Capacity / Overcrowding

Capacity / Overcrowding Q28: South West Trains run a reasonable service but more carriages are needed in the evenings due to overcrowding. Q136: I have to get the stopping service to get a seat, you need to provide more seats. Q174: I am a season ticket holder and I never get a seat. Q210: I travel from Petersfield to Waterloo each day, I get 0630, 0746 or 0818. Evening gets 1800 or 1815 services. They all have capacity issues. Q235: There are no seats on trains for passengers boarding Vauxhall. Q297: I cannot get a seat on the Raynes Park to Waterloo line in the morning, still not enough carriages. Q312: Please review the passenger standards on Woking services because I always have to stand. Q342: I travel from Guildford to London Waterloo Monday to Friday and am generally pleased with punctuality and reliability but always have to stand. Q376: There is severe overcrowding at Woking and I never get a seat. A28, A136, A174, A210, A235, A297, A312, A342,

A376: We are very sorry to learn that the service you travel on is so crowded. South West Trains does try to strengthen services accordingly but we only have so much train stock and during times of disruption priority needs to be given to those services we believe will be most affected. All the trains we operate do so in full compliance with all safety requirements and are safe to operate on all the routes they are passed to run on. We are working with the Department for Transport and Network Rail to improve capacity and seek a long-term solution to the problem. Any potential solutions will need to be considered by the Department for Transport and Network Rail and be considered amongst other rail investment priorities but South West Trains is doing what it can within the existing franchise to minimise overcrowding as much as possible. Q49: My train is delayed at least once a week, and I struggle with overcrowding. Q284: You re providing a bad service, it s always overcrowded and there aren t enough seats. I feel my ticket is too expensive to sit on the floor every day. A49, A284: One big issue that affects performance in is that of limited track capacity and congestion. This affects a number of areas across our network, especially nearer London and it is a major issue for us. Our timetable restructure introduced in December 2004 has helped enormously; however, the tracks are still heavily used during peak hours, with little spare capacity to absorb delays. This means that a delay to even a single train can have a knock-on effect to many others a multiplier effect. Please be assured that, together with our alliance partners Network Rail, we are investing to improve the infrastructure, track and signals, with the aim of providing a more robust railway. As well as time and the materials to make the improvements, we have also invested in advanced maintenance equipment to ensure that the right tools are available to our infrastructure teams whenever

needed rather than waiting for machinery to become available. However there is a large volume of work to be done to bring the network to the standard we wish, and whilst any safety issue is dealt with immediately the remaining work has to be prioritised and pre-planned. Q11: South West Trains gets blamed for Network Rail overcrowding issues. A11: You may be aware that South West Trains and Network Rail have now formed a strategic deep alliance between our two organisations. The alliance may look at how stations can be better managed to provide a better service to passengers, how engineering work can be better planned or how improvements to train punctuality can be delivered We are also establishing a single, joint senior management team to look after train and track. The new joined up team will drive better service for all operators on the route and will concentrate on the safe, punctual and efficient operation of the network. Any operational decision is made by a dedicated team within the Wessex Integrated Control Centre at London Waterloo station. This Centre is made up by Team Members from both Network Rail and South West Trains, who have the tools at hand giving an overview of the entire Network. With this insight they are able to make decisions which benefit the whole network. Q195: Love the 10-car trains. Lots of space, four wide. A195: We are very pleased to hear of your kind words regarding your journey with us. It is always satisfying to learn that our hard work running a reliable and punctual service and emphasis on customer care is appreciated by our passengers. We have forwarded your correspondence to the relevant departments so they too can see your kind comments. Q114: Why are having lots of short formed trains at the moment? A114:

Unfortunately we are short of stock at the moment, due to a combination of various defects, ongoing refurbishment of stock and late entry into service of the lengthened five-car units onto suburban services. We apologise for any inconvenience this may cause. Q81: Why is the Chessington 1746 service only formed of 4 coaches? This is not enough. Q182: There are only 4 carriages on the Reading Line due to train faults, what is being done about this? A81, A182: Unfortunately we are short of stock at the moment, due to a combination of various defects and late entry into service of the lengthened five-car units onto suburban services. At the same time we are having to send the existing units used on the Reading line away as part of this programme. We now have four 10-car trains in service and we have also introduced refurbished former Southern two-car class 456s into service on the suburban routes which should help the situation. In the medium to longer term, the introduction of 10-car trains on Windsor, Weybridge and Hounslow services within the next 12 months or so which should help the overall position on the route. More platforms in the former Waterloo International Station will also be reopened for SWT services. Beyond 2017 until 2019, the introduction of 10-car trains on other services through Richmond will provide additional capacity; it is also hoped to provide two or three additional peak services through Richmond. The recently published draft of the Network Rail ""Wessex Route Study"" is now available for consultation, and deals with the longer term requirements on the network over the next 30 years. It specifically details capacity requirements on the Reading / Windsor lines, and the likely interventions required. Please refer to:http://www.networkrail.co.uk/long-term-planning-process/wessexroute-study

As a first class season ticket holder, you are entitled to compensation where there are less than the usual number of 1st Class carriages or seats on a train. However, confirmation of non-availability of 1st Class should be obtained by way of a special form or written confirmation from the guard, with the application then made through the office that issued your ticket. Q185: There are not enough coaches on services from Worcester Park to London Waterloo on the weekends. A185: Some of our services do run at the weekend with a reduced number of cars, such as a four car sets, as opposed to 2 sets of four cars. This allows our heavily used rolling stock to be serviced in time for the following weekday peaks. However, our Train Planning team do try to anticipate large events across the network and strengthen services accordingly. With the recent platform extensions in the suburban area and the current 10 car scheme, we do hope to be able to regularly run 5 car trains at weekends, as opposed to the current 4 car formations. Q134: When will platforms 21-24 be opened? A134: The South West Trains-Network Rail Alliance currently runs around 1,700 trains a day in and out of London Waterloo, carrying nearly 210 million passengers a year. However, with the huge growth in rail travel in the UK, this is forecast to increase to nearly 380 million a year by 2030. We are working to bring the remaining four platforms of the Waterloo International Terminal back into use. Under proposals developed by the Alliance, Platforms 21 to 24 could be brought back into passenger service providing extra capacity from Waterloo, the UK s busiest railway station. Plans are in place to extend platforms 1-4 to accommodate longer trains and to carry out track and signalling improvements to maximise the benefits of the platform developments.

Q2: Woking trains are severely overcrowded between 0700am and 0800am. When will I get a seat? A2: One benefit of the flexible service we provide is that this gives customers more choice over the train they decide to use. Whilst I completely understand that customers base their journey time around work commitments, we do operate very regular services from most stations throughout the morning peak and a short wait for the next service can often mean a more comfortable journey. There will always be more popular services and these will be busier than earlier or later trains. Carrying over 500,000 customers a day there will always be occasions when some trains are more crowded than we or our customers would like. Q24: The overcrowding which leads to queueing on Platform 18 at London Waterloo means that I am unable to get onto Platform 20 when a train arrives into Platform 19. A24: Thank you for your comments, they have been passed to the Station Manager for their awareness. Q55: I want to see longer trains and explanations for changes at London Waterloo. I will be taking a letter to my Member of Parliament. A55: Our latest Customer Update can be downloaded from our website: http://www.southwesttrains.co.uk/uploads/customerupdatespringweb.pdf For further information please contact our Customer Service Centre, details can be found here - http://www.southwesttrains.co.uk/contact-us.aspx

Q61: Peak trains should always be a minimum of 10 coaches due to overcrowding issues. A61: We are introducing 108 extra carriages as part of the Government's High Output Specification Programme (HLOS) which will allow us to provide extra capacity where it is needed most, helping commuters at peak times. We will be able to run 10-car trains rather than eight-car trains on some of our busiest routes using refurbished carriages formerly operated by Southern, which are being leased through Porterbrook. The complex project to make this happen involves platform lengthening at 60 stations. It also includes bringing Platform 20 in the former Waterloo International Terminal back into use, which we successfully achieved in November 2013, six months ahead of schedule. Q67: Why has the 0818 Staines to London Waterloo service been reduced to 4 carriages when there is already overcrowding and busy trains? A67: Unfortunately we are short of stock at the moment, due to a combination of various defects and late entry into service of the lengthened five-car units onto suburban services. At the same time we are having to send the existing units used on the Reading line away as part of this programme. We now have four 10-car trains in service and we have also introduced refurbished former Southern two-car class 456s into service on the suburban routes which should help the situation. In the medium to longer term, the introduction of 10-car trains on Windsor, Weybridge and Hounslow services within the next 12 months or so which should help the overall position on the route. More platforms in the former Waterloo International Station will also be reopened for SWT services. Beyond 2017 until 2019, the introduction of 10-car trains on other services through Richmond will provide additional capacity; it is also hoped to provide two or three additional peak services through Richmond. Q74: Trains on the Bracknell line have been reduced to 4 coaches which is not enough for peak time.

A74: Unfortunately we are short of stock at the moment, due to a combination of various defects and late entry into service of the lengthened five-car units onto suburban services. At the same time we are having to send the existing units used on the Reading line away as part of this programme. We now have four 10-car trains in service and we have also introduced refurbished former Southern two-car class 456s into service on the suburban routes which should help the situation. In the medium to longer term, the introduction of 10-car trains on Windsor, Weybridge and Hounslow services within the next 12 months or so which should help the overall position on the route. More platforms in the former Waterloo International Station will also be reopened for SWT services. Beyond 2017 until 2019, the introduction of 10-car trains on other services through Richmond will provide additional capacity; it is also hoped to provide two or three additional peak services through Richmond. Q75: Bracknell to London Waterloo runs every 15 minutes in the evening peak. This would be nice if the morning peak had the same pattern. It would be nice to always get a seat. A75: One big issue that affects performance is that of limited track capacity and congestion. This affects a number of areas across our network, especially nearer London and it is a major issue for us. Our timetable restructure introduced in December 2004 has helped enormously; however, the tracks are still heavily used during peak hours, with little spare capacity to absorb delays. This means that a delay to even a single train can have a knock-on effect to many others a multiplier effect. Q84: Overcrowding is an issue, Wimbledon route is particularly bad. A84: Unfortunately we are short of stock at the moment, due to a combination of various defects and late entry into service of the lengthened five-car units onto

suburban services. At the same time we are having to send the existing units used on the Reading line away as part of this programme. We now have four 10-car trains in service and we have also introduced refurbished former Southern two-car class 456s into service on the suburban routes which should help the situation. In the medium to longer term, the introduction of 10-car trains on Windsor, Weybridge and Hounslow services within the next 12 months or so which should help the overall position on the route. More platforms in the former Waterloo International Station will also be reopened for SWT services. Beyond 2017 until 2019, the introduction of 10-car trains on other services through Richmond will provide additional capacity; it is also hoped to provide two or three additional peak services through Richmond. Q87: Can the platforms be extended at Overton to accommodate longer trains? I have previously written to Tim Shoveller about this. A87: Thank you for your feedback, it has been highlighted with our Stations Team. Q91: More carriages are needed on London Waterloo to Woking services. A91: We are introducing 108 extra carriages as part of the Government's High Output Specification Programme (HLOS) which will allow us to provide extra capacity where it is needed most, helping commuters at peak times. We will be able to run 10-car trains rather than eight-car trains on some of our busiest routes using refurbished carriages formerly operated by Southern, which are being leased through Porterbrook. The complex project to make this happen involves platform lengthening at 60 stations. It also includes bringing Platform 20 in the former Waterloo International Terminal back into use, which we successfully achieved in November 2013, six months ahead of schedule. Q92:

Aldershot trains are too short in during the peak period and there are no toilets on some trains at weekends. A92: Unfortunately during the peak period we have no spare stock available to extend trains, however we are investing in new stock for the future. Q98: There is a lack of carriages on some routes and this is not necessary short formed trains. A98: Unfortunately during the peak period we have no spare stock available to extend trains, however we are investing in new stock for the future. Q102: Is capacity building in the coming years? A102: Yes, we are investing in new stock so we can operate longer trains and the opening of London Waterloo International Platforms will allow us to run more services. Q109: The 0710 from Whitchurch is normally a 10 car, but the 1750 from London Waterloo is only 6 car? Why do you terminate trains at Basingstoke during disruption? A109: We use data from head counts obtained by our Train Planning Department to calculate the best number of units to providehowever, there is a limit to the number of units we use per train and the overall number available. We operate a walk up train service and whilst this is a huge benefit to customers, giving wider flexibility, it also makes it difficult to track passenger trends. Trains are terminated at Basingstoke in order to stop the disruption spreading so that we can maintain a regular service on the unaffected part of the network.

Q133: There are no seats on my journey from Walton on Thames to London Waterloo, but 1st class is empty, why can t it be declassified? A133: Thank you for your feedback, on some of our busiest services 1 st Class is declassified, please check with your Guard when boarding. Q136: The trains from Southampton to London Waterloo between 0600 and 0700 have no seats and poor timekeeping. A136: From December 2015 we are introducing a new early morning train from Southampton to London Waterloo at 05:20 and 0703 from London Waterloo on weekdays. Q137: The Alton line is overcrowded from Woking and has problems with frequency. A137: The performance of trains on the Alton line has improved over the last 12 months and there are now a greater number of services from Woking. We do understand that trains are busy from Woking but this due to the station being a particularly busy interchange station on our network. Q150: The 0705 from Winchester is 10 coaches but needs to be12. I don t like 450 class trains. A150: The maximum length of the 444 stock is 10-cars, therefore in order to provide a longer service offering more capacity we have to use 450 stock.

Q153: The 0911 Surbiton to London Waterloo service is only 4 coaches but later stopping service 8 coaches. Why is this? A153: Although the later stopping service may not require 8 coaches, the service it previously formed would require this capacity. Q160: You have sold too many 1st class tickets so it's now oversubscribed. Are there any plans to add more 1st class seats? There are also not enough ticket checks. A160: We have no plans to amend the current ratio of first class to standard class seating. In regards to your comments about tickets checks, our Guards have many duties and many of these are safety critical. It is important that Guards on services are in the right place at the right time for certain duties. Nevertheless please be assured our Revenue Teams do work trains on a regular basis and are rostered to take specific services. They are able to devote more attention to ticket checks as this is the main part of their job. Revenue staff are split between on train work and station work. Q161: The 0740 Woking to London Waterloo is 10 cars but you need more. A161: We use data from head counts obtained by our Train Planning Department to calculate the best number of units to provide. However, there is a limit to the number of units we use per train and the overall number available. We operate a walk up train service and whilst this is a huge benefit to customers, giving wider flexibility, it also makes it difficult to track passenger trends. Unfortunately during the peak period we have no spare stock available to extend trains, however we are investing in new stock for the future.

Q162: Can you run more fast trains not to stop at Earlsfield? A162: As there are trains every 3 minutes on the suburban lines during the peaks, all that would happen is that a non-stopping train would catch up the train ahead. It would also lead to "unbalanced" loading of trains. Q164: The between trains between London Waterloo and Surbiton are overcrowded. A164: The introduction of 108 extra carriages as part of the Government's High Output Specification Programme (HLOS) allows us to provide extra capacity where it is needed most, helping commuters at peak times. We will be able to run 10-car trains rather than eight-car trains on some of our busiest routes using refurbished carriages formerly operated by Southern, which are being leased through Porterbrook. The complex project to make this happen involves platform lengthening at 60 stations. It also includes bringing Platform 20 in the former Waterloo International Terminal back into use, which we successfully achieved in November 2013, six months ahead of schedule. Q171: The trains are overcrowded, late and delayed due to engineering works frequently over-running. A171: We apologise for times when our services are overcrowded, late or delayed. We run an extremely busy network but projects are underway to extreme capacity over the coming years. During times of disruption, service recovery is our priority which can sometimes mean terminating services at short notice. Please see our website for live updates during these times. Q183: There are not enough seats so South West Trains should remove first class. A183:

We currently have no plans to amend the ratio between first class and standard class seating. Q205: What is the date of the London Waterloo 1-4 platform works? Will it be advertised on our website? Where can I find more information? A205: The London Waterloo 1-4 platform works starts August 2016 for around 2 months, and will be advertised in advance on our website in due course. Q218: The platforms at Hampton Wick, have been extended. When will we get longer trains? A218: This is a gradual process as units are currently being refurbished. Longer trains will be introduced once Platforms 1-4 at London Waterloo are extended in 2017. Q221: You need to enforce the cycle policy, on the 0705 service from Woking, cycles block the 4 seats while cyclist sit and occupy seats. A221: All staff are currently being re-briefed on our cycle policy so that it can be more strictly enforced. South West Trains Cycle Policy is regularly being reviewed and we have identified that as the demand for seats, passenger and cycle spaces grows, it becomes more imperative that a balance is achieved in satisfying all groups but recognising however, that the demand for passenger spaces is paramount. To meet this goal, changes to our existing policy will be necessary; however, any change to the policy requires the approval of the Transport Minister. Now the General Election has taken place we are in the process of collating data to ensure a detailed evidence based policy change proposal to be presented to the Department for Transport in late 2015.

