Keetch asks Arriva Trains to sort out connection chaos

12.00.00pm BST (GMT +0100) Fri 1st Sep 2006

In a meeting today with Paul Keetch MP, Beverley Jones, Arriva Trains Wales Group Station Manager for South Wales, promised an explanation for confusion surrounding passenger connections at Newport on to delayed Hereford trains and apologised for unhelpful staff.

Paul Keetch said that he had personally been caught up in this difficult situation twice in the past month and was now seeking an explanation from Arriva Trains. In discussion Mr. Keetch said:

"The confusion takes place at the Newport station transfer on the London to Hereford rail link. In many cases Great Western services, running on time from London, arrive in Newport before delayed Arriva Trains services leave for Hereford. However passengers have been frustrated to be told that they are not able to board the service, as it leaves just as they arrive on the platform opposite. This is apparently due to the fact that the connection passengers are scheduled to catch the subsequent train, which arrives even later as a result of the delay!

"It seems strange that due to track sharing, the Hereford train is held at the platform long enough for passengers of the Great Western service from London to see it, as if to tempt people to the train, only to see it pull out in front of their eyes! The response of the staff has been to inform people simply that this is not their connection. I witnessed some staff acting unnecessarily angrily and rudely to enquiries."

In answer to Mr. Keetch, Beverley Jones stated that any delays were regrettable and costly; she said she would look into the operations procedures at Newport station and ask for an explanation from the Control Board, who decide on train running times. She also made it clear that any discourteous behaviour would be investigated and staff would be reprimanded.