Passengers' Panel

I left two packages on a train heading to Portsmouth and realised my mistake within minutes. I immediately attempted to report what I had done while the train was travelling to its final destination, hoping to ensure quick recovery of the items. I had imagined that with all the modern telecommunications available it might have been possible to send a message to the train’s guard. 

The Lost Property office at London Waterloo answered promptly, but told me that there was no way of contacting the train or destination station, and there was no point in telling them what the lost items were. I just had to wait until the items were collected by the cleaners at Portsmouth and sent to Waterloo on Monday.

Somewhat baffled, not least because I was reporting two unidentified packages on a train, I telephoned South West Trains’ Customer Service Centre. Staff attempted to be helpful, saying that there was no way of contacting the train and that I would need to talk to the person responsible for lost property at Portsmouth. I was given a number, but it was the same one as for the Lost Property office at Waterloo!

I called the Customer Service Centre again and had more success. The arrival time of the train was checked as we spoke and I was told staff on the train or at Portsmouth station would be contacted. I was given a reference number and told to expect a call back. However, my call was not returned. So, later that evening, I called the Customer Service Centre again and was told to contact Waterloo. When I did, I was told that Portsmouth lost property only comes up to Waterloo twice a week. So, after four days and numerous calls, I am no further ahead. What a shambles! What is the proper procedure?

I apologise for any confusing messages you received, and I would have expected our employees to have been more helpful. The correct procedure is to register your loss with our dedicated Lost Property office on 020 7401 7861, where full details will be taken. I regret that this was not done immediately when you called. The employees at the Lost Property office are not able to call the guard to personally check the train and they can only advise if the package has been received at the office. We do have a good rate of reuniting passengers with their belongings and I hope that we have since been able to trace yours. Sadly, on occasion, other people may take an item left on a train before the guard finds it, making it impossible to return the item to its rightful owner.

Tina Cook, Customer Liaison Manager