Date: 2009-07-02
Journey Origin: Ascot
Scheduled Dep. Time: 09:40
Journey Destination: Waterloo
Estimated Delay: 10 mins at Ascot
Details of complaint: The train was 7 mins late arriving, and then once it had shown up, it sat there on the platform. Everyone was on board, nothing going on that would delay it - the lights were green.
Eventually train moved off, but there was no explanation for why it was late or what the delay at the station was.
The rest of the journey was at a snail's place, and the train was seriously late arriving at Waterloo.
I missed a connecting train because of this - thanks guys! No communication from the guard or the platform information systems as to why it was so delayed.
Luckily I just missed the 09:10 from Ascot, as once again that was only 4 carriages and was standing room only.
I guess South West Trains feel no need to give out any information on late running and half-length trains, on the basis that the service is consistently poor so these things should be expected.
Thursday 2 July 2009
Tuesday 30 June 2009
Half a train, broken air-con, rubbish service
Date: 2009-06-30
Journey Origin: Ascot
Scheduled Dep. Time: 09:10
Journey Destination: Waterloo
Estimated Delay: 10 mins
Details of complaint: Another example of useless customer service from South West Trains:
Due to all of the above, the train was almost 15 mins late when it finally pulled into Waterloo. At no point in any stage of the journey did the guard attempt to open the windows (you need a special tool to do it, because they are normally shut due to the train allegedly having air conditioning). The guard did not apologise for the hideously cramped conditions, nor the late running of the train - nor did anyone explain why a peak hour train only had half it's carriages.
At Ascot this morning it was 22 degrees already. To run such a totally broken train, in an hour long rush hour journey into London, is totally unacceptable.
People were feeling faint in the carriage, with passengers asking around for water for one lady.
As usual, no apologies, no explanation, no refunds, no water - nothing. Totally rubbish.
Journey Origin: Ascot
Scheduled Dep. Time: 09:10
Journey Destination: Waterloo
Estimated Delay: 10 mins
Details of complaint: Another example of useless customer service from South West Trains:
- The train was delayed by 5 mins at Ascot, with no reason given.
- The train was only 4 carriages long - half as long as normal. Standing room only from Ascot
- No working air conditioning on the train
- All the windows were closed
Due to all of the above, the train was almost 15 mins late when it finally pulled into Waterloo. At no point in any stage of the journey did the guard attempt to open the windows (you need a special tool to do it, because they are normally shut due to the train allegedly having air conditioning). The guard did not apologise for the hideously cramped conditions, nor the late running of the train - nor did anyone explain why a peak hour train only had half it's carriages.
At Ascot this morning it was 22 degrees already. To run such a totally broken train, in an hour long rush hour journey into London, is totally unacceptable.
People were feeling faint in the carriage, with passengers asking around for water for one lady.
As usual, no apologies, no explanation, no refunds, no water - nothing. Totally rubbish.
Wednesday 24 June 2009
Where's the rest of the train?
Date: 2009-06-24
Journey Origin: Ascot
Scheduled Dep. Time: 09:40
Journey Destination: Waterloo
Estimated Delay: n/a
Details of complaint: Where's the rest of the train? 4 carriages instead of 8 just doesn't cut it - standing room only at Ascot, not even a third of the way in to Waterloo?
And what are those big expensive signs they've put up everywhere actually for? If you can list the time the train is expected, where it will stop - why can't the number of carriages be listed? Some warning that another of the crappy trains has broken down, and it's being replaced with half a train from another line, would be just a little helpful.
Journey Origin: Ascot
Scheduled Dep. Time: 09:40
Journey Destination: Waterloo
Estimated Delay: n/a
Details of complaint: Where's the rest of the train? 4 carriages instead of 8 just doesn't cut it - standing room only at Ascot, not even a third of the way in to Waterloo?
And what are those big expensive signs they've put up everywhere actually for? If you can list the time the train is expected, where it will stop - why can't the number of carriages be listed? Some warning that another of the crappy trains has broken down, and it's being replaced with half a train from another line, would be just a little helpful.
Wednesday 6 May 2009
"Hey guys! Be patient!"
Date: 2009-05-06
Journey Origin: Ascot
Scheduled Dep. Time: 09:55
Journey Destination: Waterloo
Estimated Delay: 35 mins+
Details of complaint: Slow slow train, and then it just stops outside Feltham. The guard announces over the tannoy "Hey guys. We have a problem and are being delayed. Please be patient."
And that's it.
