Southern Rail — House of Commons, 2017-01-20
Topic: Transportation
Maria Colette Caulfield (Conservative, Centre-right): The Secretary of State is on record as saying that once the dispute is resolved, the performance of Southern rail will have to be tackled. I can only speak for myself when I say that I would look at all the options. It is not acceptable to my constituents and others across the country that only 66% of train services run on time. I know of people who are losing, or who have lost, their jobs and who are moving home because of that poor performance. People miss flights from Gatwick airport, which is on the rail line; I even know of a young couple who missed their honeymoon because of Southern rail. Getting to and from work is also an issue. I have been contacted by many parents who have had to arrange extra childcare because they have been unable to get home in time to collect their children from school I agree with the hon. Lady. I want the Minister to outline the timescale within which we expect performance to improve. We cannot go on for months with poor performance. Before the dispute, Southern was fined £2 million for its poor performance, but given how much it earns from the contract, that is a drop in the ocean. It would be helpful if the Minister could outline the timescale within which he will measure Southern rail’s performance and the sanctions that will be imposed on it if it does not improve the service This is not just about the number of trains that are cancelled or delayed. A huge number of constituents contact me when trains fail to stop at stations. If people in rural constituencies such as mine miss their stop because the train keeps going, the next stop is often 10 miles away, which can mean a taxi ride home. They might even be dropped off at an unmanned station without any lighting or a taxi service. The situation is heart-breaking. There are more issues than the sheer number of cancellations and delays. My Lewes constituents often find that their train will terminate at Haywards Heath for no reason. It usually divides, but if there is no driver or guard it just terminates and they are left to their own devices to try to get home. Short trains are also causing severe overcrowding. There should be no reason for suddenly cutting a 12-carriage train to eight carriages. There are also huge concerns about the timetable for 2018. Residents are deeply concerned about the proposals to cut the only direct services from the town of Seaford to London Although I welcome the Secretary of State’s announcement of a refund equivalent to the cost of a month’s travel for season ticket holders, it is not working. Not one of my constituents has heard from Southern rail, and I would be surprised if anyone else has, either. They were supposed to be contacted in January and told how they would get the rebate, but not one of them has heard anything. That goes hand in hand with the everyday experience of the delay repay scheme. The Government have tried to reduce the length of the delay for which people can claim from 30 minutes to 15 minutes, but time and again I hear from constituents who say that the system is not working. Passengers have to apply online or by post, and they often find that their forms are lost or their claims are challenged by Southern rail. Most of us do not bother using Delay Repay, so the train operator is getting off scot-free. Our constituents do not receive compensation for the taxis that they have to take when their train does not turn up or when it terminates early, or for the extra childcare that they have to pay out for. Simply compensating people for the rail fare that they have paid is not enough Part of the issue is the key card system. Unlike in the TfL system in the zones around London, passengers have no opportunity to use a contactless card; they have to use a Southern rail key card. It must be pre-loaded before a journey, which means that passengers cannot spontaneously get on a train without pre-loading their card first. If they have not left enough time and the IT system is not coping, the ticket will not have loaded on to the key card in time, and they will not be able to get through the barrier. It is a cumbersome, clunky ticketless system, and it is part of the reason why people cannot claim their refunds We were promised flexible season tickets for people who travel, as I do, two or three times a week. With more people working at home, the traditional season ticket is rapidly becoming outdated. Southern is still consulting on the flexible season ticket that we were promised and has not delivered on it. I would be interested to hear an update on that from the Minister Another key issue that I want to outline is the experience of disabled passengers. Particularly in the towns of Seaford and Newhaven, an appalling bus replacement service has been provided, using buses that are not wheelchair accessible. Many disabled passengers have been turned away over the last few months, because they have been unable to get on to those buses. Taxis have been ordered, but disabled passengers have experienced long waits. That is unacceptable, in my belief. Even when the rail service is working, disabled passengers have to pre-book and hope that their booking will result in station staff being there to help them. Many disabled passengers have contacted me to say that the assistance that they have booked has not been available at the station and they have been unable to get on to their train A final point on the experience of disabled passengers concerns toilets. There are no "Changing Places" toilets in my constituency. Haywards Heath, which is a big junction for my constituents, has had a huge upgrade. It has a new car park and a fantastic system that allows wheelchair users to take a lift directly to the platform, but there are no suitable toilet facilities. That led to one of my young constituents, who goes to Chailey Heritage School, having to be changed on the platform because there was nowhere among the new all-singing, all-dancing facilities for her to be changed. In this day and age, that is completely unacceptable I welcome this week’s announcement, and it is a huge relief to us all that the dispute seems to be coming to an end. For us, it is the first step in getting an improved rail service. The experience over the last 18 months has been absolutely dreadful. We dread returning to a normal Southern timetable. We want a good Southern timetable with trains that turn up on time; that are not cancelled or delayed; that do not terminate early; and that are accessible for all passengers. If that does not happen, we want the reassurance that Southern will be taken to task and dealt with by means of financial penalties or, if it comes to it, a change in the franchise.