There are various comments on poor service, all of which I agree with but answers don't tell why things have gone so wrong since SWR took over the franchise. Even when trains turn up they travel at a snails pace......and we're paying more for this! I understand the response that "On a network as busy as ours delays can spread very quickly...." but why is it happening all the time. The sad thing is, now I comment about the odd time that the trains run on schedule rather than the other way around. And there is never anyone around from SWR to talk to or explain what has happened to the service. Even the staff at Waterloo just shrug as if to say "why be surprised". It's the new norm and it is so frustrating. This was not the case with the previous provider. Is there any rationale for this situation? Will service ever revert to the consistency of the previous franchise owner?
We know how frustrating it can be when you are delayed. Our recent performance levels are not what you expect or deserve from us, and we’re really sorry about that. Performance has been in decline for a number of years, and unfortunately, there’s no quick fix on a network as complicated as ours. However, we’re working hard to deliver improvements, by not only working with Network Rail to reduce the number of incidents, but also to recover more quickly when things do go wrong to get you back on the move sooner.
Waterloo Capacity Alliance
Following the completion of the upgrade programme at London Waterloo station, more and longer trains will continue to be introduced into service. More trains and more seats will allow extra space and a more comfortable journey as well as reducing the time it takes to board busy trains, thus reducing dwell times at stations.
Network Rail Reliability
Plans A package of over 40 infrastructure improvement schemes across the whole network are aimed at reducing points, signal and other infrastructure failures, improving track quality and reducing the time it takes to respond to problems when they occur.
Train service improvements
A set of local improvement plans aimed at addressing the movement of busy trains and improving our communications when things do go wrong. Initial focus has been on the London Waterloo area, where performance issues have the biggest impact on the largest number of customers.
Getting on and off busy trains
Changes made to stations will enable clearer, more customer friendly platforms with improved access meaning we can safely dispatch our trains more quickly and save crucial seconds at locations. Initial success has been seen at Motspur Park and Ewell West stations, and this will be replicated at key locations across the network.
What, exactly, is a customer friendly platform?
They include features like, where it's possible, painting where the carriage doors will be and trying to reduce the gap between the train and the platform.
Any chance of seating and shelters that actually are shelters rather than just a roof? and a waiting room would be nice for when the inevitable delays occur - those seem to have gone the way of the dodo in the interests of squeezing out as much revenue as possible from pop up coffee shops.
Hi Sarah, was there a particular station you were thinking off? I can pass feedback directly on to station managers for the next time facilities are reviewed.