The Phantom 2:43 Templecombe to Waterloo
Saturday (22nd September) was a normal sort of Saturday, except that we were taking our daughter to Templecombe station to catch the 2:43pm train to Waterloo. This is the first leg of a journey that leads to a holiday in Corfu with her friend. Everything was fine. We stood on the new platform comparing the new facilities with the old, on the other side. In these modern days it seems that the bottom line (£'s) for South West Trains is far more important than their clients.
Templecombe was a great victory years ago when local pressure led to the station being re-opened, and since that time it has been well supported. But to improve the bottom line (please correct me if I am wrong, South West Trains) it was decided that Templecombe didn't need to be a manned station. Templecombe was going to be a great example of modern practice and technology.
Here we see the peaceful setting at Templecombe on Saturday 22nd September. The old facilities on the right and the new modern facilities on the left. Access is direct from the car park. No longer do you need to cross the old railway bridge to get to the station facilities, including waiting roof, toilet, and ticket office. In fact the bridge is now closed. The only access to facilities (I believe that means the toilet) is between 6.00am and 11.00am Monday to Friday with a bonus hour to 12.00 noon on Saturdays.
That's ok because it is very clearly signed. I assume that South West Trains have conducted a very complicated survey that shows conclusively that all passengers who travel after midday have superior bowel and bladder control. If a morning traveller arrives late they are in serious trouble. Mind you, there are plenty of bushes to disappear behind in the event of an emergency.
South West Trains have also discovered that the travellers who use this station are amazing hardy people who have no need of shelter from inclement weather. As I type this it's pouring with rain, and anyone waiting at Templecombe for a train is feeling pretty dismal, not to mention wet.
With modern technology you can save time and buy your tickets online. You arrive at the station and use the ticket machine (Pre-Purchased Tickets button). It is so easy and convenient. This really is a good plan, South West Trains. Except that there is a little red cross through this button, and this facility has been out of order for at least the last two weeks. Bummer! I thought that I was giving deserved praise to South West Trains. I'm trying very hard, but somebody is sabotaging my every opportunity.
But hang on a moment! It's they who are blocking my attempts to praise them. It's bad enough when people try to put you down, but it's much worse when you start shooting yourself in the foot.
But never mind that. The real point of coming to Templecombe Station on Saturday 22nd September was to get the train to Waterloo. Quite a reasonable. That's what South West Trains is all about. No argument there. So there we were, a happy little band of travellers and a few attending to wave to departing friends and family.
There's something about standing on a station platform. Even now I get a sense of excitement when the train comes into view. To be there when the driver brings the train slowly to a halt ready for passengers to disembark, and new passengers to embark for the next stage of their journey. It still gets me. But what happened next was certainly unexpected.
The 2:43 train came to a halt, and the passengers waiting approached their chosen doors as normal. Strangely, the doors didn't open. Scanning the train from front to back passengers were all pressing the door buttons, but nothing was happening. Doors remained closed. Another scan of the train showed that the driver was not to be seen. The train guard was not to be seen.
What happened next left us all standing speechless. The 2:43 train to Waterloo pulled away and drove onwards to its next stop. On time, but leaving the expected travellers (my daughter included) standing speechless on the platform.
One passenger who wanted to embark near the front of the train was seen by passengers running alongside the train waving frantically. Maybe they thought he was waving to a loved one on the train. No! He was trying to get the driver to stop. Oh dear! This is not looking good for South West Trains. No matter, I'm sure it can't get any worse. Onwards and upwards from here. Well, not exactly.
Thanks to that modern technology you can actually press an information button and this starts an automatic telephone call to an information office. Button duly pressed, and after a couple of attempts the call is answered and a nice lady is told this amazing tale. She wanders off to find a solution. That said, I suspect she couldn't believe what she had just been told and was telling her colleagues who were probably rolling on the floor with laughter, presuming it a hoax. At stome stage the line went dead (here we go again). Frustration now evident, the button was pressed again. Aarrghh! Engaged!
I spotted a green "Emergency" button (shouldn't emergency buttons be red?) so taking heart in finger the button was pressed. The same voice was heard and I was connected. I explained the saga (I confess slightly heated in manner), and the operator told me frankly that this line was only for emergencies such as police, fire etc., after which she hung up.
Back to the info button and we actually manage to speak to the original lady. I was expecting her to be arranging a minibus to take the stranded passengers on to Waterloo. I have known this to be done before. After all it is important to satisfy your clients. After circa 30 minutes this nice lady confessed that this was her first day/week and she didn't know what to do. Her advice was clear and profound.
"Wait for the next train."
All the passengers got on the next train. One was late for her shift at a prominent London organisation. One had to make urgent calls to a colleague he needed to meet up with and organise to meet on the later train. Thankfully my daughter wasn't in a rush. She arrived at her destination safely, but late.
An interesting appendage to this tale was that a lady arrived at Templecombe station to meet her friend who was arriving on the 2:43 Train. He was on the train trying to get off whilst our merry band was trying desperately to get on.
What happened?
I had my answer when I contacted South West Trains on Monday morning. I spoke to Mr Philip Berry (Complaints Manager) and told him this story. He checked the train logs, and advised me that the incident had indeed been logged. From our conversation I understand that this was a simple error on the part of the guard on the train.
Bear in mind that, until a month ago, all passengers would enter/exit the train from the old platform on the west of the tracks. As the train arrived the guard mistakenly checked the old platform which was empty, and because no passenger on the train pressed the intercom button to ask for the doors to open, the guard gave the all clear to the driver to proceed to the next station (Gillingham).
As the driver had cleared the platform and signals he is not allowed to reverse as this would require a whole raft of safety/signal changes. This explained why he proceeded to Gillingham, where we hope the kidnapped passenger was allowed to get off and meet the lady who arrived at Templecombe to collect him.
Philip Berry was upset that the incident happened but I suppose the dramatic changes at Templecombe did create an opportunity for mistakes. Hopefully this embarrassing issue will serve to make all drivers/guards on this line more vigilant.
If you were affected by this mistake, contact South West Trains to get a fare refund. Phone 023 8021 3611 (courtesy of www.saynoto0870.com). This is Philip's direct line. I'm probably not meant to tell you that, so keep it secret.
Or email
If you obtained your ticket online and have an email thread simply click "forward" and send the booking confirmation marking the email for the attention of Mr Philip Berry and quoting Train Log Item 25 for 22nd September 2012.
It's completely crazy. But it is indeed a true story. Maybe you have a better story to tell about travelling horrors in the Wincanton area. Why not submit your story? If nothing else we can all have a good laugh.
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Reply #1 on : Mon October 15, 2012, 15:19:37
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