Do SWR not read claim forms? My claims are often shortened when there is severe service disruption resulting in the termination of my train short of Waterloo, "because the first available service" was earlier than the first train it was possible to get on to. What is the definition of an available service? Does a train which is impossible to get on (due to overcrowding) count as an "available service", if so this is scandalous as how is it possible to travel aboard this service when you can't get through the doorway? SWR are wrongly withholding compensation which passengers are entitled to.
Have you specified on your compensation form that the service you attempted to board was overcrowded? This is often reviewed by the Delay Repay team when mentioned, and compensated for accordingly. I would advise appealing the decision on your claim if you're unhappy with the outcome.
Alternatively, you can speak to a member of the Customer Service team to discuss your case (if you have the reference number to hand). They can be contacted on 0345 6000 650.
Thank you for your reply. I did make this very clear in my Delay Repay report along with the exact train that I took and despite that I was still paid less compensation than I am entitled to since "an earlier service was available"
Would you please tell me what SWR's definition of an "available service" is? Are trains that are too overcrowded to get onto (and when mentioned explicitly by a passenger as overcrowded in the Delay Repay form) still counted as an "available service" in Delay Repay claims.
Further, what is SWR's policy on a delay to passenger's journey resulting from when a train is short-formed and the passenger has to get on the next service due to extreme overcrowding, arriving more than 15 minutes later than intended?
Hi, I can advise that you can submit a claim to our Customer Service team for consideration.
If you would find this helpful, short formed service information from the start of service can be found under All Routes - Train Formation Updates at the following weblink: www.journeycheck.com/swr/.
If services are affected during the day this information is provided/updated to our station teams and social networks.
Thanks for your reply SWRTony.
Do SWR have any plans to make it possible for customers to claim compensation through the current Delay Repay system, when their journeys are delayed resulting from short formed trains - a particularly potent issue during the evening peak at London Waterloo.
To quote section 97.2 of your 2017 Franchise Agreement:
"By no later than 1 December 2017, set the rate of Delay Repay compensation for delays of between fifteen (15) and twenty nine (29) minutes at the rate of 25% of the applicable single Fare or 25% of the cost of the relevant portion of the return ticket for delays of between fifteen (15) and twenty nine (29) minutes, where relevant portion means the outward or return portion of a return ticket depending on whether the delay was on the outward or return journey"
As a 'journey' is defined as the difference between the departure time of the train that a customer planned to board to the arrival time of that service: when a customer is unable to get on that train, due to it being short-formed at times of peak demand, and the passenger is forced to get the next available service, their 'journey' is delayed. This means that SWR are liable to pay compensation (as bound by your franchise agreement) should customers be delayed by more than 15 minutes as a result.
I understand that this may be discretional, in that non-peak trains may still have ample space to board, but I would like to see SWR make it easier for customers impacted within the peaks to claim compensation.
In addition, it may be a bright idea to make it clear on the digital information screens at Waterloo how many coaches a train has to avoid the inevitable stampede resulting from passengers at the end of the platform realising the train is short formed and charging back along the platform in order to be able to board the train. This is unacceptably dangerous and is entirely avoidable, so I would also like assurance from SWR that changes will be made in this regard.
I find it pretty rude that you have decided not to respond to the above message. This point is very much in the commuters interest as can be seen by the large number of reviews.
You are currently breaking your legally binding franchise agreement and thus I ask for an urgent response to this matter before I escalate it further.
Hello Mchd, I'm sorry for the delay in replying and for any further frustration. I have referred this matter to our Senior Customer Service team for assistance, once they have replied I shall be in a position to update you.
Once again I'm sorry for any inconvenience caused.
You can find another thread on this issue here:
My evening trains between London Waterloo were in short formation (5 carriages instead of 10) both last night and tonight. The next trains were rammed solid as a result. And they were late. There was no explanation given nor any weather reason which could be inferred.