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If you have any feedback about these events, please contact our contact our Customer Service Team.

Question: 184

As a regular commuter on this line from Waterloo to Reading, is there any plans to speed up the service as the majority of the people who use this line live beyond Richmond and Twickenham and it would be of huge benefit for those commuters to have a faster service.

Posted by Jason Kilmartin 18/03/2014 14:51:32

Answer:

Due to the number of other services operating on this route we are unable to operate faster journeys, however we do hope to introduce two additional morning and evening peak trains during the next 12 to 18 months as additional rolling stock becomes available.

Question: 186

Re Q24. You state that this is outside of the compesnation arrangements. How much did SWT get compensated by National Rail for not being able to run services? Furthermore, I also have a complaint outstanding since early January as the rail replacement bus service that was laid on from Petersfield did not start early enough over the Christmas period for people to arrive in London by 9am, forcing commuters to drive to Haslemere just to get to work on time.

Posted by Simon Pettitt 18/03/2014 12:55:23

Answer:

It is an aim of our Passenger's Charter to respond to all comments and complaints within 20 working days.

We kindly ask for your patience whilst waiting for a response at the current time, as we are dealing with a huge amount of contacts following the large number of significant disruption events that have occured on our network in the last few months, many of which have been outside of our direct control.

We deal with many aspects of customer service activity at our Customer Service Centre and are one of the only train operating companies that has retained its own UK-based call centre. Please be assurred we have significantly increased the number of staff currently dealing with the customer relations backlog and we will answer your contact as soon as possible, Furthermore, I will personally chase up your response with our team in Southampton.

Question: 185

How often do senior management actually get to see what conditions are like at local stations? Now you have stopped the Meet the Manager sessions, there is more chance of seeing a unicorn at local stations than anyone in management.

The station staff seem to have even less facility to report issues than the passengers do, and are often even more in the dark about what's going on than passengers with smartphones.

Can I suggest that somebody senior actually tries commuting on an inner suburban service for a week and see what life down with your lowest-priority customers is really like?

Posted 18/03/2014 14:45:59

Answer:

We have a series of activities within the business that allows managers from various grades to visit stations and depots throughout the year.

Staff have many routes available to them to report issues or have open discussions with managers. Our Customer Service Director, for example visited, 24 stations during the last 8 weeks. Many managers also commute over the South West Trains route and do station visits as part of their daily commute.

Question: 183

Your response tou q119 is "As said we are not happy with our performance delivery and we are investing huge sums of money to repair and replace our aging infrastructure" How much of SWT's OWN money (i.e not subsidised) is being invested?

Posted by james baker 18/03/2014 14:37:20

Answer:

The rail industry has extremely complex funding arrangements. 

In order to answer your question SSWT has invested in two ways, firstly we pay a premium to government in excess of £500m in 14/15, in addition to the track access charges we pay to NR for the operating of trains on the network.

Secondly we have invested significant sums in day to day operating improvements including over £1m per year invested in additional staff to directly help improve performance and very substancial amounts into our trains, which are the most technically reliable in the Country!

Question: 181

I've been forced to travel on SWT for the last 5 years and can safely say the overall performance and service continues to deteriorate rapidly. If it's not overcrowding and delays, then it's broken and overflowing toilets or filthy carriages. You appear to have lost any concept of customer service as we now have to wait month for a reponse. Surely it's time to admit the current management team has failed drastically and give someone else a chance?

Posted by Anon 18/03/2014 14:05:15

Answer:

It is an aim of our Passenger's Charter to respond to all comments and complaints within 20 working days.

We kindly ask for your patience whilst waiting for a response at the current time, as we are dealing with a huge amount of contacts following the large number of significant disruption events that have occured on our network in the last few months, many of which have been outside of our direct control.

We also have significant infrastructure and rolling stock investment plans currently being implemented across our network, which will improve both reliability and the comfort of the journey experience. 

Question: 180

Why do your ticket machines not use QWERTY keyboards? I'm dyslexic and struggle to use them. Please convert them to QWERTY so that everyone can use them.

Posted by Sara Horrocks 18/03/2014 13:58:03

Answer:

We are continuously looking at enhancements to improve the functionality of our ticket machines. The introduction of QWERTY keyboards is certainly something we are considering.

Question: 177

So you spent two YEARS telling us that you were reviewing your cycle policy, and the primary conclusion is that ... you'll set up a group to review the cycle policy.

Impressive.

(The issue on the Portsmouth line, by the way, in a nutshell: Class 450 trains don't have dedicated space for cycles -- which means it's yet another flaw in the logic that using these unfit trains benefits passengers on that line. The middle seats are often unused, and the fold-down seats can't be used.)

Posted by Anon 18/03/2014 14:25:07

Answer:

The cycle policy has been reviewed internally with those on the frontline and the managers who deal with the bike issues on a daily basis using data and anectodal evidence. A series of draft recommendations have been produced to look at addressing the issues where possible.

These recommendations are now being considered by SWT and once it is has been agreed which of these will be taken forward, we will discuss the options with external groups.

 

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