After 20 minutes he tells us that there are signal problems, which apparently no-one knows when they will be resolved. Nor does he know how long we'll be stuck in the middle of nowhere.
But we need to be patient. He doesn't know how long the delay will be, but we need to be patient.
Then we move into Feltham station, move 200 yards out of it, and then stop again for another 15 minutes.
"Hey guys, be patient" says the guard again, in the most bored and disinterested voice ever.
I've missed one meeting due to this delay, and as I'm typing this on the train - still stationary - it looks like I'll miss a second meeting in London at mid-day.
Thanks South West Trains! Your rubbish over-priced unreliable service has once again damaged my business and cost me money!
Journey Origin: Ascot
Scheduled Dep. Time: 09:55
Journey Destination: Waterloo
Estimated Delay: 35 mins+
Details of complaint: Slow slow train, and then it just stops outside Feltham. The guard announces over the tannoy "Hey guys. We have a problem and are being delayed. Please be patient."
And that's it.
After 20 minutes he tells us that there are signal problems, which apparently no-one knows when they will be resolved. Nor does he know how long we'll be stuck in the middle of nowhere.
But we need to be patient. He doesn't know how long the delay will be, but we need to be patient.
Then we move into Feltham station, move 200 yards out of it, and then stop again for another 15 minutes.
"Hey guys, be patient" says the guard again, in the most bored and disinterested voice ever.
I've missed one meeting due to this delay, and as I'm typing this on the train - still stationary - it looks like I'll miss a second meeting in London at mid-day.
Thanks South West Trains! Your rubbish over-priced unreliable service has once again damaged my business and cost me money!
Thursday 30 April 2009
Heating, again
Date: 2009-04-30
Journey Origin: Waterloo
Scheduled Dep. Time: 19:50
Journey Destination: Ascot
Estimated Delay: n/a
Details of complaint: Heating jammed on full blast, again. My laptop is showing the ambient temperature as being 24 degrees. Are the heating/air conditioning controls broken? Are the guards and/or driver somehow unable to turn off the heaters when it gets warm? Or do they just not care?
I'm beginning to suspect the latter.
Journey Origin: Waterloo
Scheduled Dep. Time: 19:50
Journey Destination: Ascot
Estimated Delay: n/a
Details of complaint: Heating jammed on full blast, again. My laptop is showing the ambient temperature as being 24 degrees. Are the heating/air conditioning controls broken? Are the guards and/or driver somehow unable to turn off the heaters when it gets warm? Or do they just not care?
I'm beginning to suspect the latter.
Wednesday 29 April 2009
Delayed train with no explanation
Date: 2009-04-29
Journey Origin: Ascot
Scheduled Dep. Time: 10:25
Journey Destination: Waterloo
Estimated Delay: 14 minutes
Details of complaint: Big delay, and the train only stopped at Staines and then Waterloo. The only explanation from the platform staff was 'emergency engineering works'.
The guard didn't explain the revised stops until after the train had left Ascot, leaving a number of very angry people stuck on the train, who'd run from the platform to catch it.
Of course as the guard is locked away in the middle of these trains you can't actually ask him anything until the train stops somewhere and he gets out.
Oh, and even though it's 16 degrees outside the heaters were still on full blast in the carriage I was in.
Journey Origin: Ascot
Scheduled Dep. Time: 10:25
Journey Destination: Waterloo
Estimated Delay: 14 minutes
Details of complaint: Big delay, and the train only stopped at Staines and then Waterloo. The only explanation from the platform staff was 'emergency engineering works'.
The guard didn't explain the revised stops until after the train had left Ascot, leaving a number of very angry people stuck on the train, who'd run from the platform to catch it.
Of course as the guard is locked away in the middle of these trains you can't actually ask him anything until the train stops somewhere and he gets out.
Oh, and even though it's 16 degrees outside the heaters were still on full blast in the carriage I was in.
Thursday 23 April 2009
More heating! Turn it off!
Date: 2009-04-23
Journey Origin: Ascot
Scheduled Dep. Time: 09:10
Journey Destination: Waterloo
Estimated Delay: N/A
Details of complaint: It's 13 degrees C outside, yet the heating is on inside the carriage. Thanks, SWT, I really needed to arrive dehydrated and sweaty for my meeting this morning.
Journey Origin: Ascot
Scheduled Dep. Time: 09:10
Journey Destination: Waterloo
Estimated Delay: N/A
Details of complaint: It's 13 degrees C outside, yet the heating is on inside the carriage. Thanks, SWT, I really needed to arrive dehydrated and sweaty for my meeting this morning.
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