Today I am submitting my third formal complaint regarding South Western Railway and the conduct of its staff. The fact that I feel compelled to complain yet again speaks volumes about the declining standards of customer service on your services.
On the 17:55 South Western Railway service from Fratton to London Waterloo, I experienced unacceptable and hostile behaviour from a ticket inspector named Kallum.
When I boarded the train, it was not busy. I initially sat at a six-seater by the window and placed my handbag and a gift bag on two of the seats. I then temporarily moved two aisle rows away to a two-seater with a table so that I could finish applying press-on nails and tidy my makeup. I was within clear sight and close proximity of my belongings at all times. I had every intention of returning to my original seat within approximately five minutes.
Kallum approached me in what I can only describe as an unnecessarily hostile and confrontational manner. After checking my valid ticket, he questioned whether the items on the six-seater were mine. I calmly confirmed that they were and explained that I would be returning to that seat momentarily. Despite this, he instructed me to move my belongings immediately or he would remove them and place them in lost property.
This threat was entirely disproportionate. My items were clearly not lost. They consisted of a visible gift bag with clothing and a handbag. There was nothing unattended in a suspicious manner, and I was seated only two aisle rows away. I explained I would be finished within minutes. Nevertheless, he proceeded to remove my belongings and place them in the overhead storage without my consent, claiming they were occupying “eight seats across the train,” which was factually incorrect.
Approximately two minutes later, I returned to my original seat and retrieved my belongings. I then approached Kallum to request his name, as I intended to make a complaint regarding his conduct. Instead of responding professionally, he immediately became defensive and questioned why I “needed” his name, implying that I had no right to complain. He further stated that this was “his train” and that I was “lucky” he had not moved my belongings to lost property. Most concerningly, he stated that next time he would throw my belongings onto the platform.
This statement was made audibly in front of other passengers and was both inappropriate and deeply unprofessional. A paying customer should never be threatened, belittled, or publicly embarrassed for a minor seating issue — particularly when the train was not full and when I was in close proximity to my belongings.
At no stage was I aggressive, disruptive, or refusing to comply. I simply questioned the proportionality of his actions. Instead of de-escalating the situation, Kallum escalated it, adopted a possessive and authoritative tone (“his train”), and attempted to intimidate me for asserting my right to complain.
I would like to understand:
Is it South Western Railway policy to threaten customers with disposal of their belongings?
Is it company policy for staff to challenge a passenger’s right to make a complaint?
Is it considered acceptable for staff to create a public spectacle over a minor seating matter?
This incident reflects extremely poorly on South Western Railway. I regularly use other operators, including West Midlands Railway and Avanti, and have not encountered this level of hostility or dismissiveness from their staff. The contrast in customer treatment is stark.
I expect:
A full investigation of this incident (CCTV should be reviewed).
Clarification of staff policy regarding passenger belongings and lost property.
Confirmation of what action will be taken to address this conduct.
I am a fare-paying passenger and expect to be treated with basic dignity and respect. This level of hostility from staff is unacceptable and continues to damage confidence in your service.
I look forward to your formal response.
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