Commuter brands South Western Railway 'appalling' after catching just one punctual train home in a month
The train operator said "infrastructure failures" since the completion of the Waterloo upgrade works had caused the delays
By CHRISTOPHER MCKEON
A disgruntled commuter from Kingston has claimed just one of her trains home has been on time since*South Western Railway(SWR) took over.
Suzanne Gilmour, who works in London, described the service as "appalling" after experiencing weeks of delays since the franchise handover in August.
She said: "We've gone from South West Trains, which generally operated on time, to something which is delayed every single evening.
"I want to know why they're late when it's the same rolling stock, the same staff, the same signalling system."
Ms Gilmour also criticised SWR for poor customer service, saying the company had yet to explain to her why the sudden drop-off in punctuality had occurred.
She said: "I kept emailing them, and they just send me a generic response telling me I can claim back money."
An SWR spokesman said: "We apologise for the late running of some of our trains recently.
"Unfortunately, since the completion of the*Waterloo works*, there have been some railway infrastructure failures in and around*Waterloo station*, coupled with a small number of train issues, leading to some delays and cancellations.
"We are contacting our customer again to get more details about her late trains so we can fully investigate and respond regarding the matter."
SWR has also been criticised by commuters in*Woking*over the*regular malfunctioningof the ticket machines there.
Passengers were forced to queue*out of the door and into the station car park*for half an hour before they could buy tickets*for several days last week.
What's your experience of SWR been like so far? Let us know in the comments section below or via*Facebook*or*Twitter.