SWR Help

@dimmick89 Hi, I am sorry to hear this, I will get this reported; thank you ^MC

@SW_Help good afternoon, I currently at portchester station plt form 1 when got of the train has no ramp to help with pram or even wheelchair access but does on plt form 2 on Dn side I think this needs to be looked into as had carry my boy in his or down the stairs not happy

@holdmch Hi Michael, I am sorry to hear this, I will get this reported, apologies ^MC

Arghh! Driven to Guildford to find both station car parks closed, despite @SW_Help website saying both are open. In the chaos of diverting to a council run car park nearby we missed our train, so now over half an hour late before we’ve even got going

@nationalrailenq @SW_Help both your info sites are showing incorrect information about tomorrow’s services. Disruption at Waterloo, QTR, the Windsor lines and at Basingstoke are shown correctly. There is no mention however of the complete closure of the railway through Woking!

@woo46 You are eligible to refund on your train and car parking tickets ^MC

@SW_Help What exactly can I claim for? I know that it’s nobody’s fault but it was extremely frustrating and stressful trying to figure out what to do, the man in the ticket office said “wait for the next train” not very helpful

@SW_Help because of the cancellation of our train yesterday (Bournemouth to Waterloo) we had to abandon our visit to London (concert at the O2) so we payed for car parking that we didn’t use,train tickets and concert tickets that we didn’t use.

@davidwhitway Hi David, I am sorry to hear this, we have sent you a message 16 minutes ago to inform you the buses will pick up from Nelson Road at Whitton station; bus stop Q for Barnes and F for Feltham ^MC

@SW_Help It's over 30mins since I asked the question, no answer yet. You say you are aware of the road closure, so there should be a plan in place and passengers should have easy access to that information eg, posters at the station, at the pickup point, on journey planner, apps etc

@SW_Help Whitton High Street is closed today. What's happening with rail replacement buses? No signs at the station and I can't see anything on line. Looks like poor planning to me.

🛠️🚧Buses replace trains between Barnes and Twickenham / Feltham / Teddington via Richmond on Saturday 25 and Sunday 26 April  📢@SW_Help #DisruptionVideos ℹ️More information available here: nationalrail.co.uk/engineering-wo…

🛠️🚧Buses replace trains in the Basingstoke area on Saturday 25 and Sunday 26 April 📢@CrossCountryUK @GWRHelp @SW_Help #DisruptionVideos ℹ️More information available here: nationalrail.co.uk/engineering-wo…

@davidwhitway Hi David, just a quick update on this, the buses will pick up from Nelson Road at Whitton station; bus stop Q for Barnes and F for Feltham, apologies ^MC

@kellienewell7 Yes, I can contact the station or the bus supplier and they can provide more information; are you looking to travel towards London? ^MC

@SW_Help So you’re telling me you can’t contact someone at the station and find out?

@SW_Help are there no trains into Waterloo from Basingstoke today?

@kellienewell7 I am unable to track the buses myself but I am not aware of delays ^MC

@SW_Help Have you looked at what the buses are like leaving Basingstoke? Are they on time?

🚧 Planned engineering works are taking place on the South Western Railway Network from Saturday 25 to Sunday 26 April. The Richmond, London Waterloo to Queenstown Road, Basingstoke and Woking areas will be affected. For full information, please check our website: southwesternrailway.com/plan-my-journe…

@kellienewell7 Our bus supplier will investigate this with the bus operator; if you were planning to travel on that bus, you can get in touch with our delay repay team, apologies ^MC

@SW_Help So it’s the bus suppliers fault?

@kellienewell7 Hi Kelly, I have reported this to our bus supplier but unfortunately, they have been unable to get hold of the driver or their office; we are looking to arrange a replacement duty, apologies ^MC

@SW_Help So we’re already a bus load of people over what would be waiting? Why didn’t it go?

@kellienewell7 Hi, that bus replacement was scheduled to call at Basingstoke at 07:15 ^MC

@SW_Help I see that the 6.30 from Winchester didn’t leave? Would that have been stopping at Basingstoke to pick up?

@kellienewell7 In that case, you will need to get in touch with our delay repay team at customerrelations@swrailway.com ^MC

@SW_Help What about if I can’t get on because it’s full?

@kellienewell7 Delay repay will be based on the revised timetable; if the replacement bus or train are running late and you are delayed for 15 minutes or more, you will be eligible for delay repay ^MC

@SW_Help If it doesn’t get me to both stops on time can I claim delay repay

@angryredhead9 Thank you, I can see the next bus is scheduled to depart at 07:29; your sister can raise this with our customer services at customerrelations@swrailway.com along with copy of train tickets and they will investigate it further; apologies ^MC

@SW_Help Thank you. My sister is at Winchester and said the local staff had no information at all.

@SW_Help are the rail replacement running today. The 6.30 from Winchester to Guildford didn’t turn up

@kellienewell7 Hi Kellie, replacement buses are part of the planned timetable; when engineering works are scheduled, the slower part of the journey that is operated by a bus replacement service is built into the revised timetable ^MC

@SW_Help Why if it’s not the same service?