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Rail passengers trapped overnight Rail passengers trapped overnight
(40 minutes later)
Passengers are to be compensated after a train broke down twice and took seven hours to complete a two-hour journey from London to Norwich.Passengers are to be compensated after a train broke down twice and took seven hours to complete a two-hour journey from London to Norwich.
The train left Liverpool Street at 2330 BST on Tuesday, but broke down at Ingatestone and Colchester in Essex.The train left Liverpool Street at 2330 BST on Tuesday, but broke down at Ingatestone and Colchester in Essex.
Delays in dealing with both problems meant the train was stuck for several hours. It reached Norwich at 0630 BST on Wednesday.Delays in dealing with both problems meant the train was stuck for several hours. It reached Norwich at 0630 BST on Wednesday.
National Express apologised and said it would carry out an investigation.National Express apologised and said it would carry out an investigation.
Many on board were football fans returning from Norwich City's defeat at Brentford.Many on board were football fans returning from Norwich City's defeat at Brentford.
Second faultSecond fault
The train encountered problems at Ingatestone and was stuck there until 0250 BST because of delays in co-ordinating a rescue locomotive to give it a tow. The train encountered problems at Ingatestone and was stuck there until 0250 BST because of delays in co-ordinating a rescue locomotive to tow it.
It continued to Colchester but another fault meant it stopped just beyond the station at 0330 BST.It continued to Colchester but another fault meant it stopped just beyond the station at 0330 BST.
I recognise that this must have been a very frustrating and difficult journey for everyone Andrew Chivers National Express managing director
The train slowly made its way back to Colchester and did not depart until 0510 BST.The train slowly made its way back to Colchester and did not depart until 0510 BST.
National Express managing director Andrew Chivers offered his "sincere apologies" to passengers. I recognise that this must have been a very frustrating and difficult journey for everyone Andrew Chivers National Express managing director
Roger Dickinson, who got off the train at Stowmarket in the early hours, said there was "a certain amount of frustration".
"There is frustration, and that can turn to a bit of anger... it shouldn't take that long," he added.
It is understood that some passengers, about 170 of whom were heading for Norwich, could not get hold of food and drink for several hours after the closure of the train's cafe.
A National Express spokesman said staff had distributed free refreshments to passengers, but supplies ran out.
It did not lay on replacement buses because it believed the train would continue with its journey from Ingatestone without problems, he added.
'Extreme inconvenience'
"If we had known there were going to be problems further down the line then we may have looked at bringing in buses, but organising buses can also cause lengthy delays," he said.
Independent watchdog Passenger Focus said those on board should get a full refund and a "substantial gesture" in recognition of their "extreme inconvenience".
"Passengers will want an explanation from National Express about what it is doing to prevent something like this from happening again," said the group's manager Guy Dangerfield.
Managing director Andrew Chivers offered his "sincere apologies" to passengers.
He said: "We are carrying out a full investigation into the causes of the disruption and reviewing our response to this incident.He said: "We are carrying out a full investigation into the causes of the disruption and reviewing our response to this incident.
"I recognise that this must have been a very frustrating and difficult journey for everyone."I recognise that this must have been a very frustrating and difficult journey for everyone.
"In addition to the compensation that customers can claim for such a delay under our Passengers' Charter, we will also be offering further recompense to our customers in view of the extensive delay and inconvenience caused.""In addition to the compensation that customers can claim for such a delay under our Passengers' Charter, we will also be offering further recompense to our customers in view of the extensive delay and inconvenience caused."