South West Trains apologises for delays on Portsmouth to Waterloo line

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  • Signalling fault cause hold-ups in services
  • Company says customers delayed for more than an hour can claim compensation
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South West Trains has said sorry to passengers after major delays on the Portsmouth to Waterloo line.

Commuters travelling from Portsmouth faced big delays yesterday because of the signalling fault in London.

We appreciate how frustrating it is when your train service doesn’t run as planned

Arthur Pretorius, South West Trains

The company’s customer service director Arthur Pretorius said in a message to customers: ‘I am very sorry for the serious disruption that many of you will have faced whilst travelling on our services on Wednesday morning.

‘At about 04:30 we had reports of a problem at a signal control cabinet located between Earlsfield and Wimbledon. All signalling and safety equipment in the area was affected and we were unable to run trains. The reason for this damage is still being established however initial investigations suggest that it was caused by a burnt cable feeding the signal control cabinet.

‘The incident meant that many trains were unable to leave train depots to start their journey on time, and those that had already left the depot were unable to continue their journey.

‘Engineers found and rectified the problem at 06:30 and our team worked extensively to ensure that as many of our services as possible could run throughout the morning, and that we were able to have our normal service operating ready for the evening peak.

‘We arranged for extra staff at stations to help customers with travel advice, also to help keep customers on the move we quickly arranged for South West Trains tickets to be accepted on Southern Trains, Thameslink, First Great Western, Cross Country, London Underground, London Overground and London Buses.

‘If you were delayed by this incident by over an hour, please see here for information regarding compensation

‘If you would like to make a comment or give us some feedback about your experience with us please do so here

‘We appreciate how frustrating it is when your train service doesn’t run as planned and we review disruptive incidents to understand how we may improve our management of these incidents. We are very sorry for the disruption you experienced yesterday.’