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DateApprox TimeDeparture StationArrival StationStation Where Failure HappenedTOCService / Train TimeAssistance MethodType of FailureSeverityEmergency Button Used?Emergency Button OutcomeStaff Present?Staff ResponseNarrativePassenger Intervention?What Passengers DidEmotional ImpactHealth / Physical ImpactProfessional ImpactOngoing ImpactVideo Evidence Available?Evidence File / LinkIsolated or Recurring Incident?What Should Have HappenedWitnesses / NamesComplaint Submitted?Complaint ReferenceDate Complaint SubmittedResponse / OutcomeStatus
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e.g. 01/01/2026e.g. 9:03:00 AMe.g. Winchestere.g. London Waterlooe.g. London Waterlooe.g. Southwestern Railwaye.g. 8:00 to London WaterlooBooked Passenger AssistNo ramp / staff on arrival (wait time greater than 5 minutes)1 - InconvenientNoNot usedYesHelpfulE.g. When arriving at London Waterloo, despite Winchester calling ahead, no one was there to meet me with a ramp. I got the attention of a passer-by who found station staff to put a ramp down. Took 7 minutes total from train arriving to the ramp being put down.YesE.g. Passenger went to find helpE.g. anxiety, stress, humiliation, fearE.g. extra waiting times excacerbating pain, stress excacerbating pain, any physical injuries or illness directly/indirectly resulting from failureE.g. was late for work, was flustered at a business meeting because of the stressful experience right before, impact on perception of your conduct/effectiveness as an employeeE.g. has it impacted you beyond the incident itself? For example, avoiding travel, becoming more anxious when travellingYesIsolated E.g. what should have happened to prevent the issue and/or what should have happened during the incident to reduce impactJohn SmithYes#30149701/01/2026Investigation ongoingAwaiting response
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