel of communication.

    We believe there is no valid reason for an operator not to use FMT (and indeed there are many benefits), although we are very open to discussion if SWT would like to let us know of any issues.

    I know it makes for a rather frustrating experience for you as a user. If you do take the conversation offline, please do come back and update your page with any progress you make - that way you still get the benefit of other people being able to track your problem and add their support if it's pertinent to them.

    Good luck!

    anorak
    admin
  • 6 Ian O'Reilly commented close 15:55 07 Dec 2011

    Couldn't agree more - I get the same service from Fulwell which routes through Kingston and this service (08:24 from fulwell) has been late EVERY DAY for the LAST 6 Weeks.
    I have asked for a Semi fast train from SW Trains but they say that there isn't enough capacity on the route.
    Also I have questioned the heating on the Trains as sometimes the trains are delayed due to passengers taking ill (Not surprising as SW trains set the Temperature at 23 Deg !)
    I have complained several times as the Service is terrible but my season ticket price continues to increase (Way above inflation)

  • 7 E Holmes added an update close 14:11 09 Dec 2011

    Well since this issue has been posted, the only communication I have received is what you have seen here. I don't see why it needs to be a private matter as it doesn't just affect me. I have contacted SW Trains and I'm waiting for a response. I will not be taking this post down. Fingers crossed!

  • 8 Myf Nixon commented close 14:58 09 Dec 2011

    Good luck and well done keeping at it.

    anorak
    admin
  • 9 E Holmes commented close 13:20 02 Feb 2012

    I did receive an email from SW Trains eventually. They appologised for the problems, mentioning the snow issue from the beginning of 2011 and many signalling failures and accidents to be the cause.

    The problem hasn't been rectified! This morning I even got a later train and got crushed on the train. It's not going to get better so I've given up.

Comment
  • started 15 November 2011
  • supporters 2
Train route between London Waterloo and Putney operated by South West Trains
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