Apology message

Dear customer,

We’d like to say sorry for what has been an exceptionally challenging few days for everyone.

On Monday and Tuesday, emergency services had to deal with a number of incidents across the network which caused disruption to your journeys home. We’d like to thank you for your patience during these incidents, which were distressing for all involved.

Yesterday, a lineside fire outside London Waterloo caused severe damage to vital cables, leading to a number of failures in the signalling system. This prevented us from running trains in and out of platforms 16-24 for the majority of the day and the subsequent delays and cancellations to services were very disruptive.

Our team of engineers have worked hard through the night to repair the infrastructure and get the station operational for services again this morning.

We recognise the impact incidents such as these have on your lives, and we are working closely together with our industry partners to reduce them wherever we can.

We would like to apologise again for the disruption you have experienced this week.

If your journey was delayed by 15 minutes or more you can claim delay repay compensation. Visit southwesternrailway.com/delayrepay

Alan Penlington,Customer Experience Director for South Western Railway

David Dickson Wessex Route Managing Director for Network Rail