Here is the response from FGW to my complaint about the above-described journey and one on a previous Saturday where we were forced to quickly get on a very delayed train as two of the subsequent ones were cancelled.  It is a sympathetic reply but did not answers three direct questions I had posed:

1) What is the cause for persistent train crew shortages?
2) What exactly happened on these journeys to cause the cancellations and delays?
3) How is it to be addressed?

Response via email 16 November 2007.
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Thank you for your email of 13 November 2007. I was sorry to learn of the delays you have encountered when travelling between Salisbury and Southampton Central. I understand the frustration and inconvenience that this must have caused.

We are determined to provide a safe and reliable service and are making progress in dealing with delays but we recognise that there are areas where we need to do better.

On 3 November, the 1447 service was cancelled due to mechanical problems. As part of our service recovery plan, we are introducing additional mobile engineers. This will mean that mechanical problems will be rectified more quickly and fewer services will need to be cancelled. We are also replacing our HST engines as part of our refresh programme. These are more reliable, as well as being more environmentally friendly. In addition their improved acceleration will mean we are more quickly able to return to full speed should we be delayed by speed restrictions.
[Note: no reason given for the 1430 that was also cancelled and the woefully delayed 1408 that we were herded onto]

As you were unable to buy your chosen tickets or obtain a railcard discount, I am happy to offer you Rail Travel Vouchers as a gesture of goodwill to cover the difference in ticket cost. So that we award this, please forward your original journey tickets to the address above quoting the reference number provided.

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I understand that you were told the 1810 [13 Nov]service was cancelled due to staff shortages; our records show it was cancelled due to another late running service. We are aware that services are sometimes delayed or cancelled due to staff shortages. We do have "spare" staff and wherever possible they will replace the rostered crew. As part of our updated service recovery plan, we are increasing the number of stand by Train Managers and Drivers in the London Thames Valley area. This will reduce the need to cancel a service, as more back up staff will be available.

Despite these measures, there will be some occasions when we are unable to provide replacement staff at short notice.

[In fact as we all know there are more than 'some' occasions this has happened recently]

Our Passengers' Charter explains that the compensation you have requested is only available when you are delayed by more than 59 minutes and I regret that it is not due on this occasion. We view the failure to provide any aspect of our advertised service with concern and I have logged your comments, which will be reported to the appropriate managers.

I can assure you that we welcome all customer feedback and thank you once again for bringing this matter to our attention.
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