The 'journey from hell'

5:12pm Tuesday 3rd April 2007

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COMMUTERS have described their journey home on the c2c rail line on Monday evening as the "train ride from hell."

Some travellers reported boarding a train in London about 5.20pm only to finally arrive home after midnight following hours of waiting around in motionless train carriages. Many had no idea of what had caused the delay on the Fenchurch Street to Shoebury service and have spoken out about the company's lack of communication.

I was on the 17:35 from Fenchurch Street and had just past the Stratford link when we halted just outside of Bromley by Bow underground station at around 17:40. In actual fact a number of the carriages were on the platform, where the underground trains were coming and going. Why were we not taken off the train to get onto the underground? I know that there are live wires but we could have managed to walk through the train with some supervision. Around 6pm an announcement was made to the effect that the driver did not know what was wrong. A while later he told us that there was a problem with the overhead wires and that he did not know when we would be on the move. Very little contact was made to us from the driver. However, mobiles were being used and that is the only way we were able to keep in contact with what was happening by ringing relatives and other commuters. Trains that were behind us were now being diverted through Straford so some commuters were on the move. Around 7.50 we were told that we were going to be "de trained" and to move to the front of the carriage and that the power had been turned off. It was now dark and this was dangerous but we did as told. I was in the 11th carriage so knew that this was a long way off. Most of us stood up and then after 15 minutess could see that nothing was happening and no one was going anywhere. What did he mean move towards the front of the train? Were people getting off the train? We had no way of knowing. Eventually the driver said to sit down we would be moving shortly. As you can imagine people were getting annoyed and we could see that commuters were now walking so they must have opened the doors on the 12th carriage. Still nothing was said. At around 9.15pm we could see that the 10th carriage people were moving and by 21:45 I managed to get onto the tracks and walk to the underground station. There were no c2c personnel were there, but police and ambulances were. Eventually I met with someone who I work with and her husband picked us up and I arrived home at 11pm.

Irene Herbert of Stanford-le-Hope

Keith McCann, from Grays, said lack of communication was the main problem and he was disgusted that c2c had not provided any alternative to passengers.

He said his wife was one of the "lucky ones" as, after a two and a half ho! ur wait, on the train she managed, along with others, to "escape" at Upton Park and he was able to pick her up from there by car.

"This was was customer service at its absolute worst. They should be ashamed at the way in which they abandoned passengers.

"I dread to think what would have happened had I been away and/or my wife didn't have enough credit on her phone to stay in touch with me thoughout the evening."

Adrian Brown of Thurrock Rail Users Group said the organisation was very concerned about what had happened.

He said: "So far our main concern is the lack of information and communication, both on the platforms and on the trains.

"We do recognise that in the early stages it is very difficult but we know that people were on trains for two or three hours without being given any information and we are very concerned about that.

"We do recognise that there are operational issues in a complex situation and it is too early to comment but we look forward to hearing from c2c about what happened and what operational lessons have ben learned.

"However, I should say we deplore the actions of those passengers who forced doors and went out onto the track. This ended in the closure of the district line whioch only added to the problems so those people shot themselves and other passengers in the foot."

On Tuesday c2c apologised for their handling of the situation, pointing out that the delay was out of their hands.

Graham Bashford, c2c communications manager, said the evening peak service was severely disrupted when plastic sheeting became entangled in the overhead lines near Barking causing a train to stop.

He said the train, which left Fenchurch Street at 5.20pm, came to a stop near Barking station at 5.34pm, blocking five trains behind it.

He said: "We're very very sorry for the incident."

"We're sorry about the lack of communication and we're always looking to improve our communication."

Mr Bashford said c2c had decided to keep passengers aboard the stranded trains in the interests of safety and Monday night's delay had been extended when passengers decided to leave a train and walk along the track, which meant power had to be shut down.

He said c2c would be looking at the way it handled the incident and would review its procedures.

Mr Bashford said it was too early to comment on whether compensation would be available.

However, Peter Slattery, chairman of Southend Rail Travellers' Association, meanwhile urged affected travellers to seek immediate compensation.

He said: "People should apply to get immediate compensation. There should be compensation because people were delayed well over an hour."

Commuter Anouska Sawyer, 26, is just one angry passenger who plans to seek compensation for her fare and the stress she suffered.

Miss Sawyer, who works as a public relations consultant in London, said it was like a hostage situation without as much information.

She said: "At least in a hostage situation you know what's going on.

"I am disgusted with the way the situation was handled. It would have been resolved a lot quicker if we had just been let off the train after the driver knew there was going to be a delay."

Miss Sawyer said she was "held against her will" for over four hours, when her trip usually takes one hour.

She said she spent all her money getting home and has had to pay her hairdresser for an appointment she missed as she did not give enough notice to cancel it.

Sarah Lockett, a spokeperson for the Laindon Passenger Action Group, said had also been on the train with her husband Andrew and poor communication had been the main problem.

Mrs Lockett said: "They don't understand customer service.

"Whilst I accept that the initial cause of the problem may have been out of c2c's control, I think it is the manner in which they deal with the problems which reflects on them so badly.

"Clearly this is not the level of service you would expect from Britain's most punctual railway."

Were you caught up in the chaos? What are your views on what happened? Please post your comments here.