Surbiton station train confusion

Major delays at Surbiton and Berrylands stations this morning resulted in an apology from South West Trains and Network Rail this afternoon.  However, their apologies were badly timed as signalling problems at New Malden are causing further long delays this evening.  The delays are expected to continue until midnight.

Like many other people I turned up at Surbiton station this morning about 8am to be met with hundreds of people queuing up the stairs trying to get onto the platform.  The problem was a major signalling failure between Clapham Junction and London Waterloo.  All of us who use the trains regularly like to moan about poor service, but today was particularly bad. 

With so many people travelling from Surbiton station between 7:30am and 9:00am, the crowds can build up very quickly if the trains don't arrive.  But what I and many others found annoying was a complete lack of information being given out this morning.  The staff closed the barriers due to safety concerns with a full platform, but the times showing on the information board in the ticket hall was still indicating trains were due to arrive.  Automated messages were giving out confusing messages and there weren't enough staff members around.  What really was needed was someone with a megaphone shouting out advice.

Eventually people were told that there would be no trains for the 'foreseeable future'.  We were told the quickest way to Waterloo was to get a bus to Kingston, then Wimbledon, then take the tube.  Those of us (Doh!) who took their advice took hours to get to work, yet those who waited seemed to get a train after half an hour or so.

South West Trains stated that 'We are aware that this is one of a number of incidents in recent weeks which have meant we have not provided our customers with the expected level of service. We would like to reassure you that we are working together to resolve these problems.  We are very sorry for the inconvenience this will have caused.'

Hopefully service will be back to 'normal' tomorrow.  However, it's only a matter of time before delays re-occur.  I don't think most people care whether the fault lies with Railtrack or South West Trains; we just want to be kept informed.  Hopefully Surbiton station will get a megaphone for Christmas!