It is worth noting that our cycle facilities have been hugely successful in attracting cyclists onto the rail network with The South West Trains Network handling 25% (9.3 million of the 37 million journeys in 2013) of all cycle rail activity, therefore, policy changes will need to be considerate of this. To enable customers to leave their cycles securely at our stations at the start of their journeys we have continued to invest in station cycle facilities, we have doubled our station facility provision since 2007 and provide more storage than any other UK operator. Q225: I travel from Haslemere and the toilets have been unpleasant multiple times. A225: On the Portsmouth line, the majority of London Waterloo-bound trains come from Fratton depot where it is normal practice to empty/refill and check operation of all toilets, except when the incoming service the previous night is degraded for whatever reason. The depot then do as many as possible and report defective toilets via the WICC /database so that remedial action can be generated. Full or empty toilets are locked out of use. The reliability of the Desiro toilets which use the route have improved due to a 2014 overhaul programme on both fleets which included a number of replacement toilet units. Q226: There are no seats from Haslemere, especially on the 0700. The trolleys are always in the middle and don't get to ends due to congestion. A226: Regretfully this is one of the busiest trains on our network during the peak morning service. One benefit of the flexible service we provide is that this gives customers more choice over the train they decide to use. Whilst I completely understand that customers base their journey time around work commitments, we do operate very regular services from most stations throughout the morning peak and a short wait for the next service can often mean a more comfortable journey. There will always be more popular services and these will be busier than earlier or later trains. Carrying over 500,000 customers a day there will always be occasions when some trains are more crowded than we or our customers would like.

Q232: What are the plans for more services at Raynes Park? A232: More services have been planned for the future which is tied in with our plans for London Waterloo Platforms 1-4. After 2017, 10-car services will be calling at Raynes Park. Q242: I am concerned there will be disruption during Rugby World Cup A242: We are introducing additional services dedicated to the use of Waterloo International Terminal, so disruption should be minimised. Q255: I am wondering why the down escalator at Southwark is out when there is already congestion at London Waterloo A255: Unfortunately we are unable to answer this as Southwark station is operated by Transport for London. Q256: Why is the 0740 only 10 carriages from Woking? A256: Apologies for the inconvenience caused, please be assured this will become a 12 coach service by the end of this year. Q259:

I travel on the 0645 from Richmond and I had 3 short formation trains last week 1) When will it improve? 2) Why not sooner? 3) Refund requests 4) Legal passenger 5) Is it in line? 6) Do they know what staff they[?] 7) Senior Mgs travel routes A259: The vast majority of our services do operate using the maximum number of carriages; however there are times when unfortunately this is not possible and we have to run services with fewer carriages than we would like. The only other alternative is to cancel the service completely. Whilst travelling on a shorter train is undoubtedly uncomfortable our research has shown that it is preferable to the train being cancelled in its entirety. In such instances where our trains are formed of few carriages than timetabled, our customer information team work hard to ensure that customers are kept informed, through our website and through the Alliance Twitter feed @SW_Trains, about times when their service may be made up of fewer carriages than normal. At the moment, regrettably the network is completely full and we cannot add additional services as there simply isn t space on the tracks to run them. However please be assured that we are in the process of implementing a major investment programme in the refurbishment and expansion of our fleet. Q265: Can I have an update on the use of 10-car trains through Ashtead? A265: The upcoming 10-12 car trains and platform extensions on our Metro line will be in place by Spring next year. Q266:

What are the plans for using London Waterloo International Terminal? A266: Waterloo International Terminal is being used during disruption and will be used for the Rugby World Cup and to assist in extensions of Platforms 1 to 4. Q283: We have 10 car platforms at Cobham, but few if any 10 car trains. A283: Platforms 1-4 at London Waterloo are currently undergoing plans for their lengthening, scheduled to take place in 2017. This means they will be able to accommodate longer trains for this service to and from Cobham. Also we are introducing two 10-car services from and to Cobham during the morning peak period, and one 10-car service on this line during the evening peak period. Q285: At Thames Ditton, the half-hourly services are now becoming very crowded; this is because of free parking in the area. A285: There are currently no spare pathways to operate any more trains during the peak periods, however we will be enhancing the Hampton Court service post- 1900 from December this year. Q291: Why isn t there a 10-car service from Worcester Park? A291: Unfortunately we cannot operate 10-car trains on the suburban lines in any quantity until platforms 1 to 4 at Waterloo are lengthened, this is programmed to be undertaken in Summer 2017. Q311:

I am concerned with the safety of my journey from Staines to London Waterloo. I am short, I get squashed and I have nothing to hold onto. I am then asked to move down the carriage, which doesn t help. A311: We appreciate that travelling on an overcrowded service is not ideal and we note your point about safety and overcrowding. All the trains we operate do so in full compliance with all safety requirements and are safe to operate on all the routes they are passed to run on. Every train is designed to operate safely, even when full and standing, with no adverse effect on structural integrity and braking performance. There is no statutory limit on the numbers travelling on a train and to enforce such a limit would be difficult unlike a bus or plane, where access is restricted to a particular door for example. Many stations are unstaffed and trains have many doors all providing access. We apologise for the discomfort you have experienced. Q322: There is overcrowding on the Basingstoke line. A322: There are plans for increased capacity in the future. We are expecting more trains in the West of England area at the end of this year. Q326: The 0750 Egham service is too congested. I have a first class ticket and there is still no room - so why do I pay the extra? A326: Unfortunately we are short of stock at the moment, due to a combination of various defects and late entry into service of the lengthened five-car units onto suburban services. At the same time we are having to send the existing units used on the Reading line away as part of this programme. We now have four 10-car trains in service and we have also introduced refurbished former Southern two-car class 456s into service on the suburban routes which should help the situation. In the medium to longer term, the introduction of 10-car trains on Windsor, Weybridge and Hounslow services within the next 12 months or so which should help the overall position on the route. More platforms in the former

Waterloo International Station will also be reopened for SWT services. Beyond 2017 until 2019, the introduction of 10-car trains on other services through Richmond will provide additional capacity; it is also hoped to provide two or three additional peak services through Richmond. Whilst it is not possible to guarantee a seat, I understand your disappointment. As a first class season ticket holder, you are entitled to compensation where there are less than the usual number of 1st Class carriages or seats on a train. Confirmation of non-availability of 1st Class should be obtained by way of a special form or written confirmation from the guard, with the application then made through the office that issued your ticket Q356: I travel from Queens Town Road to Waterloo. It take me 3 trains to find one I can board during the morning peak and by the time I get to London Waterloo we are bursting at the seams. A356: We are currently working on a scheme to introduce 10 car trains by the end of the year in line with the lengthening of Platforms 1 to 4 at London Waterloo which should work to increase capacity. Q361: Guards should make the "Please move down the trains" announcement over and over again as making it once does not help the commuters. People are desperate to get onto trains home and they need all the help they can get to get into the train. Some people just do not get that they need to MOVE DOWN THE TRAIN! A361: Guards are instructed to make the announcements where necessary. However thank you for this feedback, it will be passed on to the Guards Management team.

CSC Q39: I would like a response as soon as possible please to complaint SW-150506- AHK. Q73: I have written to South West Trains and have not received a response, it has been over three weeks. Q201: I have not had a response when phoning or emailing the Customer Service Centre. Q239: My complaint took longer than 20 days to respond to. Q288: There were train delays due to an incident at Bentley and I have still received no response from the Customer Service Centre. Q307: My complaint took 5 months to answer. Q351: I complained to South West Trains via email 2 months ago and have still not received a reply. A39, A73, A201, A239, A288, A307, A351: Following recent disruptions, our teams are very busy trying to deal with the large volumes of calls, letters and emails relating to the disruption. If you have made contact with us, we would ask you to please be patient whilst waiting for a response. We are however still keen to hear your feedback and thoughts on our services and your views on what we can do to improve further.

You may wish to contact our team by telephone on 0345 6000 650 (6am- 10pm) and quoting your reference number, our team will be happy to help. Q80: Why do we not follow the example of pre-paid envelopes like Virgin / Arriva / First Great Western etc.? Do we intentionally do this to prevent claims? A80: We have recently updated our customer comments from our 'Any Concerns' form to 'We Welcome Your Feedback' form, following feedback from customers and colleagues. We do allow customers to scan in their forms and email in to us or via our web form. If it is for ticket submissions this can be done via a manned ticket office. Customer Service Q18: Guards are not telling people to remove their feet from the seats. A18: There are signs in most coaches of our trains regarding customers putting their feet on seats and our guards do what they can in terms of announcements. Our guidelines to them, however, are to use discretion in the case of aggressive passengers who refuse to stop this practice. Guards have no power to force such people to remove their feet - only the police can do this. They reserve the right to call the police but obviously taking such action would delay the train which would then delay a huge number of customers. Q68: When the station is busy, guards close train doors when customers are still boarding. A68: Trains running on time is something we all want to see improve. We aim to ensure that all trains depart from stations exactly on time.

If departure times are to mean actual departure times, both the passengers and the train have to be ready to go. To ensure this, all Guards on trains equipped with automatic doors now have instructions to close the doors 30 seconds prior to departure time so that the train is ready to move exactly on time. We are asking our customers to help us achieve a right time railway by arriving in good time at the station and by not attempting to board trains if staff ask them not to. This is not a policy designed to cause added difficulties for commuters such as yourself but is designed to improve everyone's quality of life by doing our utmost to prevent delays that are within our power to prevent. Q319: Gateline staff are not at all friendly when greeted and seem very unhappy. It would be nice for them to say hello. Q362: Wimbledon Station needs a change in management. I think the staff are unhelpful and are not to be seen during times of disruption. The gateline staff are friendly but do not know the correct responses to help the customer and have given me incorrect information in the past. Further to this, 4 out of 5 ticket machine were broken when I visited the station yesterday. A319, A362: The situation as you describe it is not the attitude or service level we would expect our staff members to provide. Even if it is not possible to fulfil a customer's request we expect all transactions to be dealt with in a pleasant and courteous manner. Q105: I often find frontline staff can be very rude in times of disruption. A105: We are very sorry you have received poor Customer Service from a member of our staff. We take these complaints very seriously and will be sure to raise it with the appropriate manager. Please do not hesitate to formally complaint to

our Customer Services Centre should you continue to experience problems: https://www.southwesttrains.co.uk/contact-us-form.aspx Q118: There is very poor customer service at Woking, particularly from Guards. A118: We are very sorry you have received poor Customer Service from a member of our staff. We take these complaints very seriously and will be sure to raise it with the appropriate manager. Please do not hesitate to formally complaint to our Customer Services Centre should you continue to experience problems: https://www.southwesttrains.co.uk/contact-us-form.aspx Q130: The staff at Surbiton are generally very unhelpful. A130: We are very sorry you have experienced poor Customer Service from members of our staff at Surbiton. We take these complaints very seriously and will be sure to raise it with the appropriate manager. Please do not hesitate to formally complaint to our Customer Services Centre should you continue to experience problems: https://www.southwesttrains.co.uk/contact-us-form.aspx Q135: What is your complaints procedure, and how long does it take complaints to be answered? A135: We aim to respond to 90% of comments and complaints within 10 working days. If a full reply cannot be made within 20 working days, we will contact you to update you. It may take longer to provide a full reply and if this is required, we will send you an acknowledgement after 10 working days and a full reply within 20 working days. http://www.southwesttrains.co.uk/uploads/ccchp2011.pdf

Q216: I have emailed South West Trains regarding a recent journey where my train from Andover to London Waterloo was cancelled due to a train breakdown at Overton. I requested how to receive a refund for a car parking ticket and mileage for me driving to Basingstoke. I am a Goldcard holder who travels daily from Andover to London Waterloo. A216: This will be chased up with our Customer Relations team as a matter of urgency. Q251: I have not found the assisted help service useful. No-one turns up to help with luggage (elderly passengers) on the Mainline and at London Waterloo. A251: We are sorry that you have experienced problems with our Passenger Assistance. If problems persist, please do not hesitate to contact our Customer Service Centre and log a formal complaint. Q268: It is important to keep staff engaged and give them praise when things are done well. A268: Thank you for your feedback. Cycle Policy Q29:

I travel from Haslemere to London Waterloo at around 06.20am / 06.30am and there are severe issues with bicycles. There are far too many bicycles leading to passengers having to stand. Q100: Please can you confirm whether if the Cycle Policy is to be reviewed? The Brompton Bikes storage is also dirty and on occasion has made my clothes oily. Q120: I would like more information regarding the South West Trains Cycle Policy. Q180: I think you should ban bicycles on services during the Peak Times. Q231: Please enforce the Cycle Policy more, especially during peak times. Q248: The Guard on my service is unaware of the Cycle Policy, which only applies after Guildford. Cyclists can board trains prior to Guildford with bikes, but the Guard does not realise this. The South West Trains map and details on the Cycle Policy are also unclear and confusing. Q298: The Cycle Policy should be enforced more advising passengers that full sized bikes are not allowed. Q315: South West Trains need to review the Cycle Policy, specifically the use of full size bikes on trains during rush hour. Are there any plans to change this? Q375: Regarding folding bicycles on trains, there should be a designated area for owners to stand so that they can move their bicycles for other passengers as required. A29,A100, A120, A180, A231, A248, A298, A315, A375: All staff are currently being re-briefed on our cycle policy so that it can be more strictly enforced. South West Trains Cycle Policy is regularly being reviewed and we have identified that as the demand for seats, passenger and cycle spaces grows, it becomes more imperative that a balance is achieved in satisfying all groups but recognising however, that the demand for passenger spaces is paramount. To meet this goal, changes to our existing policy will be necessary; however, any change to the policy requires the approval of the Transport Minister. Now

the General Election has taken place we are in the process of collating data to ensure a detailed evidence based policy change proposal to be presented to the Department for Transport in late 2015. It is worth noting that our cycle facilities have been hugely successful in attracting cyclists onto the rail network with The South West Trains Network handling 25% (9.3 million of the 37 million journeys in 2013) of all cycle rail activity, therefore, policy changes will need to be considerate of this. To enable customers to leave their cycles securely at our stations at the start of their journeys we have continued to invest in station cycle facilities, we have doubled our station facility provision since 2007 and provide more storage than any other UK operator. Fares Q82: You have the most expensive network in Europe. Q107: Your fares are increasing whilst your service is decreasing. Q113: Your fares are too expensive, are there any plans for reducing ticket prices? Q166: Your ticket prices are too high. Q209: The services I travel on are the 0630, 0746, 0818, 1800 or 1815 and I think your fares are too high. Q244: I travel between West Byfleet and London Waterloo and pay too much for poor service. Q308: The Leatherhead to London Waterloo service is poor value for money.

Q313: Your ticket prices are far too high and are 10 times more expensive than train services in Italy. Q346: I am not happy with the amount I have to pay to travel on your trains. Q359: I think train travel is too expensive. I would like to know where all the money goes. What do your accounts look like? Q360: I travel from Godalming to London Waterloo. As London develops economically it is pricing people out of their homes. There is now increasingly people moving out of London to places like Godalming resulting in trains becoming far more crowded. I pay 3000 for my ticket and it is not nice having to stand for 40 minutes. How are you going to address this? A82, A107, A113, A166, A209, A244, A313, A346, A359, A360: We appreciate your concerns regarding our fares prices. In January 2015, the overall average increase in rail fares in the UK was 2.3%, the lowest for five years. Rail fare rises are determined largely by government policy and money from fares goes directly towards running and maintaining the railway. For every pound spent on fares, 97p goes on track, train, staff and other costs while 3p goes in profits earned by train companies for running services on Europe s fastest growing railway. The industry is continuing to work together to get more for every pound we invest to enable government to make fares decisions which work best for passengers. Q347: I travel three days a week to London Waterloo and feel disadvantaged that there is no ticket similar to a weekly season ticket to save me money. A347: Thank you for your suggestion regarding part time season tickets. Traditionally train operating companies have provided reduced cost season tickets to the customers who use our services the most, daily regular commuters. This is reflected in our pricing structure and in general terms; the longer the season ticket, the greater the saving is when compared to daily tickets.

