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Question: 96

At Brockenhurst,the newly assembled footbridge & lifts llook and are amazing, but the rest of the station could really do with a lick of paint
Any chance it will get spruced up in the future ?

Posted by david wright 23/09/2015 12:33:54


We are pleased you are enjoying the benefits of the new footbridge/lifts.  Some painting work was implemented some 18 months ago.  Painting to the waiting rooms will be completed by the end of the year.


Question: 95

On a recent trip to London [08.41 from Brockenhurst]
When we left Woking,the guard made 6 yes SIX announcements that passengers for Clapham Jnct must be in the 1st 5 coaches, in between his announcements we got 5 recorded messages saying exactlty the same information
So 11 announcements in all
Surely 1 maybe 2 would be sufficient
Dam announcements do my head in

Posted by david wright 23/09/2015 13:06:50


This does sound a lot, but there may have been a specific reason for this, which I would have to ask my crew about.

We will shortly be introducing a new facility on these trains whereby more doors will open on these platforms, this will also change our on board announcements. 

Question: 94

Why does Windsor & Eton Riverside station not have ticket barriers?

There is more than enough room on the concourse for these and with the large number of tourists using the station it would surely be a sensible decision to install them to prevent fare dodging.

Also due to the short distance between this station & Datchet it would also prevent people from trying to obtain a free ride between these points as tickets are generally not checked until after Datchet.

Posted 23/09/2015 12:14:17


All of our stations have been reviewed to see if there is a business case to install gatelines. 

Unfortunately, the cost of providing gates is expensive and requires staff in attendance to ensure safe operation.  Windsor was not identified as having a supporting business case.

Our revenue protection teams operate unscheduled checks to reduce 'fare dodgers'.

Question: 92

Why on Saturdays SWT runs short trains 4 coaches?
In Wimbledon platform 5 why the train does not stop so the last coach is near the exit staircase? When will the new doors be installed at Teddington station tickets office? Sometimes announcements in trains are backwards. If I travel from TED to KNG its says next station is Strawberry Hill Et'c.?

Posted 23/09/2015 06:35:27


It is essential for us to carry out regular maintenance on our trains and some of this is carried out at the weekend when we operate shorter trains in the suburban area. Where we have major events on the network such as Rugby at Twickenham we lengthen some trains to meet demand.

We will be introducing 10 car trains at Wimbledon in the near future. For this to happen, stop boards have been moved so that stop further along the platform to allow the extra two carriages to be fully accomodated within the platform. When we are running 10 car trains they they will stop near the bottom of the stairs.

The new automatic door at Teddington station is expected to be installed this Autumn.

I'm sorry to hear about your experience with the onboard announcements being incorrect. There are a number of possible causes for this to occur. If you are able to advise the guard directly or contact us @SW_Trains we will be able to get a message passed to the guard of the incorrect announcement which they can override.

Question: 91

With this year being the worst I have experienced for train delays in the last 20+ years of commuting, please can you tell me why I only received a refund of £9.50 on my annual gold card ?

Posted by Simon Martin 22/09/2015 11:58:05


A void period compensation payment is paid to customers holding Monthly or longer period Season Tickets where there has been serious , extended disruption during a morning or evening peak period as stipulated in our Passenger's Charter leaflet (see

Delays and cancellations that are caused by incidents beyond the control of the rail industry are excluded from this compensation payment regime. These would include:

  • Security alert
  • Extreme weather
  • Fatality or suicide
  • Vandalism


Question: 90

Why does the footbridge at Ascot not extend to platform 3?

I know there is an underpass but this is very small in size with a very low roof (I am 6ft 5) and it is not ideal when the station is busy.

Posted 23/09/2015 11:23:33


The original purpose of the footbridge was to relieve congestion during 'Ascot race week'. 

At the time the view was that there was insufficent justification to extend to platform 3. 

There are currently plans being developed as part of a re-signalling project which may allow for the bridge to be extended or an additional bridge being provided.  Plans are 2-3 years away.

Question: 89

Why did the SWTrains Network Rail alliance fall apart?

Posted by Anon 23/09/2015 12:41:59


Since the formation of The Alliance in 2012, South West Trains and Network Rail have pioneered working together to deliver a railway that works for our customers.

As with all relationships, we are constantly reviewing what we do and how we interact with each other and as a result of this, we have updated our agreement.

The Alliance is very much alive and well and will continue to operate in a joined up fashion for the rest of the franchise and beyond.


Question: 88

Why does your Twitter team only answer questions? Many users are ignored entirely? It's not an issue of capacity since the output number of tweets from your team is only some times 5-6 tweets per hour during busy times. when a positive comment is made however they answer that immediately. This is making a mockery of the whole system.

Posted by Anon 23/09/2015 12:27:44


Our social media team operate from within our control centre at London Waterloo and endeavour to answer as many questions as possible with helpful updates to customers about the train service across our network.

They lead a team of customer information controllers who look after the platform displays and answer customer questions on the help points as well as playing an active role within the control in relation to arranging replacement transport. This means that at some points we may take a little longer to reply.

Question: 87

After waiting 4 years for you to repaint some trains and remove seats, I see that rather than increasing the number of services on the Reading line (as you keep promising), you are actually going to cut two peak time services. You claim this is to get the refurbishment done sooner. Where was this urgency for the past four years, and why all of a sudden have you decided the work must be finished off ASAP by butchering your service? Is this because someone at SWT's Christmas bonus is contingent on the works finishing? This will cause big disruption and mean that services either side of the cancelled services will be cancelled for a large number of stations as you will "non-stop" them for the rest of the journey once they are full. I would appreciate a bit more honesty in your propaganda on these 'extra' trains (many of which are nothing of the sort, they are just the same old trains with fewer seats and doors that fail to work).

Posted by Richard Ellis 23/09/2015 10:33:06


Due to the invasive nature of work carried out and the complex emerging engineering issues, we now have to put more carriages into the program to meet the revised completion date.  I can assure you that the decision to reduce the service was not taken lightly and was not based on anyone receiving a Christmas bonus.  Our engineering team are doing all they can to improve the reliability of this fleet to the high standards of the previous stock.  Currently there are no plans to run services, fast or non stop, either side of the withdrawn services.  When complete the project will have there will be an additional 60 coaches in our 458 fleet alone.

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