This is there bulls**te excuses response.
I was not impressed.
Dear Mr B
Thank you for your e-mail, concerning the recent ‘spate’ of poor
performance on our services.
We aim to offer the highest levels of service at all times, so it is always
a disappointment to us when our train service falls below the standard we –
and our passengers – expect.
Traditionally, our performance tends to slip a little in autumn, so it is
particularly annoying to have had a poor spell of performance in early
The delays were caused by a number of unrelated factors such as a fatality,
problems with the overhead wires and signalling faults. Because the
majority of these causes of delay were infrastructure related, there is
little direct action we can take. However, our Managing Director – who
shares the frustration of our passengers – regularly meets with his
opposite number at Network Rail to seek both an improvement in the
robustness of their equipment and a quicker response when failures do
Despite our recent poor performance we remain optimistic and are confident
that our performance will return to the high standards of punctuality
achieved in the spring. With regard to compensation, you may submit a claim
for any individual your journey was delayed by one hour or more.
In the meantime, I thank you for bearing with us and apologise for the
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