Apology

Dear Customer,

I am very sorry for the disruption that many of you would have likely experienced whilst travelling on our network today following the low-speed derailment of one our trains near Wimbledon.
We are grateful to the emergency services who responded swiftly to this incident and thankful there were no serious injuries to any of our passengers.  We worked hard to ensure that customers were able to leave the train as quickly and safely as possible, with this process completed by 08:15. 
There is extensive damage to the track which our infrastructure partners are working to repair as soon as possible. 
During the morning we also suffered two separate train faults on our network. Although these were rectified quickly this hampered our ability to recover the train service. 
To help you complete your journey today, we arranged ticket acceptance on alternative services. We also agreed for District Line passengers to use their tickets on South Western Railway services via any reasonable route. We will be looking to follow a similar process tomorrow if these issues are not resolved. 
I fully appreciate how frustrating it is when your train service doesn’t run as planned and we are extremely grateful for your patience and support during today’s disruption. We are sorry for any difficulties you may have experienced.

Christian Neill
Head of Customer Experience