As working patterns have changed the way some people purchase tickets has altered. Whilst we anticipate that daily commuters will continue to be the majority of our peak customer base, we are mindful that we will need to consider those who work less rigidly and bulk buy tickets for the same journey, but not necessarily on consecutive days. We are currently working closely with the Department for Transport and other Train Operators to set up a trial for flexible ticketing using a smartcard system. However before the trial starts there are several complicated issues that need to be resolved. Unfortunately, although we do plan to bring in part time season tickets, it is therefore unlikely that we will be able to offer them in the immediate future. Q57: The leaflet stating the Annual GoldCard benefits does not match off-peak restrictions. A57: Thank you for comments, we will look into this. Q83: Your fare system is far too complicated. A83: The fare system is coordinated nationally through ATOC, which represents the complexity of the railway. However we are working together to simplify the fares structure for our passengers. Q344: I am very unhappy with the pricing structure of tickets and the information that is provided, it is cheaper to buy an off-peak ticket to London Waterloo from the Ticket Office than the Ticket Machine. A344: If you would like to discuss your query in more detail, please do not hesitate to contact our Customer Services Team, but we thank you for your feedback which will pass onto our Retail Policy department.

Information Q37: There is no information provided at Woking regarding the next train during disruption. Q43: On Thursday 14th May 2016, the 1635 London Waterloo to Reading service was terminated at Ascot due to power issues. I only found this out via the South West Trains mobile website. Q112: The on-train information is not good enough. There is no explanation during disruption on short formation trains. Q115: I think your information is inconsistent during times of disruption. Q175: The information from staff is not as good as from Twitter or via the South West Trains website. Q267: I believe information is very important during times of disruption. Q327: There is a lack of information during times of disruption waiting at Farnborough and London Waterloo meaning I am unable to make decisions on alternative methods of travel. Q370: I find there is a lack of communication during times of disruption. A37, A43, A112, A115, A175, A267, A327, A370: At South West Trains, we are committed to providing quality information to our customers. We are continually reviewing how we communicate information and

manage disruption, working with the British Transport Police and our Alliance partners Network Rail to review changes in order to ensure you that at the times we can t provide our advertised service, we can tell you why and how to complete your journey as quickly as possible. We have also received positive feedback regarding the use of our Twitter page. During disruption live train running information is tweeted (@SW_Trains) from inside our Central Control & Security Centre and questions are answered by our Control Team. Q250: Please can I have some information regarding the Strike on Monday? Q272: Please can I have some information regarding the Strike on Monday? A250, A272: Please visit www.nationalrail.co.uk/industrialaction for up to date information regarding the possible Industrial Action Strikes scheduled for Monday 25th May and Tuesday 26th May 2015. Q78: South West Trains are usually good. You have better information sharing and Wifi than Southern. A78: Your comments have been noted and we appreciate the time you have taken to let us know. Q34: Why has the 'Fastest To' board disappeared from the screens at London Waterloo? This is a really useful board. When will it be fixed? Q42: Why has the 'Fastest to' board disappeared from the screens at London Waterloo? Q121:

Why has the 'Fastest To' board disappeared from the screens at London Waterloo? When will it be fixed? Q148: Why has the 'Fastest To' board disappeared from the screens at London Waterloo? There is also not enough on-board information. Targeted travel alerts need to be more specific. Q172: Why has the 'Fastest To' board disappeared from the screens at London Waterloo? Q176: Why has the 'Fastest To' board disappeared from the screens at London Waterloo? When will it be fixed? A34, A42, A121, A148, A172, A176: We are very sorry about the recent failure of our Fast Train boards at London Waterloo. We are currently upgrading our systems and we are working with our Contractor to provide a solution as soon as possible. Please be assured they will be back up and running as soon as possible. Q15: There is a lack of management visibility during disruption. Why have you demobilised CAT Teams? There is a lack of support for local station staff on the frontline. A15: CATs teams are still mobilised during major service disruption however the effectiveness of these is dependent on the locations affected and the proximity to available volunteers. For example the station management team at Waterloo has a plan for utilising volunteers during disruption and this helps us provide a visible support on the station concourse, however when there is disruption at multiple locations this isn't always possible. Q17: Why are there automated announcements made, only for the guard to repeat the full announcement all over again?

A17: Manual announcements are pre-programmed in line with regulations from governing bodies. Guards are instructed to make manual announcements where necessary. Q20: Automated announcements never state when trains are running fast, customers have to find out using their mobile phones. A20: Our screens at Raynes Park run in 'countdown' mode, which work the same way as indicator boards on underground stations. As a result of this many automatic announcements are disabled, including those about service alterations. The screens do however show the calling points of the first train, so should have indicated that the train was running non-stop. We'll look into this in case the screen is faulty, and will also investigate whether announcements can be provided in future. Q36: Is there the possibility for announcements to individual coaches, informing passengers they are in the quiet coach so as not to speak? A36: Unfortunately this is not possible with our current rolling stock, however we will bear in mind your comments for future reference. Q38: My train changed platforms at Woking and there were no announcements. A38: I can only offer my sincere apologies for the poor information and the poor service given regarding this incident. Q65:

When the announcement is received that the train has to wait for the faster train to depart first, it would be nice to be reassured some more. A65: I have passed your correspondence to our Guards Manager for their attention. Q77: Guards are not announcing the upgrades. There is not enough information about first class upgrades. A77: Thank you for your feedback, this will be passed on to the Guards Management Team. Q86: Regarding announcements for platform alterations and terminations, why do announcements announce stations the train is no longer calling at? Also, how am I able to make connections when the train is on the opposite platform? A86: The pre-recorded announcements on trains are pre-programmed and are triggered via GPS. Unfortunately this does mean that during disruption they can be incorrect. In these circumstances we would expect the Guard to make manual announcements giving correct information and clarifying any confusion. Q104: How long do you have to declare a void day? Why do you not publish this info when it is declared? A104: To give you a clearer picture on our Void day process, as a season ticket holder we have special arrangements in place for you. Season ticket holders are awarded void days for days when there has been severe disruption and no alternative transport provided. There are some instances that fall outside of our control, such as weather conditions for example. After any major disruption we collect all of our performance data and the decision of whether to award a void day or half day is made at Director level. Because this decision is based

on so much data it can take a couple of weeks for a decision to be made. All void days are automatically calculated at the Ticket Office and the number of days available to you can be viewed at stations or on our website throughout the year. To explain further, regarding how void days are calculated, the process below is used on all peak time trains. This is for the morning (start of service to 09.30) and evening peak (16.00 to 19.30) services. The figures below, are the total number of services that need to be delayed in a particular group. As you are aware we have 7 groups and they are all calculated the same way. Suburban 50% or more trains 20 mins Late Mainline 50% or more train 40 mins Late Each group (1 to 7) is calculated individually. Also any exclusion are removed first. Exclusions include, weather, fatalities, vandalism, bridge strikes, trespass etc. To calculate the amount due, the cost of your yearly ticket is divided by 260 to calculate the daily rate (the AM & PM peak) as your ticket price is based on 260 days of travel. The remainder of the year warrants free travel. Our Train running performance is independently monitored however, it is an overall performance and is not solely focused on a particular line. The information is published online here - http://www.southwesttrains.co.uk/our-performance.aspx#159265 For further information on Passenger Charters, see ATOC - http://www.atoc.org/about-atoc/commercial-activities/fares-retailsupport/passengers-charter/ Q108: Information at Kingston is not displayed correctly and station staff need to make announcements. A108: The technology is available at Kingston for staff to make announcements so the Station Manager will monitor this moving forwards, however it must be noted that running trains fast is often a very last minute decision and that the boards can be slow to react.

Q124: You have too many tweets about promotions, it is too repetitive. A124: Thanks you for the feedback. We will pass this to our Social media team so we can review how we provide this information. Q129: Why can the guard not announce which side doors will open on arrival at London Waterloo? A129: As arrival platforms change at London Waterloo the guard will not always know the correct side until they are arriving onto the platform. Q140: There is no proper information, always mixed messages coming from different sources and some announcements are not even audible. A140: Whilst we would normally expect the combination of information from the various sources to keep our staff and thus customers informed, there are times when incidents develop more quickly than information can be transmitted, and of course access to these systems is not possible at unmanned stations. Q154: Why are void days not published on the website? The information is not available at Stations. A154: The information regarding the number of void days per Service Group is published online at http://www.southwesttrains.co.uk/ourperformance.aspx#159265. However I have passed your comments to the relevant Management regarding specific void days not being published.

Q169: Why have the Information screens been relocated? South West Trains need more Information screens. A169: Please contact our Customer Service Centre with details of the station for which you were referring to and we can look into this issue. Q177: There is poor communication. One specific site on the London Waterloo concourse as a dedicated information point would be good. One person needs to take control. A177: Thank you for your feedback, we will pass this onto the London Waterloo Station Management team for consideration. Q197: There is no consistency in guards announcements, particularly in the quiet zones. A197: Thank you for your feedback, this will be passed on to the Guards Management Team. Q236: There should be more bus information, real-time and any disruptions around London. A236: We recommend visiting our Information Kiosk at London Waterloo for up-to-theminute updates regarding disruption around London. We are also in discussions with Transport for London on the installation of real-time bus information screen.

Please note that Transport for London already provide information on how bus services are running, which is available via mobile phones and other online sources. We have a number of stations where connections are possible with local buses (not all of which are run by TfL) and providing realtime information for these would be a complex undertaking. We are, however always looking for ways to improve information for passengers and will speak with TfL about any developments which might make this possible. https://www.tfl.gov.uk/bus/status/ Q238: The station announcements at Hampton Court are unclear and confusing. A238: We are not aware of any general issues regarding station announcements at Hampton Court, however we have passed your comments to our Information Management for investigation. Q246: I am concerned about lack of information during disruption and the amount of time it takes to recover from fatalities. I would like to see posters detailing service recovery. A246: We have undertaken a number of initiative to help prevent suicides including working closely with the Samaritans, and the South Western Railway have also launched a Fatality Steering Group and appointed a Project Manager to oversee fatality mitigation projects During disruption, the situation is often changing rapidly and our stations are not generally equipped with the facilities to print posters with this type of service information. We are, however trialling technologies which might improve this. This includes the installation of RailPoint screens at Clapham Junction and Southampton Central, and we are also looking at how mobile phone apps might be used to provide this. In addition we have introduced new software and smartphones to improve information to frontline staff and passengers.

At present, you can see realtime information about service recovery during disruption using the Live Train information section of our website, and can also sign up for our JourneyCheck Alert service which will email you details of any alterations which might affect your regular journey. http://m.journeycheck.com/southwesttrains https://m.journeycheck.com/southwesttrains/login?from=&to=&savedroute=fal se Q263: There are confusing messages on your information boards. A263: We are currently in the process of integrating our information systems under the Darwin program, which connects our customer information systems (and those of other train operators) to the National Rail Enquiries system. This will eliminate the problem of online sites and apps showing different information from station screens, and ensure consistency of our information. With regards to messages about disruption, we are constantly reviewing and improving our messaging, and are in the process of investigating how mobile phone technology can give our frontline staff access to the same realtime information that is available to our office based staff. Q278: I travel on the 0607 service from Ash Vale and the guard does not walk down the train or make accouchements. A278: Thank you for your feedback, this has been passed to the Guards Manager. Q282: Can you please explain your strategy for detraining passengers during disruption? Recently Portsmouth services have been terminated at Woking but this has been poorly communicated. A282:

Unfortunately during disruption we have to make service alterations for the greater good. We do however listen to feedback and are constantly reviewing our procedure. Q321: There needs to be more on-board information when trains run fast. A321: Thank you for your feedback, we will pass this onto our Information Team. Q323: I would like more communication for upcoming Engineering Works. A323: We give advance notice of this work and the effect this will have on the service, so that customers can plan their journeys accordingly. The information is available from a number of sources up to twelve weeks in advance: At local stations From National Rail Enquiries on 08457 484950 From National Rail Enquiries website at www.nationalrail.co.uk From our website at www.southwesttrains.co.uk Q328: Where can you find the planned number of carriages in advance to plan a journey? A328: This information isn't available in a public published format at present, however if you have a specific journey in mind you can contact us for advice. Our local staff, Customer Relations and social media teams will be able to provide details for individual trains to help you plan your journey. http://mobile.usablenet.com/mt/www.southwesttrains.co.uk/contactus.aspx?un_jtt_v_dummy=yes https://twitter.com/sw_trains

Q331: The Worcester Park cancellations last Monday were terrible - the CIS screens didn't update. It is a very small station for the amount of people on the cancelled train which makes the platform dangerous. There was no information about what was going on. A331: Sorry the screens weren't properly updated. We'll check with local station staff to ensure they are working correctly. You can always check on how trains are running using the Live Train information part of our website, or sign up for our JourneyCheck Alert service to receive details of how your train is running. These are updated as soon as decisions are made which will affect your journey. http://m.journeycheck.com/southwesttrains https://m.journeycheck.com/southwesttrains/login?from=&to=&savedroute=fal se Q332: During disruption, I find that customers often know more than the Guard. I also find some Guards do not make enough announcements. Why don't your different departments communicate more effectively? A332: Guards are regularly monitored to ensure the announcements they make are both timely and relevant. All of our guards are provided with Blackberrys to inform them of disruption as soon as possible. Even if no estimated time of delay can be given we always expect staff to make an apology and update customers regularly every 5-10 minutes. We recognise that this reassures customers, even if no specific time scales can be given of when service will be back to normal. We have received positive feedback regarding the use of our Twitter page (@SW_Trains). During disruption live train running information is tweeted from inside our Central Control & Security Centre and questions are answered by our Control Team.

Q333: Please can you display real time information during disruption on information screens. A333: The CIS display information, which is retrieved from a system called TRUST reporting, used in most Control Centres on the railway. In simple terms, TRUST updates a system when trains go over a certain point on the rail, so it knows how many minutes late a train is if it is delayed passing a specific point. However, if a train then becomes stuck between two reporting points or is further delayed before the next reporting point TRUST will not be aware and therefore not update. If TRUST does not update, neither will the screens at Station. There is a system that we can use to override TRUST but this needs staff to manually input data. This may not always be possible. If there are widespread delays staff would only be able to put an estimated delay time into the system, the delays could increase or reduce in time, hence this is a task rarely carried out as it would not give a clearer picture than by waiting for the train to continue and trigger the TRUST reporting point. Staff at stations should be able to obtain information on any delay by calling our Control Office. Our Help Point staff will always be able to advise of disruption, as will National Rail Enquires staff. Q352: During times of disruption, the South West Trains Twitter feed is not helpful. South West Trains do not answer questions asking for help, but do acknowledge good comments. A352: We have received positive feedback regarding the use of our Twitter page (@SW_Trains). During disruption live train running information is tweeted from inside our Central Control & Security Centre and questions are answered by our Control Team. However I have forwarded your comments to the relevant Management for their awareness.

Q353: I am annoyed at the lack of apology received from South West Trains for failings. A353: We are aware of the importance of apologies during disruption and the current policy of apologising is under review, however we will pass our feedback onto our Information Team for their information. Q366: Why do South West Trains not have travel alert emails? A366: South West Trains have travel alert emails for all customers, please see our website for more details of how to sign up. Q371: I commute on the 05.56 from Thames Ditton to London Waterloo which is often delayed or cancelled. The Help Desk often don't know what is happening. I am frustrated by the poor communication and honesty from South West Trains when things go wrong. A371: As this is one of our earliest services, it can sometimes be subject to delays or cancellations due to overnight engineering works. We have however passed on your concerns to the Station Management team. Q373: I receive journey alert messages every day regarding short formations and faults etc. and feel that these messages perhaps overemphasise the level of disruption when in reality there is often only 1 or 2 trains affected. A373: At times of disruption there is very high demand for information and staff are always as accurate as possible. With situations changing so quickly it can be difficult to advise customers of what to do or when services will resume. We

are also aware we need to improve the information we give out with regard to alternative or replacement services. Your comments have be sent to the Manager of the Customer Communication and Security Centre for their attention so they can implement any changes they can to make sure that the standard of service we deliver improves. Other Q12: What is the compensation policy for when there is disruption to my journey? A12: Under our existing franchise agreement we pay compensation as in line with our Passenger's Charter which can be found at http://www.southwesttrains.co.uk/passengerscharter.aspx#142714. Monthly and longer season ticket holders are awarded compensation as void day payments according to the appropriate service group for their ticket. Normally declared during the week after each operating period they can be collected by customers registered on our season ticket database from any South West Trains ticket office or offset against the purchase of your next ticket. Void day information can be found at http://www.southwesttrains.co.uk/ourperformance.aspx#142967. Q190: I am very unhappy with South West Trains and the service provided. A190: We are sorry to learn about the delays and cancellations you have experienced whilst travelling with us. We can assure you that, after safety which is the overriding priority, the running of a right time railway for our customers takes precedence. One big issue that affects performance in is that of limited track capacity and congestion. This affects a number of areas across our network, especially nearer London and it is a major issue for us. Our timetable restructure introduced in December 2004 has helped enormously; however, the tracks are still heavily used during peak hours, with little spare capacity to absorb delays.

