Kelly Fenn

Occasional ramblings, retweets & pics 🤓 Work in content design and strategy, currently @Meta and formerly @WhichUK. Opinions my own.

[Kelly Fenn @kellymfenn]

@SW_Help Are there any trains running Vauxhall to Shepperton? All cancelled or delayed right now…

[Kelly Fenn @kellymfenn]

@SW_Help Thanks for the form. Can I claim delay repay for the 30min delay I now have?

[Kelly Fenn @kellymfenn]

@SW_Help Was stood at platform 8 waiting for 14.46 Vauxhall to Shepperton, station announcement that passengers should switch platforms to 3…dash over there…train arrives at platform 8…dash back… train has already left. What’s going on?

[Kelly Fenn @kellymfenn]

@SW_Help I’ll try that - thanks for your help.

[Kelly Fenn @kellymfenn]

@SW_Help for the record - when I come to make (another) delay repay claim - the 19.16 to Shepperton did not depart late but failed to stop at Vauxhall completely. That was after we were advised to make a mad dash to a different (and unopened) platform. No explanation...

[Kelly Fenn @kellymfenn]

@SW_Help Also, your staff at Vauxhall specifically said the train did not stop at the station, so some mixed messaging there.

[Kelly Fenn @kellymfenn]

@SW_Help next train (or route back) to Shepperton from Vauxhall?

[Kelly Fenn @kellymfenn]

@SW_Help Thanks for the link. But on your point, to re-regulate the service more fairly, the train returning to Waterloo could run fast through stations if needed where there’s other available trains. The problem is when this impacts a part of the line with no other travel options.

[Kelly Fenn @kellymfenn]

@SW_Help Joke (aka no) service to Shepperton again. Why has a delayed train full of people just been chucked off at Fulwell, delayed service from Waterloo suddenly terminating with no notice and another half hour wait?

[Kelly Fenn @kellymfenn]

@SW_Help But the train services need to be recovered in a way that doesn’t merely resort to terminating and cancelling services to the (already under-served) other end of the line where there are no other transport options available. This happens with the Shepperton branch every time.

[Kelly Fenn @kellymfenn]

@SW_Help But why do I have to tweet you to find this out? Come on, providing clear information is basic customer service and goes a long way. As does an apology. What about the people not on Twitter?

[Kelly Fenn @kellymfenn]

@SW_Help First time back on a train since March & presented with a) no direct trains between Shepperton & London all weekend, b) severely early last trains from London & c) now a delayed train connection from Teddington, with - of course! - zero information. Why? Not good enough.

[Kelly Fenn @kellymfenn]

Winners! 🏆🥇Brilliant to see @WhichUK Later Life Care recognised at the @TheBMA Patient Information Awards - up against a great shortlist of resources in the Community Care category #bmapiawards

[Kelly Fenn @kellymfenn]

@SW_Help @domvauxbiscombe Thanks for the response but it’s just not good enough - the Shepperton end of the line is always deprioritised whatever the problem is & however many miles away it occurred. With, of course, staff nowhere to be seen...

[Kelly Fenn @kellymfenn]

@SW_Help @domvauxbiscombe The tree fell between Ascot and Virginia Water, not between Fulwell and Shepperton. @SW_Help Please can you explain why this service will be terminated early given it is currently moving?

[Kelly Fenn @kellymfenn]

@SW_Help Thanks for the reply & glad to hear there will be some form of provision. What time will the replacement bus service be running eg on the hour / half hour, or different timing? Is there a timetable? Couldn’t locate on your website. Also, where is the service actually running to?

[Kelly Fenn @kellymfenn]

@SW_Help Could someone please answer my above query re refunding /compensating the time I’m unable to use my season ticket this week please? On the Shepperton line, the timetable hasn’t just been ‘amended’ in light of industrial action, it’s been removed entirely... 🤷‍♀️

[Kelly Fenn @kellymfenn]

@SW_Help How can you justify absolutely no services or replacement travel from Shepperton for almost an entire work week? Even one service per hour would help. How can I claim a refund for my season ticket given I literally can’t make use of it?