Complaing to SW trains.

South West Trains Customer Service Centre
Overline House
Southampton
SO15 1GW

Customer Service! What?

What an awful journey I had from Clapham Junction to Farnborough last night!
I renewed my Senior Rail card for £28 and purchased a £15 return ticket at Farnborough Main
I went to visit my 85 year old uncle in Brighton travelling via Woking and Clapham Junction. The journey there was fine BUT on the return journey:

Once I got off the 18.40 train from Brighton to Clapham Junction to catch a connection to Farnborough Main I was advised to catch the 19.40 train to Exeter and was advised to change at Woking the trouble began:
The train stopped abruptly. We could barely hear the guard announcing that there was a problem. Something about cables??

There was no real information no care and no emergency or crisis management. The PA system was awful too. A man opposite is getting married today! My neighbour has two young children…..all of us had our needs. My nephew was stuck at Waterloo only getting home at midnight having to make the return journey at 7am today. He too has a family.

I have phoned and twittered and phoned and been promised a phone call back this morning from 7.45 until 10am to complain about the dreadful lack of service between Clapham Junction and Farnborough last night.

So I left Clapham Junction at 19.40 and arrived home at 1am in the morning.
I had parked my car in the parish church car park and I had a 10 min walk which would have been fine in daylight. I had to ask a couple if I could walk part of the way with them.
When I had driven 20mins to Frimley I had to unlock and lock garage in dark and walk to my home. I am 66+
I renewed my Senior Citizen Rail card costing £28 and paid a further £15 for my return to Brighton ticket.
When I phoned now I was left waiting for 15 mins. but eventually a customer relations lady; Claire Haigh listened and advised me to write and email. Why can’t I do claim on line?
In this age of modern technology surely this is possible? I must be able to be traced and verified through Farnborough and my contact information.
I could have driven to Brighton and back at least twice in the time and be less fraught and frightened when walking home through morning hours in the dark.

I read you have given staff management millions of pounds bonus! Was this for Customer relations?

Marion Dante