This means that a delay to even a single train can have a knock-on effect to many others a multiplier effect. Please be assured that, together with our alliance partners Network Rail, we are investing to improve the infrastructure, track and signals, with the aim of providing a more robust railway. As well as time and the materials to make the improvements, we have also invested in advanced maintenance equipment to ensure that the right tools are available to our infrastructure teams whenever needed rather than waiting for machinery to become available. However there is a large volume of work to be done to bring the network to the standard we wish, and whilst any safety issue is dealt with immediately the remaining work has to be prioritised and pre-planned. Q1: How will the Strike on Monday affect people returning to the South West Trains patch just before 1700 on Monday? I will be travelling on both the Eurostar and London Underground. Q3: Is the Strike still happening on Monday? Q247: Is there any information regarding the Strike on Monday? A1, A3, A247: Please visit www.nationalrail.co.uk/industrialaction for up to date information regarding the possible Industrial Action Strikes scheduled for Monday 25th May and Tuesday 26th May 2015. Q30: I suggest that during peak times, gatelines can receive passengers going both in and out of the station. A30: Your comments have been noted and we appreciate the time you have taken to let us know.

Q59: The 0730 Wandsworth Town train departs earlier than the T-30 policy and station staff say this is due to the train crew s discretion. A59: Trains should not depart outside of T30 threshold. Please be assured your correspondence has been passed to the Station Manager for their attention. Q16: There is a lack of Meet the Managers as this used to be a regular occurrence There is now a much greater reliance on Twitter. A16: The South West Trains and Network Rail Alliance offer customers a variety of opportunities throughout the year to discuss issues, ask questions and comment on our service. Feedback from our customers is vital to us. It enables us to understand how you think we are doing, spot where improvements can be made and to identify how we can make our service better. Twice a year we hold an all-day event at London Waterloo station giving customers the opportunity to meet and talk with South West Trains and Network Rail teams. The event gives us the opportunity to tell our customers about the projects we are working on to improve our railway and give us valuable feedback on how we are doing. Customers can expect to receive one-to-one responses to concerns raised at these sessions and gain an insight into the running of our business. We take customers views seriously and the feedback given often results in changes. The first Passenger Forum event was held in Summer 2013 and there has been a further 4 events since. Following the event, a full transcript is drawn up and uploaded to the South West Trains website within 48-hours. Following on from this, each customer who has left their contact details are then sent a response to their comment and a link to the website transcript. Q45: There are only 3 car parking spaces at Mottisfont and Dumbridge. A45: I am afraid that this station is not run by South West Trains and as a result I can t provide you with a full answer. This station is run by First Great Western.

First Great Western Customer Relations FREEPOST RSKT-AHAZ-SLRH Plymouth PL4 6AB Email: fgwfeedback@firstgroup.com Contact Form: https://www.firstgreatwestern.co.uk/about-us/customerservices/contact-us Phone: 0345 7000 125 Q53: What is the environmental impact of leaving station lights on? A53: A large number of our stations have been fitted with the LIGO system which have sensors that turn off the lights (or lower them) dependant on the lighting levels in the area. We as SWT have objectives to reduce the energy use of our station buildings and this is monitored through regular data capture by an external company, which is reviewed up to and including director level at bimonthly meetings Q97: Surplus land in Oriental Road, Woking could be used for housing rather than car parking. A97: If the land is designated car parking space which is at the far end of the Oriental Road car park and always empty, then we are not allowed under our Franchise Agreement with the government to use it for any other purpose without replacing the spaces at the station. There is some wasteland between the car park and the station but at present it is not viable to develop it and it sits outside the area leased by South West Trains and has some Network Rail training facilities adjacent to it. If Network Rail vacate their training school an opportunity might present itself to develop the land, although our aspiration would be to develop it into car parking and perhaps then develop the far end of the car park into housing or light industrial use.

Q240: I experience great service with South West Trains but Surbiton is an issue for fatalities. Have South West Trains considered 'Jubilee Line' style protection? Do we advertise 'Crisis Line' on stations? A240: At high risk locations for suicide we consider a range of measures including physical mitigations, such as fencing. Jubilee Line style fencing would be almost impossible to implement on our infrastructure due to the differing lengths of trains that call at the platforms. Additionally, we need to be careful that physical measures do not simply cause displacement to other parts of the network. We work closely with a variety of organisations including the British Transport Police, Samaritans and mental health services to make access to the railway network for people at risk of suicide as difficult as possible. This includes the use of fencing (where suitable), smart CCTV, training for staff in identifying and supporting vulnerable people as well as a variety community outreach activities. Through our partnership with Samaritans, we do advertise their 24/7 helpline at stations via posters, contact cards, digital display screens and metal signs. The local Samaritans branches also attend stations regularly to provide outreach support and awareness raising. Q264: Why is the Dorking service always disrupted when South West Trains are experiencing problems? I receive a lack of information. A264: Our aim is to provide a punctual service at all times and I apologise that on this occasion it was not possible and you were caused inconvenience as a result. Operating over 1,600 trains a day, on one of the busiest areas of the UK rail network, means that there will always be daily challenges for us to overcome to ensure that we provide the punctual service our customers expect. We recognise that to achieve excellent performance we must continue to strengthen our relationship with Network Rail, the infrastructure provider, and have now formed a close alliance with this key partner.

In addition we always aim to provide a high standard of information and realise that this is even more important to customers when services are not running on time. We have received positive feedback regarding the use of our Twitter page (@SW_Trains). During disruption live train running information is tweeted from inside our Central Control & Security Centre and questions are answered by our Control Team. Q280: There is often overcrowding at gatelines and it can take a while to get through. British Transport Police officers are willing to help but this can sometimes add to overcrowding and delays experienced. A280: The gateline number one priority is safety, and if overcrowding is causing a risk to safety then the gateline operator is empowered to open the barriers. Q281: I would like the ATOC Railcard checked more often as a lot of officers are still travelling without them. A281: Thank you for your feedback, this will be passed on to the Guards Management Team. Q286: Why has does the 4 car service that stops at Claygate been moved further towards Oxshott? A286: The stop mark has been moved in order to accommodate 10-car trains. If you feel it is the wrong place please contact our Customer Service team. Q299:

I travel between Ash Vale and London Waterloo and am a long term commuter and there is no coffee trolley going through the train. Why is there no trolley service on this train? A299: Unfortunately Rail Gourmet services have to prioritise their trolleys to supply and demand. Q314: Why are there so many signalling failures due to Network Rail? A314: Our Alliance Partners, Network Rail are responsible for the physical network we operate on. This includes maintaining track, signals and points across the UK. As you may expect we work very closely with Network Rail to ensure that the services we operate are not disrupted by infrastructure problems. Network Rail currently manages around 20,000 miles of track and almost all the signals in the UK, there will unfortunately be times when equipment develops a fault and needs attention outside their planned engineering work timetable. Network Rail worked really hard to ensure that our services could run normally as quickly as possible and we are sorry for any inconvenience you have experienced due to signal failures. Q317: There is a lack of train carriages on services in the morning after a day of delays. A317: We aim to get stock to its correct depot / location in preparation for the day after an incident, but due to the impact of major disruption means that regretfully it is not always possible. Q336: There are always overrunning engineering works at Petersfield affecting the first train of the day. This has been delayed about three times a week from December 2014. The Help Point at Petersfield is not Customer Friendly ay all. What compensation can I receive for this?

A336: Possessions of the line are strategically determined by our Train Planning Department and our counterparts within Network Rail, in order to find the right balance of getting the most amount of work completed without disrupting the customers of the South Western Railway. Unfortunately whilst carrying out work Network Rail often encounter unexpected problems. This leaves us with the dilemma of whether to implement repairs immediately and overrun the possession, or if possible put in place speed restrictions and return at the next opportunity. Regrettably we have to look at our Network as a whole and it is often more beneficial to keep the line closed a little longer to fully rectify the problem. We are very sorry to learn you have received poor Customer Service from a member of our Help Point team. We take these complaints very seriously and will be sure to raise it with the appropriate manager. Please do not hesitate to formally complaint to our Customer Services Centre should you continue to experience problems: https://www.southwesttrains.co.uk/contact-us-form.aspx With regards to compensation to customers for delays. Under our existing franchise agreement we pay compensation as in line with our Passengers Charter which can be found at http://www.southwesttrains.co.uk/passengerscharter.aspx#142714. You will note that monthly and longer season ticket holders are awarded compensation as void day payments according to the appropriate service group for their ticket. Normally declared during the week after each operating period they can be collected, by customers registered on our season ticket database, from any South West Trains ticket office or offset against the purchase of your next ticket. Void day information can be found at http://www.southwesttrains.co.uk/ourperformance.aspx#142967. Q339: Network Rail service is bad. A339: Our Alliance Partners, Network Rail are responsible for the physical network we operate on. This includes maintaining track, signals and points across the UK. As you may expect we work very closely with Network Rail to ensure that the services we operate are not disrupted by infrastructure problems. Network Rail currently manages around 20,000 miles of track and almost all the signals in the UK, there will unfortunately be times when equipment develops a fault and needs attention outside their planned engineering work timetable. Network

Rail worked really hard to ensure that our services could run normally as quickly as possible and we are sorry for any inconvenience you have experienced. Q345: Your May offer was advertised too late and it was the same situation with your Easter offer making it difficult for me to take advantage of the offers. In fact I found out about the May offer from elsewhere and not South West Trains. A345: We are sorry that you have found difficulty in being able to take advantage of both the Easter and May campaigns. By nature promotions are often short term activities, as you will find with many other retail sectors and are separate to our other best value fares. If you are interested in keeping up to date with them, I suggest registering on the South West Trains website and opting in to hear about 'offers', this way you will receive the latest information straight to your inbox. Q369: I travel from Basingstoke to London Waterloo on the 1817 service. The train service is rubbish and always late by 3 minutes meaning I am always late into London Waterloo. South West Trains staff are very rude and have incorrect information. I have a ticket with a travelcard for the underground. On one occasion I was unable to use the gateline at London Waterloo and was informed I needed to change my ticket despite having a valid ticket purchased from the Ticket Office. I then queued for 30 minutes to be informed Ticket Office staff are unable to change the ticket and that Gateline staff should have let me through the barriers. My time is valuable and I am extremely annoyed by this occasion. South West Trains staff can be very aggressive on trains and I feel I am being priced out of my job because of ticket fares. A369: We are sorry that you have experienced more service with us on this occasion. If you would like to log a formal complaint, please contact our Customer Services Team.

Other Q372: The Reading Line is continuing to have 4 car short formations. A372: Unfortunately we are short of stock at the moment, due to a combination of various defects, ongoing refurbishment of stock and late entry into service of the lengthened five-car units onto suburban services. We apologise for any inconvenience this may cause. Performance Q4: Your general service and performance is getting worse. Q52: I am very dissatisfied at your appalling service. I think South West Trains are the worst operator and I could not dislike South West Trains more. Q338: There needs to be better reliability for trains arriving to and from Havant. A4, A52, A338: We are sorry to learn about the delays and cancellations you have experienced whilst travelling with us. We can assure you that, after safety which is the overriding priority, the running of a right time railway for our customers takes precedence. One big issue that affects performance in is that of limited track capacity and congestion. This affects a number of areas across our network, especially nearer London and it is a major issue for us. Our timetable restructure

introduced in December 2004 has helped enormously; however, the tracks are still heavily used during peak hours, with little spare capacity to absorb delays. This means that a delay to even a single train can have a knock-on effect to many others a multiplier effect. Please be assured that, together with our alliance partners Network Rail, we are investing to improve the infrastructure, track and signals, with the aim of providing a more robust railway. As well as time and the materials to make the improvements, we have also invested in advanced maintenance equipment to ensure that the right tools are available to our infrastructure teams whenever needed rather than waiting for machinery to become available. However there is a large volume of work to be done to bring the network to the standard we wish, and whilst any safety issue is dealt with immediately the remaining work has to be prioritised and pre-planned. Q147: Why is there no compensation when travelling on an Oyster season ticket? A147: If you bought a Travelcard valid for one month or longer from one of our ticket offices or our Customer Service Centre and you normally travel on South West Trains services, you will also be able to claim one of the discounts detailed in the Passenger's Charter compensation. If you bought your Travelcard from anywhere other than a South West Trains outlet, we will consider your claim if you have proof that you use South West Trains for all or part of your journey (for example, a home or work address close to a South West Trains station and details of the journey you make). Please write to our Customer Service Centre if making a claim, enclosing your old ticket together with a photocopy of your new ticket. Q167: Why do all Fleet trains terminate at Woking during disruption? Q173: Trains need to be running quicker after disruption. Q348:

I feel South West Trains decision making is flawed, particularly during disruption when trains are terminated at Woking rather than continuing to London Waterloo. It forces customers to change trains onto an already overcrowded train. A167, A173, A348: Any operational decision regarding the recovery of service is made by a dedicated team of staff within the Wessex Integrated Control Centre at London Waterloo. This centre is staffed by both Network Rail and South West Trains staff, who have the tools at hand at view the entire network. With this insight they are able to make decisions which benefit the whole network. When disruption occurs the main aim has to be to recover service as quickly as possible, whilst minimising the effect of the disruption to you, the customer. Some of the decisions may not appear to have this effect when you are traveling but when put into the context of the network as a whole, they usual do benefit the majority of customers, even if the positive effect is not felt on the line you are using. There are a number of train service recovery plans which can be used when major disruption occurs. Each plan is specific to the type and location of the disruption taking place. Major disruption usually requires us to minimise the number of trains running into the suburban area. Sometimes it is necessary for us to suspend trains completely on some routes, although this is usually only on routes where an alternative Train Operator can carry our customers, or where customer can easily use other transport, e.g. the tube. This is the most effective way to recover service quickly because this reduces the knock on delays which would occur when train stock and crew become displaced. This also allows more free pathways and reduces any backlog of trains, which would otherwise queue along the mainline for space to become available to move into or out of London Waterloo. Q71: Why do trains run fast? Q152: Why are there not many trains to Whitton during disruption? A71, A152: Our timetable is very complex and has specific points that need passing at specific times, these are known as pathways, a train delayed by 10 minutes on our mainline will end up much later than this as it will miss its scheduled

pathway and then need to wait for further pathways to open up, inevitably this will mean taking another trains pathway and as a result cause further disruption to the services behind it. We have to take into consideration the Network as a whole and during times of disruption and this does sometimes mean making the decision to inconvenience some in order to ensure that the disruption doesn t spread across the entire network. This could mean diverting a service, terminating early, cancellation or missing stops. Any decisions made when there is disruption is made to minimise any further delays to our service. Q207: My train was cancelled and I had to drive into London. A207: Our aim is to provide a punctual service at all times and we apologise that your train was cancelled on this occasion. Operating over 1,600 trains a day, on one of the busiest areas of the UK rail network, means that there will always be daily challenges for us to overcome to ensure that we provide the punctual service our customers expect. We recognise that to achieve excellent performance we must continue to strengthen our relationship with Network Rail, the infrastructure provider, and have now formed a close alliance with this key partner. We are also working hard to optimise the use of train crew and improving our train service recovery plan. All these factors coupled with our dedication to invest and maintain our fleet of trains reduces the number of delays that are within our control. However, even with this level of commitment, there will be times when trains are delayed or cancelled and we cannot run to our advertised timetable. Q25: Connections are not held at Woking between Platforms 4 and 5, especially during disruption. A25:

