West Midlands Railway have released a statement following this week’s disruption caused by several incidents across stations.
Francis Thomas, head of corporate affairs at West Midlands Trains, said:
“We wholeheartedly apologise to our passengers who have been caught up in disruption this week and whose journeys have not been as good as they should have been.
“The timetable we were required to introduce in May 2019 did bring many benefits and has allowed us to carry 150,000 more passengers across our network.
“Unfortunately the timetable also brought in a layer of complexity. This has meant that when something goes wrong on the network, the knock-on effects are more significant and the disruption caused is greater than it would previously have been. This is what has been happening this week.
“We fully acknowledge this timetable is not working as it should be. We are taking steps to fix it as quickly as we can by reducing this level of complexity at the next timetable change in December.
“Some of this week’s problems have been caused by shortage of available train crew and we are doing all we can to mitigate this. We have been deploying driver managers and managers with conductor competency to cover gaps wherever possible and we are continuing to work on solutions.
“We are working extremely hard to improve our current performance but while this process continues we offer our sincere apologies to passengers who have experienced issues with their journeys.”
Any passenger whose journey has been delayed by more than 15 minutes is urged to claim compensation via our Delay Repay scheme at wmr.uk/delayrepay (West Midlands Railway) or lnr.uk/delayrepay (London Northwestern Railway)