16.01.13
Driver shortage ‘let passengers down’ – London Midland
London Midland head admitted that operator ‘let down’ passengers over the last four months. Almost 1,000 trains were cancelled or delayed between October and the end of December, due to driver shortages.
Managing director Patrick Verwer said that the problems were now under control, with London Midland training more staff and restructuring rotas to make them more efficient.
Rail minister Norman Baker has instructed the company to offer £7m compensation package to passengers affected by the disruption.
Verwer said: “We knew we had a massive problem coming up... due to a higher turnover than anticipated. Training up a driver and getting them into effective operation will take at least a year, so there was this big challenge.
“People are obviously looking for a continued, punctual, good, reliable service and I'm fully aware, and everyone else is at London Midland, that we've let our passengers down over the last four months.
“It was not what we were supposed to deliver and therefore people are entitled to be frustrated. We need to work hard, very hard, to win them back.”
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