It is not generally our policy to hold other services to await the arrival of a delayed service. This is particularly true of other operator s services and other long distance, mainline trains. Any delays to onward services can also affect other services along the line and cause further delay to even more passengers. Q44: You should hold train for passengers and not close doors at the T-30 departure time policy. A44: It might be frustrating but it is the best way to make sure our trains leave on time. Before the train leaves a process has to be followed before the doors can be closed. This process can take anything up to 30 seconds, so if we want to guarantee an on-time departure this is the best way to do it. Allowing a laterunning passenger to board a train might save that one person a few minutes of waiting for another train. But it delays everyone already on the train by sometimes as much as 5 minutes. Our guards will try to use their discretion wherever possible, such as late at night, last trains, or when a connecting service is late. Q85: The 0803 Kingston to London Waterloo service often terminates at Kingston during times of disruption. A85: This is to free up space in a heavily-congested area between Raynes Park and London Waterloo in order to maintain the service as a whole. Q111: I think privatisation should be stopped. Performance is worse than ever. I also don't like apology announcements on train. A111: Since privatisation, passenger numbers and journeys have increased along with performance figures. A report commision by the Rail Delivery Group highlights

this and can be found here: http://www.raildeliverygroup.com/wpcontent/uploads/file/growth%20and%20prosperity%20report%20(3).pdf Passenger feedback has shown that passengers generally appreciate apologies for any inconvenience that may have been caused during their journey with us. Q132: Can I have a refund on my daily ticket for a 20 minute delay? A132: If you are delayed for one hour or more due to a failure of the rail industry, you will be given the full amount of the cost of that part of the journey. We will compensate the full cost of a single ticket or half the cost of a return ticket. We will not compensate tickets for journeys if we told you about the delay or cancellation before you bought your ticket and compensation applies to all journeys on South West Trains only. If we have had to introduce an emergency timetable, these compensation arrangements will be based upon the emergency timetable. Compensation will be paid in the form of National Rail vouchers, which can be used in payment (or in part payment) for any National Rail ticket, including Season Tickets. Q149: When are services technically late arriving? A149: In order to record a service as arriving on time the Department for Transport, and therefore us as a train operating company, will be looking at trains that arrive within 5 minutes of the publicly scheduled arrival time. It is important to point out however that while services that may arrive 1 or 2 minutes after the scheduled time may be recorded as being on time this is not our aspiration and as a train operating company we work very hard behind the scenes to offer a Right Time Railway. Q156:

Journeys to Hampton are very slow in the PM Peak and are generally very congested. A156: One big issue that affects performance in is that of limited track capacity and congestion. This affects a number of areas across our network, especially nearer London and it is a major issue for us. Our timetable restructure introduced in December 2004 has helped enormously; however, the tracks are still heavily used during peak hours, with little spare capacity to absorb delays. This means that a delay to even a single train can have a knock-on effect to many others a multiplier effect. Q165: The 0827 Cobham to London Waterloo is often late. A165: In the morning and evening peaks, to accommodate the volume of customers travelling, we have to run the maximum number of services that we can, to/from Waterloo. Between Surbiton and Waterloo, trains including those from Cobham, run every 2-3 minutes. As a result, where even a fairly minor delay occurs to a train for any number of reasons, this quickly has a knock on effect to all trains following, with virtually no scope available to recover the delay until after the peak. Your train from Cobham has to cross over to the fast line at Surbiton, to continue its journey into Waterloo. Therefore it's punctuality is also dependent upon the running of other services from Woking and beyond. Platforming at Waterloo is also pretty much at capacity, with the need during the peak hours to clear the trains from the platforms in a limited amount of time, so as to allow the subsequent arrivals. Therefore any delays as shown above soon manifest themselves into a backlog of trains waiting to enter the station; indeed this can sometimes cause slow running of the inward trains as far back as Clapham Junction and Wimbledon. The latest customer update newsletter gives details of some of the measures that we are taking, to both provide the much needed additional capacity and to improve the punctuality and reliability of our current services. These include infrastructure improvements and the acquisition of additional carriages. Q198:

During disruption you always cancel services to Rowlands Castle. This means I cannot get home, what are you doing to improve this? A198: Unfortunately during disruption we have to make service alterations for the greater good. We do however listen to feedback and are constantly reviewing our procedure. Q199: Why are there so many signally problems at Wimbledon? A199: We are sorry you have experienced problems regarding recent signal failures on our network. Our Alliance Partners, Network Rail are responsible for the physical network we operate on. This includes maintaining track, signals and points across the UK. As you may expect we work very closely with Network Rail to ensure that the services we operate are not disrupted by infrastructure problems. Network Rail currently manages around 20,000 miles of track and almost all the signals in the UK, there will unfortunately be times when equipment develops a fault and needs attention outside their planned engineering work timetable. Network Rail worked really hard to ensure that our services could run normally as quickly as possible and we are sorry where this has taken longer than we would have liked. Q217: Last week you cancelled the 0935 service from Norbiton to London Waterloo twice. There were still services running before and after. A217: This service may have been cancelled due to late running and to avoid further knock on disruption caused. Q227: Trains are being held in the Basingstoke depot meaning connections cannot be made. Specifically 2LXX services for Salisbury / Exeter St Davids. A227:

In the interests of passengers already on other trains, who themselves may have connections to make, it is not generally our policy to hold other services to await the arrival of a delayed service. This is particularly true of other operator s services and other long distance, mainline trains. Any delays to onward services can also affect other services along the line and cause further delay to even more passengers. I know that it may seem to you that holding the train would have no major operational impact, however all our trains are timed to go over certain points at certain times if they are delayed they have to wait for another opportunity and this delays the journey and the lateness accumulates. In addition to this by keeping the train in the platform for a minute we are preventing other trains from using the platform and so delaying them. Q243: The reliability over the last 5 months, has been absolutely appalling. The level of delays is far too high. I travel between West Byfleet and London Waterloo. A243: There has been a number of infrastructure related incidents in the past few months including major signal failures, different types of engineering work, emergency engineering works along with an unfortunate amount of fatalities and trespass incidents. Together with our alliance partners Network Rail, we are investing to improve the infrastructure, track and signals, with the aim of providing a more robust railway. As well as time and the materials to make the improvements, we have also invested in advanced maintenance equipment to ensure that the right tools are available to our infrastructure teams whenever needed rather than waiting for machinery to become available. Q270: I am considering accepting a job in Woking so will be travelling between London Waterloo and Woking as a commuter, and would like information/statistics on how often there are delays on this route and severity of delay. A270:

This table shows the punctuality of our services (PPM measure = trains arriving within 5 minutes of their booked time. MAA = Moving Annual Average) Specific details form the punctuality of trains arriving at Woking are less readily available. This is due to the fact that several different groups of train services call at Woking, including those to Portsmouth, Southampton and Salisbury. However, assuming that the customer will be travelling in the AM/PM peak hours, the punctuality of the trains between Waterloo and Woking is generally good, with the journey each way being against the main peak flow to/from Waterloo Q292: There have been tots of engineering works between Andover and London Waterloo but there has been no improvement to service - when will this improve? A292: The major engineering works that took place overnight in 2014 were to replace life expired track between Basingstoke and Salisbury On several weekends this year (sometimes on Sundays only) the line between Salisbury/Andover and Basingstoke has been closed, with the trains from Salisbury diverted via Southampton to enable further maintenance works to take

place. These works are usually scheduled outside of the main summer period, when far more disruption would be caused due to the number of people travelling. We are currently in the process of introducing additional carriages onto our trains in the London suburban area. In turn this allows a cascade of stock to enable strengthening of our trains on the Mainline services, including those serving Andover. The introduction of this additional stock should be completed by the end of this year, which will allow two AM peak and 3 PM peak services between Andover and Waterloo to be strengthened. These services are shown in the Customer Service Update leaflet http://www.southwesttrains.co.uk/engineeringworkland.aspx Q294: There has been terrible service from Alton to London Waterloo the last month. Trains seem to terminate at Farnham, why is this? Also, refunds are not reasonable for annual season ticket holders. A294: This is so as to contain delays, as Farnham to Alton is single track apart from a passing loop at Bentley, a late running train can affect the next up train from Alton and also potentially affect the return working. Q320: The 8.16 Malden Manor service is never on time - Why is this? A320: In the morning and evening peaks, to accommodate the volume of customers travelling, we have to run the maximum number of services that we can, to/from Waterloo. From Raynes Park inwards, trains including those from Malden Manor run every 3 minutes. As a result, where even a fairly minor delay occurs to a train for any number of reasons, this quickly has a knock-on effect to all trains following, with virtually no scope available to recover the delay until after the peak".

The latest customer update newsletter gives further details of some of the measures that we are taking, to both provide the much needed additional capacity and to improve the punctuality and reliability of our current services. The limitations of the current infrastructure simply do not allow the operation of any additional trains on suburban services though Raynes Park /Wimbledon, hence the project to increase capacity by the provision of longer trains (10 carriages vice 8). Works to extend platforms where necessary are being undertaken across the suburban network. Unfortunately however, we cannot start operating 10-car trains on the majority of suburban trains though Wimbledon, until platforms 1 to 4 at Waterloo are lengthened to accommodate them. The works at Waterloo are a complex operation and will require a major engineering works possession, closing some of the tracks between Clapham Junction and Waterloo for an extended period; this is currently earmarked to take place during Summer 2017. After this has taken place, a number of 10-car trains will be able to enter service on this and other suburban routes providing up to 25% more capacity. Further parts of the programme to provide additional capacity, include 30 new five-car trains for delivery from 2017-18, and the re-opening all of the former International platforms at Waterloo for domestic use over the next few years to enable more trains to operate. Q337: There are always last minute cancellations at Malden Manor. A337: Our timetable is very complex and has specific points that need passing at specific times, these are known as pathways, a train delayed by 10 minutes on our mainline will end up much later than this as it will miss its scheduled pathway and then need to wait for further pathways to open up, inevitably this will mean taking another trains pathway and as a result cause further disruption to the services behind it. Q377:

I travel between Woking, Ash Vale and Farnham 3 days a week and am very unhappy about the service. Trains have been late, delayed and cancelled and on one occasion I was unfairly penalty faired by the Guard. However, I did not appeal. A377: Please contact IRCAS if you are unhappy about the penalty fair you received. Q378: I travel from Hook to London Waterloo and Vauxhall and most of the time my train is on time. The service is generally pretty good but when things go wrong everything fails. A378: Thank you for your praise for our services. In regards to your further points, one big issue that affects performance in is that of limited track capacity and congestion. This affects a number of areas across our network, especially nearer London and it is a major issue for us. Our timetable restructure introduced in December 2004 has helped enormously; however, the tracks are still heavily used during peak hours, with little spare capacity to absorb delays. This means that a delay to even a single train can have a knock-on effect to many others a multiplier effect. Praise Q10: I have been a commuter on the Alton line for 4 years and I think the Wifi is great. Q46: I travel from Winchester to London Waterloo on an outstanding service. Q63:

I travel from Mortlake to London Waterloo on refurbished trains which is generally a very good service. Q70: The station staff at Staines are very good. Q93: Trains are much improved from previous times. Q119: I am happy with the service, trains are clean and comfortable. Q186: I have had a lovely journey and the Guard was very helpful. Q241: I think the Passenger Forum is a great idea. Q276: I have a generally positive experience on South West Trains service. Q277: South West Trains do a great job. Q279: Services are reliable and clean, I am happy with the service. Q305: Great service! Q310: I want to say the Windsor to London Waterloo service is brilliant. I am about to stop using the service after 9 years and will miss it. Q316: Ticket Office Staff are generally very polite. Q325: I like South West Trains in general. Q357: I am retired and do not use the railway much. I travel very infrequently from Hampton Court to London Waterloo. The service is excellent, the staff at Hampton Court are great and they help me out all the time. Q367: I want to thank the team at Waterloo for finding my ID and calling me to let me know they had found it. Q374: There is a very good service from South West Trains. Queries are always dealt with very professionally and more of the time trains are on time. Further to this, the staff at Putney are very polite. A10, A46, A63, A70, A93, A119, A186, A241,

A276 A277, A279, A305, A310, A316, A325, A357, A367, A374: We are very pleased to hear of all your kind words regarding your journeys with us. It is always satisfying to learn that our hard work running a reliable and punctual service and emphasis on customer care is appreciated by our passengers. We have forwarded your correspondence to the relevant departments so they too can see your kind comments. Q27: London Waterloo staff are great. A27: I was delighted to hear of the friendly, efficient assistance you have received from our staff members at Staines. It is always satisfying to learn that our emphasis on customer care is being rewarded and even more pleasant when someone takes the time and trouble to thank our staff for the service given. Retail Policy Q54: The compensation policy was not explained to me when I bought a ticket. Q178: What is the compensation policy for when there is disruption to my journey? A54, A178: If your journey with us is delayed, you may be able to claim compensation. A detailed summary can be found on our website: http://www.southwesttrains.co.uk/compensation.aspx

Q159: I am unhappy with your Passenger Charter compensation policy. A159: We have made a proposal to look towards a Delay Repay scheme in the discussions for the new franchise, under the Direct Award Franchise; a fixed extension period to an existing franchise. The Award is negotiated by the Train Operating Company and the Department for Transport. Once we have more information on how we would introduce the Delay Repay scheme we will advise accordingly. Q58: I am unable to buy a child fare with a Goldcard discount from your Ticket Vending Machines. A58: This query is no longer valid. The original reason was that as child tickets were 1 it left this being open to abuse and fraud. All Railcards are now on the same screen, as a child now receives 60% off and this can now be bought without an adult. Q163: Why can't we get compensation on Oyster? Q187: I travel on Oyster so receive no compensation on my season ticket. A163, A187: If you bought a Travelcard valid for one month or longer from one of our ticket offices or our Customer Service Centre and you normally travel on South West Trains services, you will also be able to claim one of the discounts detailed in the Passenger's Charter compensation. If you bought your Travelcard from anywhere other than a South West Trains outlet, we will consider your claim if you have proof that you use South West Trains for all or part of your journey (for example, a home or work address close to a South West Trains station and details of the journey you make). Please write to our Customer Service Centre if making a claim, enclosing your old ticket together with a photocopy of your new ticket.

Q249: How do I get a refund for disruption? I travel from Basingstoke to London Waterloo on weekly tickets. A249: With regards to compensation for Weekly Season Tickets, if you are delayed for one hour or more our Passenger's Charter provides you with rail travel vouchers to the equivalent of what you paid for the delayed journey. With a Weekly ticket, customers effectively pay for 5 days of travel rather than 7 days to account for the weekend, and therefore compensation for one journey is 1/10th of the cost of the ticket. Q296: Can you please explain your refunds procedure? A296: Our refund policy is dependent on what type of ticket you are using. For Anytime, Off Peak and Super Off Peak tickets (varied degree of flexibility in terms of date and time of travel depending on ticket; known as Walk up tickets): Abandoned journey : You can get a full refund if you decide not to travel because your train has been delayed, cancelled or your reservation will not be honoured. The ticket office will give you an immediate refund if it is able to do so. Straightforward refund: If you decide not to travel for any other reason, you may get a refund on your ticket. The refund amount will take into account any use you have made of the ticket and will be subject to an administration charge of 10.00 per refund request. In some cases, there may be no refund due. Refund requests should be submitted no later than 28 days after the ticket expires Advance tickets (commits customers to a specific train at a specific time and date): No straightforward refund: Advance tickets are not refundable if you decide not to travel, however; Abandoned journey still applies: You can get a full refund if you decide not to travel because your train has been delayed, cancelled or your reservation will not be honoured. The ticket office will give you an immediate refund if it is able to do so. Season tickets (Weekly, Monthly or longer): Different rules apply for season tickets, depending on the validity of your season ticket and the reason for the refund.

For where to submit your refund and further queries about season ticket refunds please visit http://www.southwesttrains.co.uk/ticketrefunds.aspx#128774. Q355: Why don't SWT have flexible ticketing? I have been a commuter on SWT for 9 years - what are South West Trains doing to ensure customers get best value for money as they are not? A355: Smartcards popularity is going to increase over the coming months and into 2016. At the moment Smartcards can only be used outside of the London Zones on selected routes but testing of Smart into London is planned to commence from Monday 20 July with travelcard season ticket holders from several points along the Portsmouth line. These customers will be testing TfL barriers right the way across the London Zones and also reporting back to SWT on their experiences and any issues they come across that need investigating. Q219: The magnetic strip on my ticket always fails in the barriers. A219: The system of magnetically encoded tickets was developed nearly 30 years ago and the encoding strip is vulnerable to damage from proximity to a magnetic force. The amount of technology in everyday life has increased exponentially in the last 30 years and we have seen a steady increase in magnetic damage to tickets year on year. This disproportionately affects season ticket holders; our most valued customers, because their tickets bear extended validity periods. We are currently working closely with the Department for Transport and other Train Operators to set up a trial using our smartcard system. Q5: Will gold card free Journeys arrangement still exist? A5: We currently have no plans to remove this privilege for our Gold Card holders.

