ALTON Line Users’ Association has responded to the Department for Transport’s invitation to comment on the proposed new franchise for the south-western rail area, currently served by South West Trains and including the Alton to London Waterloo line.

The new franchise is proposed to run for approximately 10 years from 2017 and demand is expected to grow by about 40 per cent by the end of the franchise.

In its submission to the Department for Transport, Alton Line Users’ Association agrees with its projections for the franchise area as these appear to be in line with housing growth in towns such as Alton, Bordon and Aldershot.

Alton Line Users’ Association has stressed that this requires real investment in new infrastructure, including double tracking of the line between Alton and Farnham, which would allow a new direct service to Guildford to be introduced and to meet the needs of freight users on the Holybourne oil terminal, as well as generally improving reliability and reducing delays.

It also believes that passenger comfort must be maintained and improved, with better access for disabled passengers and the provision of toilets on all longer distance trains. And it wants to see a later last train from London on weekdays and improvements throughout the day on Sundays.

In its submission, the line users’ association points out that while Alton suffered a deceleration of its services about 10 years ago when the current trains were introduced, it would like to see speed raised to its previous level, with connections for onward journeys and all trains stopping at Clapham Junction now that this is served by London Overground and many other useful services.

In addition, there should be a real effort, according to Alton Line Users’ Association, to connect with bus services at key stations such as Alton and Farnham.

It notes that the rail-air coach service between Woking and Heathrow has deteriorated since privatisation and requests that this important link be restored and hopefully replaced by a rail link in the future.

The submission continues: “All too often commuters find their journeys seriously disrupted. Although this is often the result of unavoidable factors outside the control of the industry, the train company should handle them better. Better contingency planning and communication is needed, including accurate station platform information screens.

“All rail replacement buses should be disabled-access compliant and allowance must be made for over-running engineering, with replacement transport available. Staff should be kept informed and advise passengers accordingly.

“At stations, better staffing is needed, especially at off-peak hours. Ticket offices should be fully manned. Staff need to be more aware of those passengers with special needs.

“Expansion of car parking is urgently required, including the installation of double deck parking.”

The line users’ association points out that at Alton, longer canopies are needed, especially as the new footbridge is some distance from the station buildings.

Furthermore, while it may be difficult, “lengthening of the platforms to 12 cars would be helpful,” says the line users’ report, which adds:?“Ticketing remains a mess, and so we need a much simpler set of fares and full integration between the smart card readers that have been installed (but not used) and the London oyster card. The guards on the trains should be more proactive in helping passengers and particularly in seeking out passengers with disability issues who require assistance.”

In conclusion, Alton Line Users’ Association raises the need for “faster and better response to customer complaints” and to the handling of compensation claims.