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South Western Railway 'worst performer nationally' for complaint handling

South Western Railway 'worst performer nationally' for complaint handling

Published by the Eagle Radio News Team at 3:38pm 5th April 2018. (Updated at 3:40pm 5th April 2018)

Surrey's biggest train operator is the worst performer nationally when it comes to handling customer complaints.

South Western Railway dealt with 80 per cent of their customer complaints within 20 days during the last three months of 2017.

Rail operators are set a target of handling 95 per cent of customer complaints within that time frame.

Govia Thameslink, operator of Southern Trains, and Great Western Railway both hit the target.

Six train operators, including Cross Country, managed to handle 100 per cent of their customer complaints within the 20 day time frame. 

There has also been an increase in rate of complaints made by SWR passengers.

The statistics, released by the Office for Road and Rail, follow a challenging six months for the company.

Just last week (March 27th) there was major disruption for Surrey commuters because of a points failure in Wimbledon.

Passengers also faced major disruption during this year's heavy snow.

Prior to that SWR have dealt with multiple strike actions by members of the RMT Union.

Before Christmas all trains were cancelled out of London due to a trackside fire.

They took over the franchise from South West Trains in August 2017 during a period of major engineering work at Waterloo.

South Western Railway did not respond to a request for comment. 

Rail passengers in Surrey can expect further disruption over April, as multiple periods of weekend engineering works are planned around Guildford and Aldershot.

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