Q8: I was unable to purchase a ticket at Virginia Water at 1149 as the Ticket Office was closed and the Ticket Vending Machine was empty. The buy before you board policy is therefore not good service. A8: Our Revenue Protection teams are made aware when there are no ticketing facilities at a particular station. Therefore they can show discretion where applicable. Q14: Epsom Ticket Office was closed this morning. A14: Epsom ticket office is operated by Southern. Q22: Why does the season ticket refund policy not apply to weekly season tickets? A22: This is as part of our Passenger's Charter which is in our current Franchise agreement with the Department for Transport. Q95: My RailAir ticket shows incorrect validity? A95: It should be valid for 1 month. It's been printed at Victoria so looks as though it's a problem with the Southern Ticket Vending Machine. I will try to raise this as an issue with Southern. Q106: The compensation procedure is too long.

A106: We have recently updated our customer comments from our 'Any Concerns' form to 'We Welcome Your Feedback' form, following feedback from customers and colleagues. We do allow customers to scan in their forms and email in to us or via our web form. If it is for ticket submissions this can be done via a manned ticket office. We are continuing to actively review our compensation procedures. Q145: The Shepherds Bush to London Terminals ticket has an encode failure on weekly season tickets which results in failure in gateline. A145: We are aware of issues with our magnetic encoded tickets. They were developed nearly 30 years ago and are vulnerable to damage from new technology. We are working hard to introduce Smartcards as soon as possible which will hopefully work towards mitigating this problem. Q181: Information online regarding compensation is very confusing. A181: If your journey with us is delayed, you may be able to claim compensation. A detailed summary can be found on our website: http://www.southwesttrains.co.uk/compensation.aspx Alternatively, you can contact us by phone and we will be happy to explain it in detail. Customer Service Centre: 0345 6000 650 Q184: More ticket machines are needed during rush hour. Why is Surbiton to Esher not included in the Oyster fare zone? A184:

As part of the Deed of Amendment we have recently signed with the Department for Transport. We will be investing in 170 new Ticket Vending Machines. The London Zones are defined by Transport for London. Q200: How are Void Days calculated? A200: To give you a clearer picture on our Void day process, as a season ticket holder we have special arrangements in place for you. Season ticket holders are awarded void days for days when there has been severe disruption and no alternative transport provided. There are some instances that fall outside of our control, such as weather conditions for example. After any major disruption we collect all of our performance data and the decision of whether to award a void day or half day is made at Director level. Because this decision is based on so much data it can take a couple of weeks for a decision to be made. All void days are automatically calculated at the Ticket Office and the number of days available to you can be viewed at stations or on our website throughout the year. To explain further, regarding how void days are calculated, the process below is used on all peak time trains. This is for the morning (start of service to 09.30) and evening peak (16.00 to 19.30) services. The figures below, are the total number of services that need to be delayed in a particular group. As you are aware we have 7 groups and they are all calculated the same way. Suburban 50% or more trains 20 mins Late Mainline 50% or more train 40 mins Late Each group (1 to 7) is calculated individually. Also any exclusion are removed first. Exclusions include, weather, fatalities, vandalism, bridge strikes, trespass etc. To calculate the amount due, the cost of your yearly ticket is divided by 260 to calculate the daily rate (the AM & PM peak) as your ticket price is based on 260 days of travel. The remainder of the year warrants free travel. Our Train running performance is independently monitored however, it is an overall performance and is not solely focused on a particular line.

The information is published online here - http://www.southwesttrains.co.uk/our-performance.aspx#159265 For further information on Passenger Charters, see ATOC - http://www.atoc.org/about-atoc/commercial-activities/fares-retailsupport/passengers-charter/ Q202: I have had three severe delays this month due to a fatality at Andover, a failed train at Basingstoke and stock shortages at Basingstoke. Why is there no compensation? A202: Void days are always announced after the end of a 4 weekly period and are not declared immediately. Also there are certain disruption events outside of the control of the train operator such as fatalities which are excluded from the Passenger's Charter compensation arrangements. Q208: I couldn't pay for my ticket and was fined, it was very hostile and I did not receive an apology. A208: If you feel your penalty fare was unjust, please appeal through IRCAS. Staff complaints should be sent in writing to our Customer Service Centre. Q215: Please can we consider giving out National Trust vouchers to season ticket holders instead of rail vouchers. A215: Compensation will be paid in the form of National Rail vouchers, which can be used in payment (or in part payment) for any National Rail ticket, including Season Tickets.

Q229: Why is an Advance single with Senior Railcard not accepted on 0820 London Waterloo to Axminster on the London Waterloo gateline? A229: We are sorry that there has been confusion regarding your ticket and gateline access. Please be assured that your comment has been passed onto the appropriate management for full investigation. Q261: Why is there no Delay Repay on South West Trains? A261: Delay Repay not part of Charter. May be revised with franchise new bid. Q287: Hersham requires more ticket machines. A287: As part of the Deed of Amendment we have recently signed with the Department for Transport. We will be investing in 170 new Ticket Vending Machines. Q289: I am having issues refunding my goldcard? A289: Please contact our Gold Service team on goldservice@swtrains.co.uk. Q295: If a train is cancelled and I have touched in with Oyster, I still get charged 0.50 when tapping out. Why? A295:

Oyster is a bespoke smart ticketing scheme for Transport for London. Please contact the Oyster helpline for more information. Q329: Please extend the boundary zones around Greater London A329: The zonal location of each station was agreed over 25 years ago and what is now the London Fare Zones Area (previously the Travelcard Area) was only ever intended to cover Greater London. All stations outside one of the 33 London Boroughs were designated "out-boundary" unless there was a compelling case to demonstrate that the community using an individual "outboundary" station were Greater London residents. Feltham is the outermost station within Zone 6 on the route between London Waterloo & Staines and both Ashford & Staines are located in Surrey. The structure adopted then has remained relatively static since, though a couple of branch lines in outer South London moved into Zone 6 in 2007. There are no current plans to change the London Fare Zones that we are aware of. Q334: Why are 12 promotion tickets allowed to go through the gateline at London Waterloo even in the time 15.30-19.30 when this is not permitted? It leaves staff open to passenger abuse. A334: We are sorry to hear that there has been some inconsistency regarding our promotional tickets and gateline access. Please be assured that your comment has been passed onto the appropriate management for full investigation. Q340: Why have you got rid of travelcards on Oyster? You only sell tickets by pieces of paper. These tickets are not able to go into extra zones which puts the customer at risk of being a criminal. A340: Oyster is a bespoke smart ticketing scheme for Transport for London. Please visit Transport for London managed stations to purchase Oyster.

Q341: I have not received my free weekend tickets that are supposed to come with my Goldcard. A341: Complimentary Goldcard tickets are sent out in a 2-monthly mailshot so you should receive these in the next mailshot. Please contact our Gold Service team if you have any further queries. Q354: I have a monthly season ticket and am delayed all the time. I don't get any refunds because the delays never reach the threshold. Why do other operators have Delay Repay and South West Trains do not? Why are you being unfair to your customers? A354: I am sorry to learn that you were unhappy with the amount of void days that were paid to you. It may be helpful if I explain how void days are calculated. Void days do not cover individual delays to specific services. They are paid when there has been significant delay to either weekday morning peak, which is the start of service until 0930, or to the weekday evening peak 1600-1930. For customers using suburban services the disruption would need to have caused 50% of trains to be delayed by 20 minutes or more before a void payment is triggered. For customers on the mainline, 50% of service would need to be delayed for 40 minutes or more to trigger payment. Void days are also dependant on the amount of disruption that affected a specific service group rather than the whole network. Circumstances of the delay are also considered. Weather, fatalities and vandalism are not eligible for payments. The seven groups detailed below: Mainline 1 to 4. 1. Weymouth/Portsmouth via Eastleigh to Waterloo. 2. Portsmouth harbour (via Havant) to London Waterloo. 3. Exeter /Yeovil/Salisbury to London Waterloo. 4. Alton to London Waterloo.

Suburban 5 to 7 5. Windsor/Hounslow/Weybridge/Staines to Waterloo. 6. Reading/Ascot to London Waterloo. 7. Main Suburban to Waterloo We obviously regret any of our ticket holders being delayed on their journey and I am sorry that you have been inconvenienced. The details above outline void day payments which in line with our Passengers Charter are the only compensation we are obliged to provide if performance is still meeting punctuality and reliability standards. However we have made a proposal to look towards a Delay Repay scheme in the discussions for the new franchise, under the Direct Award Franchise; a fixed extension period to an existing franchise. The Award is negotiated by the Train Operating Company and the Department for Transport. Once we have more information on how we would introduce the Delay Repay scheme we will advise accordingly. Q363: Why do Southeastern have Delay Repay and South West Trains do not? This is very unfair. A363: Written into Southeastern franchise renewal agreement and Charter compensation arrangements written into ours. Compensation arrangements that TOC'S sign up to are agreed with the DfT as part of the franchise letting process. Q381: Why do you not sell monthly season Oyster tickets at Wimbledon? A381: Oyster is a bespoke smart ticketing scheme for Transport for London. Please visit Transport for London managed stations to purchase Oyster.

Safety and Security Q26: There is regularly trouble in first class on the Portsmouth direct line in the peaks. Can Revenue Protection please look into this? A26: If you believe any of our customers are travelling without a valid ticket, please feel free to report them to our Customer Service Team, who will pass it on to our Revenue Teams to investigate. Q33: I travel on the 458 services and pay 5000 for the privilege There are many passengers who sit in first class without a valid ticket as guards do not patrol these trains regularly. A33: If you believe any of our customers are travelling without a valid ticket, please feel free to report them to our Customer Service Team, who will pass it on to our Revenue Teams to investigate. Q35: Can the quiet coach be made a railway byelaw? A35: Any changes to Railway Byelaws must be made on a National level. Q41: I was advised to board the train at Walton on Thames before 7am as Ticket Office was closed. The Revenue Protection at London Waterloo gave me a fine and would not listen to my situation. A41: I am sorry to hear this. This has been passed to a Revenue Protection Manager to review.

Q72: Why have ticket checks stopped? This is exploited by some people routinely and methodically. A72: If you believe any of our customers are exploiting the system, please feel free to report them to our Customer Service Team, who will pass it on to our Revenue Teams to investigate. Q88: I travel between Egham and London Waterloo as a first class passenger and trains are not patrolled and there are no announcements for non-first class travellers. A88: If you believe any of our customers are travelling without a valid ticket, please feel free to report them to our Customer Service Team, who will pass it on to our Revenue Teams to investigate. Q110: First class between Esher and London Waterloo needs to be enforced more. A110: Thank you for your feedback, this has been passed to the Revenue Manager for that area. Q141: I left Leatherhead with permission to travel from Southern but was penalty fare'd by South West Trains. I appealed and won but still have to pay over 50. Why is this? A141: To help me give fair consideration to your complaint, I would be very grateful if you could confirm your Penalty Fair reference number and your full postal address and postcode.

Please can you reply to the email we have sent you and quote the reference SW-150518-AJE in the subject line? Q168: I am concerned by safety when trains are detrained in disruption and high speed trains run through stations. A168: We try and work closely with the Alliance Control Centre as we recognise the safety issues, requesting additional stoppers and/or requesting no further terminations pending clearing of crowds. For operational reasons the Alliance Control Centre is often unable to comply if this will slow service recovery. The station has a Crowd Management Plan and if crowds build up to unsafe levels we will prevent access to the station until the platforms become clearer. Q349: I believe detraining passengers at Woking puts customers at unnecessary risk due to the sheer volume of people on the platform and their proximity to fast trains running through the station. A349: I can reassure you that safety is at the centre of everything we do. It does seem very busy at times of disruption at Woking but the management team are always continuously monitoring the numbers of people and safety is at the forefront. Q379: I see people standing face to face on trains and have seen two women faint. If the train driver applied the emergency brake would people get hurt? How does anyone know the train is overcrowded if the guard can't pass through the train? A379: We appreciate that travelling on an overcrowded service is not ideal and we note your point about safety and overcrowding. All the trains we operate do so in full compliance with all safety requirements and are safe to operate on all the routes they are passed to run on. Every train is designed to operate safely, even

when full and standing, with no adverse effect on structural integrity and braking performance. There is no statutory limit on the numbers travelling on a train and to enforce such a limit would be difficult unlike a bus or plane, where access is restricted to a particular door for example. Many stations are unstaffed and trains have many doors all providing access. We apologise for the discomfort you have experienced. Smartcards Q23: Can an update please be sent out on flexi ticketing? Q94: I believe there is a need for flexible ticketing, is this something you are looking into? For example a two day weekly ticket. A23, A94: Thank you for your suggestion regarding part time season tickets. Traditionally train operating companies have provided reduced cost season tickets to the customers who use our services the most, daily regular commuters. This is reflected in our pricing structure and in general terms; the longer the season ticket, the greater the saving is when compared to daily tickets. As working patterns have changed the way some people purchase tickets has altered. Whilst we anticipate that daily commuters will continue to be the majority of our peak customer base, we are mindful that we will need to consider those who work less rigidly and bulk buy tickets for the same journey, but not necessarily on consecutive days. We are currently working closely with the Department for Transport and other Train Operators to set up a trial for flexible ticketing using a smartcard system. However before the trial starts there are several complicated issues that need to be resolved. Unfortunately, although we do plan to bring in part time season tickets, it is therefore unlikely that we will be able to offer them in the immediate future.

Q69: When will outdated paper tickets be replaced? A69: Smartcards popularity is going to increase over the coming months and into 2016. At the moment Smartcards can only be used outside of the London Zones on selected routes but testing of Smart into London is planned to commence from Monday 20 July with travelcard season ticket holders from several points along the Portsmouth line. These customers will be testing TfL barriers right the way across the London Zones and also reporting back to SWT on their experiences and any issues they come across that need investigating. Q32: When are Smartcards coming to the Portsmouth line? Q48: When is the Smartcard into London Waterloo happening? A32, A48: We have been working for a number of months now with Transport for London on completing all the enablement activities so that we can launch South West Trains Smart on services into London Terminals and within the London travel card area. We are planning a phase of live testing in June/July of this year. After this we will be contacting customers who are renewing their annual season ticket on the Portsmouth direct line (travelling from any stations between Rowlands castle and Farncombe inclusive to London terminals or London travel card zone) and offering them the chance to be part of the a customer smart ticketing pilot for travel into and around London by swapping their paper ticket for smartcard. Q123: The magnetic strip on my ticket always fails in the barriers. A123: The system of magnetically encoded tickets was developed nearly 30 years ago and the encoding strip is vulnerable to damage from proximity to a magnetic force. The amount of technology in everyday life has increased exponentially in the last 30 years and we have seen a steady increase in magnetic damage to tickets year on year. This disproportionately affects season

ticket holders; our most valued customers, because their tickets bear extended validity periods. We are currently working closely with the Department for Transport and other Train Operators to set up a trial using our smartcard system. Q47: I work part time and it would be nice if Smartcards could allow for that giving better value for part time workers. A47: Earlier this year all South East Train Companies were asked to respond to a Department of Transport (DfT) 'expressions of interest' letter regarding whether or not we were interested in being part of a flexible ticketing trial. This is very much linked to the DfT's South East Flexible Ticketing (SEFT) Project, which is working to enable all South East Train Companies to be able to offer customers smart ticketing. South West Trains responded positively to this expression of interest regarding being involved in flexible ticketing trials and we await details of the next steps from the DfT. Q60: Will Smartcard tickets be compatible with pay as you go Oyster Cards? A60: Oyster is a bespoke smart ticketing scheme for Transport for London. Other transport schemes in the UK comply with the ITSO smart ticketing specification. You will see this ITSO logo on our smartcards. The Department of Transport (DfT) and Transport for London (TfL) have jointly delivered on a project to enable the London Oyster infrastructure to accept train company ITSO smart cards. Once we have completed live testing (due to happen in June & July) we will launch initially a small customer pilot later in summer 2015. Our smartcards will be accepted for use on TfL's oyster infrastructure if they have valid travel card products loaded to the card. However, our smartcard will not be able to be used as 'pay as you go' and can not be topped up for 'pay as you go' travel like an Oystercard can. Q260:

Why have you not sorted out the Smartcards yet? A260: Since early 2009 South West Trains smart ticketing has been available for travel across most stations west of Woking to Weymouth and Honiton and the Staines - Windsor - Wokingham line of route. However, there are only a few customers with smart cards as we have not widely advertised its availability due to its relatively restricted geographic coverage. A separate Department of Transport (DfT) and Transport for London (TfL) project to enable the London Oyster infrastructure to accept train company smart cards was required to enable us to really open up smart ticketing to our customers as the majority of South West Trains journeys involve travel in to and around London. In October 2013 an agreement was signed with the DfT to undertake an extensive programme of updating our smart ticketing technology, including gate line readers, platform validators, ticket vending machines and the smart back office systems. This combined with work undertaken by TfL to enable their Oyster infrastructure to accept our smart cards means that we are now ready to expand the use of smart cards by customers. Our plan is to approach this in a phased and gradual way to ensure that we build on the experiences of those customers who are initially involved in the customer pilot. Some 15,000 smart cards have been issued to staff and their families for testing and working closely with TfL a customer pilot is planned for summer this year when customers renewing their annual season tickets on the Portsmouth direct line (travelling from any station between Rowlands Castle and Farncombe inclusive to London Terminals or London Travel Card Zone) will be contacted and offered the opportunity to be part of a customer smart ticketing pilot for travel into and around London. In addition we plan to pro actively contact renewing annual season ticket holders who travel from stations where smart is currently available to offer them the chance to swap their magnetic ticket for a smart card. We are anticipating significant take up of smart ticketing from early 2016 onwards. Q343: I live in North London and travel to Farnborough every day on an Annual Goldcard. I would like to know when Smartcard will be available on this route to and from London Waterloo as I would be interested in trials.

A343: We have been working for a number of months now with transport for London on completing all the enablement activities so that we can launch south west trains smart on services into London terminals and within the London travel card area. We plan to commence live testing of our smart in June with the intention of launching a customer pilot in July/August. The customer pilot will concentrate on renewing season ticket holders who travel from selected stations on the Portsmouth line of route. We have chosen these specific stations as there are no inter-operability issues with other train companies. This customer pilot will continue into the autumn. We are currently planning the extension of this pilot to other south west trains for travel into and around London. At the current time i do not have a date for Farnborough season ticket holders but would hope that this would be no later than quarter 1 2016. If you would like to be one of the first to switch over, we can record your details at our customer service centre and contact you directly once Farnborough to London is enabled. Station Other Q51: Staff are discourteous on the down escalators out of stations. A51: The situation as you describe it is not the attitude or service level we would expect our staff members to provide. Even if it is not possible to fulfil a customer's request we expect all transactions to be dealt with in a pleasant and courteous manner. Q99: Why has the 'Fastest To' board disappeared from the screens at London Waterloo? Q302:

Why has the 'Fastest To' board disappeared from the screens at London Waterloo? A99, A302: We are very sorry about the recent failure of our Fast Train boards at London Waterloo. We are currently upgrading our systems and we are working with our Contractor to provide a solution as soon as possible. Please be assured they will be back up and running as soon as possible. Q66: Is there an update regarding platforms 20-24 at London Waterloo? A66: The South West Trains-Network Rail Alliance currently runs around 1,700 trains a day in and out of London Waterloo, carrying nearly 210 million passengers a year. However, with the huge growth in rail travel in the UK, this is forecast to increase to nearly 380 million a year by 2030. We are working to bring the remaining four platforms of the Waterloo International Terminal back into use. Under proposals developed by the Alliance, Platforms 21 to 24 could be brought back into passenger service providing extra capacity from Waterloo, the UK s busiest railway station. Plans are in place to extend platforms 1-4 to accommodate longer trains and to carry out track and signalling improvements to maximise the benefits of the platform developments. Q21: The station staff at London Waterloo in blue high visibility jackets are often hiding behind the pillars. In addition to this, it is not a nice colour and not very visible. A21: Thank you for your feedback, this has been passed to the Station Manager. Q90:

The Ticket Office system at London Waterloo has been broken for over a year - when will it be fixed? A90: We are very sorry about the failure of our queuing system at London Waterloo. We are currently upgrading our systems and we are working with our Contractor to provide a solution as soon as possible. Q142: Wheel clamping in station car parks is costly and unreasonable, I am worried about my car being removed if I forget to pay. A142: Car park enforcement is carried out at South West Trains stations under Railway Byelaws. Any vehicle found no complying with parking regulations are liable to be issued with a Parking Charge Notice or to be clamped. Please note we offer a number of ways to pay for your parking ticket, including paying by phone at over 85 stations with our partners RingGo and paybyphone. If you make payment through RingGo or paybyphone, there is no need to display a parking ticket. For more information please visit http://www.southwesttrains.co.uk/parking.aspx#155852 Q144: The queuing system at London Waterloo is overcomplicated, especially at off peak times when nobody is queuing. A144: Thank you for your feedback, this has been passed to the Station Manager. Q223: I am disabled and station staff are great at Farnborough. However Passenger Assistance at London Waterloo are appalling, lazy, rude and there is a language barrier. A223:

All our staff are provided with Disability Awareness Training. We are sorry to hear you have experienced problems. If these persist please do not hesitate to contact our Customer Service Team. Q224: There is not enough police visibility at London Waterloo. The Information Desk staff are useless. A224: The BTP carry out specific patrols across the station during the entire day. Should anyone need their urgent assistance Police can be called using 999. For non-emergency they could either use the new text service message by sending a text to 61016 or call 0300 1232211. Q252: Farnham requires a new car park. A252: As part of the Deed of Amendment we have signed with the Department for Transport, we are increasing car parking spaces at some locations. These stations that will benefit from more spaces are currently under review. Q253: The barriers for level crossing at Aldershot remain down for too long. A253: Safety is our number one priority and all level crossings have a set of strict operating regulations (known as a statutory level crossing order) to keep the travelling public safe. The order is made by the Office of Rail Regulation who is the safety executive for the railway and sets out the timings for when level crossing barriers are lowered. The barriers will remain lowered until it is entirely safe to cross. If there are lots of trains, it follows that the barriers will be down for longer periods. Barriers can only be lifted once a train has fully left the level crossing block.

Q257: Can you consider introducing dedicated parking spaces for season ticket holders at Farnham. A257: There are no plans to put dedicated season ticket car park spaces at Farnham as the capacity is so limited. We always actively reviewing this but as I say there are no plans at this time. Q262: I was not informed at the point of sale about planned engineering works and trains being taken out of service. Also, what is the difference between trains being cancelled and withdrawn? A262: We give advance notice of planned engineering work and the affect this will have on the service, so that customers can plan their journeys accordingly. Passengers are responsible for checking their journeys if they are planned on a weekend or late at night. The information is available from a number of sources up to twelve weeks in advance: At local stations From National Rail Enquiries on 08457 484950 From National Rail Enquiries website at www.nationalrail.co.uk From our website at www.southwesttrains.co.uk In planning terms a cancelled train is a result of disruption (e.g. incident, train failure) on the day, whereas a withdrawn service is pre-planned not to operate. Q273: The Ladies toilets at London Waterloo have barriers that are regularly out of use. Why does it cost? Why do we have to p exactly 30p? Why is it downstairs? A273: Our toilets are on the whole very clean. We have invested significant efforts and resources in improving them. In the past year, we have agreed to improve the deep cleaning process. We do this now on a quarterly basis and this includes a full acid wash of pipes to remove the ammonia smell so frequently

associated with our toilets. We're pleased that this has been successful along with a neutraliser product that we use to limit the smell. The toilets are scheduled for development in the coming years and we are looking to bring this forward. Our Attendants are asked to clean the toilets only because having to manage the turnstile, will mean that they can t do one or other of the tasks. We do regular maintain the turnstile system and put in place improvements where we can. If you are having trouble accessing the toilets downstairs we do have accessible toilets. Q274: I was at Guildford between 1600 and 1615 and there was only two windows open. There were other staff in the office but they did not help. A274: We are very sorry to learn of the inconvenience you experienced at Guildford station and we understand how frustrating this must have been for you and other commuters. South West Trains will always strive to ensure that our ticket offices are adequately staffed at all times, that said if changes occur at short notice such as staff sickness, the ticket office may remain understaffed while we arrange relief staff and they travel to the location. In light of your concerns please be assured your comments have been passed to the Station Manager for their attention. Q330: Horsley car park - please can we have free weekend car parking? Also, why do you charge on Bank Holidays? A330: We have no present plans to change car parking regulations at Horsley but will pass on your comments to the appropriate department for consideration.

Q380: Wimbledon Station gateline has had an ongoing problem and does not recognise Oyster all the time, how has this problem been allowed to go on for so long? A380: We are sorry to hear of the gateline problems you have been experiencing. We are aware of the issue and have passed this onto the appropriate department to be reported to our supplier. Station Quality Q269: What will the impact be of the additional platforms at London Waterloo? A269: The South West Trains-Network Rail Alliance currently runs around 1,700 trains a day in and out of London Waterloo, carrying nearly 210 million passengers a year. However, with the huge growth in rail travel in the UK, this is forecast to increase to nearly 380 million a year by 2030. We are working to bring the remaining four platforms of the Waterloo International Terminal back into use. Under proposals developed by the Alliance, Platforms 21 to 24 could be brought back into passenger service providing extra capacity from Waterloo, the UK s busiest railway station. Plans are in place to extend platforms 1-4 to accommodate longer trains and to carry out track and signalling improvements to maximise the benefits of the platform developments. Q19: I have a pushchair and it is always very congested around London Waterloo near the escalators. A19: If you require assistance please speak to a member of staff who will be happy to help.

Q40: The contractors who installed new lighting at Farncombe have not tidied up and left earth and rubble behind. Can this please be tidied up? A40: This project is not signed off yet and owning manager will work closely with our project manager to address any issues. Q62: Why does Wandsworth Town not have a lift? A62: No plans for any lifts. Q96: I store my bicycle at London Waterloo however it is in the smoking area and very unpleasant. A96: Thank you for your feedback, this has been passed to the Station Manager. Q101: Why are station toilets chargeable? A101: Our toilets are on the whole very clean. We have invested significant efforts and resources in improving them. In the past year, we have agreed to improve the deep cleaning process. We do this now on a quarterly basis and this includes a full acid wash of pipes to remove the ammonia smell so frequently associated with our toilets. We're pleased that this has been successful along with a neutraliser product that we use to limit the smell. The toilets are scheduled for development in the coming years and we are looking to bring this forward. Our Attendants are asked to clean the toilets only because having to manage the turnstile, will mean that they can t do one or other of the tasks.

We do regular maintain the turnstile system and put in place improvements where we can. Q103: What are the plans for the Rugby World Cup? It would be good to have more information. A103: We have highlighted key games where we will be running additional shuttle services between London Waterloo and Twickenham. We will also have extra staff on duty to help manage the crowds. Q126: The electronic system at the Ticket Office at London Waterloo is not working. A126: We are very sorry about the failure of our queuing system at London Waterloo. We are currently upgrading our systems and we are working with our Contractor to provide a solution as soon as possible. Q157: The indicator system is not working at the London Waterloo ticket office. A157: We are very sorry about the failure of our queuing system at London Waterloo. We are currently upgrading our systems and we are working with our Contractor to provide a solution as soon as possible. Q179: Can Lost Property at London Waterloo be open on Saturday please? A179: Our Lost Property Office is an additional service that we provide. Current charges to items retrieved from Lost Property cover the running of the office.

Any decision to open additional hours would possibly result in an rise in charges. Q193: Why are there no platform staff at Wandsworth Town? A193: No plans for platform staff although we are reviewing arrangements Q194: There are no CIS Screens at Wandsworth Town on the platform, only in the shelter which makes it very difficult to see train times. A194: We have investigated the possibility of providing a second screen on the platforms at Wandsworth Town, but have found this would interfere with drivers view of the signals. We are therefore unable to install a second screen at present, but we'll note this for consideration in our future renewals program. Q206: Brompton bike hire would be good at Surbiton. A206: This has been passed to the correct department for consideration. Thank you for your suggestion. Q211: Parking is horrendous at Petersfield, are there any plans to improve this? A211: Under the Deed of Amendment we will be providing an additional 1,400 car parking spaces at some of our busiest locations. Petersfield is one of the car parks being given consideration for additional spaces, however any such scheme will be subject to feasibility of construction. I'm aware that some concerns associated with gradients have been identified at Petersfield, and

these may mean that construction will not be feasible at Petersfield. I appreciate it's not a Yes/No response, but as yet, no final decision has been made. Q212: There is poor communication at Surbiton, no visible staff and no 'Fastest To' train information. A212: All available staff are assigned to be on the platforms. Whatever information was available was conveyed by regular announcements. The A-Z boards in the booking hall display the next fastest trains to the various destinations and have been and still are functioning correctly. The only board which is sometimes blank is the Special Notices one - this board displays short messages such as engineering works etc. but not train times. We are sorry for any inconvenience that you experienced. Q213: Why did you remove the cycling facilities as part of the additional parking space project at Fleet station? A213: There will be new cycle racks going in at Fleet as part of the redevelopment but unfortunately we have no date as of yet. Q214: The traffic flow arrangement when leaving Fleet station needs to be reviewed, I believe it is dangerous. A214: There are plans to redevelop the traffic scheme/layout at the station but there is no date at moment. I was at Fleet 2 days ago and I am happy that the temporary arrangements in place serve everyone with regards to safety.

Q220: I have had four hits on my car in car park in the last 5 years - most recently my car was hit in car park at Basingstoke but police are not able to do anything because CCTV coverage not adequate. Why is this? Can we widen the car park spaces to aid drivers moving around? A220: Our CCTV policy is currently under review. There are unfortunately no plans to widen car park spaces. Q230: The magnetic strip on my ticket always fails in the barriers. A230: We are aware of some of the issues with our current paper tickets and are working with Stagecoach to potentially introduce Smartcards across our network in order to mitigate this problem. Q234: Are there any plans for a waiting room at Hampton Court? A234: The station is down for upgrading when the surrounding area development takes place and the new station concourse includes a cafe/waiting room structure. Q271: There are problems with Ascot station car parking during Royal Ascot. Are customers still going to be able to use the car park? A271: This is currently being reviewed at Director level. Q275:

There are intermittent problems on one of your card machines. A275: We are closely monitoring the machine performance, any faults are promptly reported and repaired via Estates team. Occasionally, we do have issues with mobile network coverage and we with continue to work the Retail Teams to address any potential issues. Q304: The toilet at Staines should be accessible to season ticket holders. A304: The toilets at Staines are open whilst the station is staffed unless they are closed due to a fault. Q324: The toilets at London Waterloo stink, they are broken and filthy and we are made to pay 30p for them. Staff are also very rude. This needs fixing. A324: Our toilets are on the whole very clean. We have invested significant efforts and resources in improving them. In the past year, we have agreed to improve the deep cleaning process. We do this now on a quarterly basis and this includes a full acid wash of pipes to remove the ammonia smell so frequently associated with our toilets. We're pleased that this has been successful along with a neutraliser product that we use to limit the smell. The toilets are scheduled for development in the coming years and we are looking to bring this forward. Our Attendants are asked to clean the toilets only because having to manage the turnstile, will mean that they can t do one or other of the tasks. We do regular maintain the turnstile system and put in place improvements where we can. Timetables Q127:

The Hampton Court to Surbiton service leaves before the fast train arrives. Why can't the guard wait a few more moments to close the doors? A127: In the interests of passengers already on other trains, who themselves may have connections to make, it is not generally our policy to hold other services to await the arrival of a delayed service. This is particularly true of other operator s services and other long distance, mainline trains. Any delays to onward services can also affect other services along the line and cause further delay to even more passengers. All our trains are timed to go over certain points at certain times, if they are delayed they have to wait for another opportunity and this delays the journey and the lateness accumulates. In addition to this by keeping the train in the platform for a minute we are preventing other trains from using the platform and so delaying them. Q122: I would like later trains to Farnborough. Q365: It would be great if the trains ran later from London Waterloo to Cobham on the weekend, especially as the tube will start running round the clock at weekends, can South West Trains do this? A122, A365: It is difficult providing additional evening services due to overnight engineering work possessions of the track. Q31: The platforms of trains should be changed to increase punctuality and efficiency. Q125: Why is there no shuttle train between London Waterloo and Clapham Junction? Q335: Can more trains service Farncombe in the evenings? Services are very overcrowded.

A31, A125, A335: Your comments have been noted and we appreciate the time you have taken to let us know. Q6: Why does the Southampton Central to London Waterloo service not call at Farnborough on Sundays? A6: From December 2015, Farnborough Main will have a faster hourly service on Sunday afternoons. Q7: Why do the Number 55 Mini Guide Timetables not symbolise trains that are calling at Clapham Junction? A7: The idea of a Mini Guide is to keep it simple, and adding Clapham Junction would make it more complex. For Clapham Junction please use Mini Guide Number 10. Alternatively you can create a bespoke timetable using our website. Q56: Are there any plans to increase the service from Farnham to London Waterloo? A56: Please be assured we have aspirations to improve the Farnham to Guildford link service in our long-term plans, but there is currently no timescale in place. Q64: The 1845 service from London Waterloo needs more coaches. A64: We are introducing 108 extra carriages as part of the Government's High Output Specification Programme (HLOS) which will allow us to provide extra

capacity where it is needed most, helping commuters at peak times. We will be able to run 10-car trains rather than eight-car trains on some of our busiest routes using refurbished carriages formerly operated by Southern, which are being leased through Porterbrook. The complex project to make this happen involves platform lengthening at 60 stations. It also includes bringing Platform 20 in the former Waterloo International Terminal back into use, which we successfully achieved in November 2013, six months ahead of schedule. Q117: Why plan trains at 1750 which do not allow for a connection at Weybridge for Addlestone when the train sits idle for more than 7 minutes elsewhere? A117: I am sorry to learn about your concerns, please be assured our Train Planning team are aware and are looking into how this can be improved to facilitate a more feasible connection time. Q131: There is a lack of space on trains after 20:00pm A131: In order for us to investigate please contact our Customer Service Centre with specific details about your journey. However we currently haven't got the stock to lengthen all trains across our network. Q139: Why does the Surbiton to London Waterloo service go via East Putney? A139: This is so our Train Crews can retain route knowledge which could possibly be used in times of disruption. Q146:

Why does the Hampton Wick to London Waterloo service take 1 hour but the Twickenham to London Waterloo service takes 45 minutes when they are the same distance? A146: Although they may be the same distance, they are different routes and therefore have different signalling layouts, calling points and pathways. Q151: Are there any plans to stop Exeter trains to call at Wimbledon? A151: Thank you for your enquiry. Unless the Clapham Junction stop is removed, unfortunately we cannot stop at Wimbledon as it will have an adverse effect on other services. Please note we do have some services from Exeter St Davids which stop at Wimbledon during the Wimbledon tennis tournament. Q188: Can we have more trains stopping at Stoneleigh? A188: We will look into this for our next timetable change in December. Q191: The Weybridge / Addlestone connection is poor. A191: I am sorry to learn about your concerns, please be assured our Train Planning team are aware and are looking into how this can be improved to facilitate a more feasible connection time. Q196: Faster trains are required in the AM peak. A196:

We are aware of some of the issues of overcrowding and journey times, especially during the peak times and are addressing these through our long term plans. Thank you for your feedback. Q228: The earliest train on Sunday morning 0909 arrives at Waterloo after 1200. Why can't South West Trains run earlier trains to get to London Waterloo before, for example 0723 which arrives at London Waterloo at 1017 (which runs during the week)? A228: We would like to run earlier trains but no trains berth at Exeter St Davids overnight on Saturday due to engineering works & possessions. Q254: Are there any plans to improve the Farnham to Guildford service? A254: Please be assured we have aspirations to improve the Farnham to Guildford link service in our long-term plans, but there is currently no timescale in place. Q301: I travel between Staines and London Waterloo at 1722, 1729, 1814 and 1844. There is no train at 1714 and 1744 to London Waterloo from Staines. If trains at these times it would resolve overcrowding issues and avoid wait just after 1700. A301: Unfortunately, we are currently at capacity and have no remaining stock or available pathways to add services during this time. Q350:

At different times of the day, South West Trains extend journeys for no reason other than to make sure South West Trains can say that the train arrived on time. A350: Whilst we work hard to ensure we run a Right Time Railway, unforeseen events can cause cancellations and terminations at short notice. Q368: I travel on the 0655 train from Winchester that leaves half empty because the train is blue and a 450, people from Winchester would prefer to wait for the 0705 whose seats are far better and comfy that get on the blue train. If you want more people to travel on the 0655 please change the stock? A368: We are sorry to learn about your concerns regarding our Class 450 Fleet. The deployment of this fleet are modern air-conditioned and reliable trains and, given the numbers of people travelling on this route, we feel the current mix of class 444 and class 450 stock is the best fit for the Portsmouth Line and our network as a whole. Train Quality Q143: Why is there no air conditioning on trains to and from Hampton Wick? Q309: Dorking line needs new stock with air conditioning - When will this line benefit? A143, A309: Our Class 455 Suburban rolling stock used on the route taken is fitted with a rudimentary heating system set to 20c but it will be affected by passengers

leaving the doors open at stations and also the hopper windows open whilst the train is on the move. This type of rolling stock was unfortunately never designed to have air conditioning. The vast majority of journeys made by passengers who use these trains are comparatively short. At the time of the last refurbishment programme the units were fitted with partial glass partitions in response to complaints of drafts from opening doors, unfortunately this does also restrict the free flow of air around the carriage. During warm weather we advise our passengers, via station and train announcements to carry bottled water with them, should they feel unwell not to board the train or if they feel unwell whilst travelling to inform the Guard or alight at the next available station where assistance can be sought immediately. We have had to take these steps as regretfully we receive many complaints about delays caused by passengers being taken ill on trains, in turn causing substantial delays. Q79: Some of the carriages are too cold. A79: The air conditioning on much of our stock is not controlled by the guard and the guard is not able to reset the system if it does develop a fault mid-journey. The temperature the air needs to be on the train is monitored by sensors in each coach. There are six sensors per coach set at differing heights which constantly check the temperature and the overhead air conditioning system responds to this. If a coach does have a fault and become uncomfortably warm the guard can open the internal doors and turn up the speed of the fans to ensure that fresh air is still getting into the coach. As with any system which is used on such a regular basis, sometimes it does develop faults in between maintenance checks. Smaller faults can be attended to by our mobile maintenance teams. But larger faults where parts need to be replaced are carried out at our Train Care Depots. The turnaround time for major faults where parts are ordered to complete work is a maximum of three weeks. During this time we make every effort to ensure that our spare stock is used rather than a unit with a known fault. We have a very pro-active approach to air conditioning and it s ongoing maintenance. We check regularly for individual faults on our services. We also ensure that any faults which related to the design of the air conditioning

and therefore likely to affect the stock in general, are picked up and addressed as early as possible. I hope this explains how the air conditioning system works and reassures you that we are working hard to ensure that the numbers of faults which do develop are kept to a minimum. Q128: Guards do not do enough when people have their feet on the seats. A128: There are signs in most coaches of our trains regarding customers putting their feet on seats and our guards do what they can in terms of announcements. Our guidelines to them, however, are to use discretion in the case of aggressive passengers who refuse to stop this practice. Guards have no power to force such people to remove their feet - only the police can do this. They reserve the right to call the police but obviously taking such action would delay the train which would then delay a huge number of customers. Q9: I have paid for a first class season ticket from Bracknell to London Waterloo and there is no first class several times a week. Why? Can I be refunded? A9: Unfortunately we are short of stock at the moment which has affected our first class tickets, due to a combination of various defects and late entry into service of the lengthened five-car units onto suburban services. At the same time we are having to send the existing units used on the Reading line away as part of this programme. We now have four 10-car trains in service and we have also introduced refurbished former Southern two-car class 456s into service on the suburban routes which should help the situation. In the medium to longer term, the introduction of 10-car trains on Windsor, Weybridge and Hounslow services within the next 12 months or so which should help the overall position on the route. More platforms in the former Waterloo International Station will also be reopened for SWT services. Beyond 2017 until 2019, the introduction of 10- car trains on other services through Richmond will provide additional capacity;

it is also hoped to provide two or three additional peak services through Richmond. As a first class season ticket holder, customers are entitled to compensation where there are less than the usual number of 1st Class carriages or seats on a train. However, confirmation of non-availability of 1st Class should be obtained by way of a special form or written confirmation from the guard, with the application then made through the office that issued your ticket. Q237: I like the on train announcements and customer service from guards. A237: We are very pleased to hear of your kind words regarding your recent journey with us. It is always satisfying to learn that our hard work running a reliable and punctual service and emphasis on customer care is appreciated by our passengers. We have forwarded your correspondence to the relevant departments so they too can see your kind comments. Q155: Trains are not clean during the evening peak. A155: We are sorry that the train you were using was not cleaned to the standards that we expect. We do our best to ensure our trains are clean and tidy but we do rely on customers accepting some responsibility for helping us by disposing of their own litter and using the toilet facilities in a reasonable manner. Unfortunately most of the problems that are reported to us between booked cleaning times are caused as a result of people not respecting the facilities we provide. Obviously on the day you travelled there was a problem with at least one of our booked cleaning schedules and we are sorry that we let you down. We will pass your concerns to our Train Presentation Team who will investigate and take whatever steps are possible to prevent this happening in the future. Q245: The on train toilets are always out of use in the evening on the Reading line.

A245: We are sorry to learn that the toilets on the Reading Line services have been frequently out of use. Toilets with electrical doors lock themselves out of use when the water tank is empty. This is to prevent the toilet being used if there is not enough water for customers to flush the toilet or wash their hands. The only other reason a toilet would be locked out of use is if the guard had locked the toilet due to a fault or vandalism. In regards to the Reading Line trains specifically, regretfully the water tanks on our 458 Class services are small and can only be emptied at the Depot. Q303: The toilet on board the London Waterloo to Staines service is not working and unclean. A303: We are sorry that the toilet was not clean on the train you used recently. We have several cleaning schedules which take place throughout the day. Trains start the day having been cleaned in the evening at the depot. The train should enter into service having been thoroughly cleaned and the toilets should be in a clean condition with soap, tissues and water replenished to service the taps and toilet. We do our best to ensure our trains are clean and tidy but we do rely on customers accepting some responsibility for helping us by disposing of their own litter and using the toilet facilities in a reasonable manner. Unfortunately most of the problems that are reported to us between booked cleaning times are caused as a result of people not respecting the facilities we provide. Obviously on the day you travelled there was a problem with at least one of the booked cleaning schedules and we are sorry that we let you down. We will pass your concerns to our Train Presentation Team who will investigate what went wrong and take whatever steps are possible to prevent this happening in the future. Q189: There are no toilets on some trains - this should not be permitted due to some customers having medical conditions.

A189: The type of 4 coach suburban train used your route is known as Class 455. These trains were introduced on to south west London suburban routes in the early 1980s and research carried out at the time showed that the vast majority of journeys made by passengers who would use these trains were comparatively short. It was following this research that it was decided that the available space should be used to provide as many seats as possible and toilet compartments were not, therefore, included. Q13: The Wifi is very patchy. Reliable wifi would increase passenger tolerance of delays. Q203: South West Trains wifi drops out often, Virgin Trains have a very reliable wifi service which they charge for. Can South West Trains improve the wifi but keep it as a free service? Q306: I use the Wifi from Portsmouth to London Waterloo each day and it is a very poor experience. Can the Wifi be improved? A13, A203, A306: We recognise that the Wifi service has not been as good as expected and we are working with the supplier to rectify this on our 444 trains. The class 450 fleet is expected to also come on line in late 2015, and further optimization is expected to improve the system further. Noting the above - the free WiFi service we provide can never meet every users aspirations, particularly with budgetary constraints, and the ever increasing number of users. (We currently see an average of 13,000 people logging on each week day). Q76: When is wifi being rolled out to all trains? Q138: 450 stock do not have wifi - when can we expect this? A76, A138:

Thank you for your enquiry regarding WiFi on our 450 Class stock on the Portsmouth line. We currently have our Class 444 Desiro stock services running with Wi-Fi available for free of charge to customers since September 2014 on this line. Meanwhile we hope to roll out Wi-Fi across our 450 trains by Autumn 2015. Further information can be found using the following link to our website: http://www.southwesttrains.co.uk/rail%20passengers%20to%20benefit%20fr om%20multi-million%20pound%20investment%20in%20wifi%20technology.aspx Q293: When will there be Wifi on trains on the West of England line? A293: To address your question regarding the introduction of WiFi on our West of England line, we hope to gradually roll out Wi-Fi across some of our remaining fleets once we have been able to prove that it s fully operational. With our class 158/159 diesel trains that work the West of England Exeter route, it is proving to be problematic to fit Wi-Fi. Currently no other operator has managed to install Wi-Fi on these trains in the UK, as they were built in 1989 and had no provision made for it. Our engineering team are currently working to try and find a solution, but it is likely that they will be the last of our trains to be fitted. Q50: There are no handles and not enough seats on the 458 / 5 stock. A50: We are sorry to learn about your concerns regarding seating on our 458/5s on our Windsor line. Some seats have been removed for high capacity but we are now running 10 cars rather than 8 car services to ease crowding issues. Q170: Can high speed trains be run on the West of England line when stock is released from First Great Western? A170: High Speed Trains are older stock and there would be constraints to using these. It is likely that the risks would outweigh the benefits.

Q204: Why do you put a trolley on a train that is full and standing? A204: We are expected to provide trolleys on trains as a positive customer service. Yes it can be difficult if train is full. We are increasing this number of coaches on trains through Winchester. Q222: I am unhappy that there are no seats available on Basingstoke to London Waterloo services during the evening peak. A222: We are sorry to learn about that you are unable to get seats between Basingstoke and London Waterloo. Please be assured there are numerous projects to help this, including increasing services to 10-car trains, platform lengthening, and more services. Q233: Are faults on your 455 fleet becoming more common? A233: We are part way through the programme of providing 10 car services on some of our suburban services to provide the additional capacity that is very much needed. This involves a rigorous refurbishment scheme that is working to fix any existing faults on our 455 fleet. Unfortunately, the introduction of the additional carriages is running slightly behind schedule at present. In turn this puts even more pressure on the availability of our rolling stock and as a result, there have been several occasions where one or more trains have had to be short formed (4 carriages only) or cancelled completely Q258: Why has there been a stock change on the Eastleigh 0655 service? I am experiencing Wifi issues also.

A258: Our Train Planning team will check on stock plan for 0655 Eastleigh to Waterloo. We work in collaboration with Nomad Rail to provide our Wifi service on our class 444 service. If you experience any on board Wifi problems please contact the dedicated team on 03300 889327 or email them at swtots@nomadrail.com We are currently in the process of rolling out Wifi on our other stock, beginning in December 2015. Q318: Announcements on older trains often cannot be heard. A318: We are aware that in our older stock of trains on board P.A. systems are ageing. If you are unable to hear audible announcements please do not hesitate to speak to the Guard who will be able to provide you with any information and may raise a specific fault with our Fleet Team. Q358: Trains are horrible. The travel experience is as bad as it was 10 years ago. A358: Over the next 2 years modifications will be made to the 455 stock as part of the PRM (Passengers with Reduced Mobility) policy. We are currently running refurbished former Southern two-car class 456s on the route your query refers to in addition to the 455s, which have new flooring in the saloons and vestibules and existing Bodyend and bodyside interior panels. A new ceiling arrangement and associated saloon LED lighting have also been installed to enhance the interior, and these units also have a combination of double seats, bench seats, tip-up seats and perch seats. Doors will be modified to provide a wider useable aperture as already done on our Class 455 units to include new header & push-button panels. Q364: I used to be in the Navy and have recently joined South West Trains as a commuter. I am very disappointed with the commute from Haslemere to London

Waterloo. I spend a tremendous amount of money on my season ticket, trains are overcrowded and very dirty even when they seem to have been cleaned - What are your cleaning standards? Let s not get me started on train toilets, even when they are clean they are disgusting - What are your standards for cleanliness? A364: We have several cleaning schedules which take place throughout the day. Trains start the day having been cleaned in the evening at the depot. The train should enter into service having had all litter removed, bins emptied, tables and trays should be clean, carpet areas will be hoovered, any stains should be removed from all surfaces and the toilets should be in a clean condition with soap, tissues and water replenished. This is maintained throughout the day by our Train Presentation teams at certain Stations. Ticket Vending Machines Q116: I cannot get Goldcard discount on your Ticket Vending Machines. A116: This query is no longer valid. The original reason was that as child tickets were 1 it left this being open to abuse and fraud. All Railcards are now on the same screen, as a child now receives 60% off and this can now be bought without an adult. Q290: The Ticket Vending Machine at Sunnymeads has not accepted card payments for three weeks. Please fix this. A290: Card reader replaced 19th May 2015