JUST like every community and business across the country, South Western Railway has been dramatically impacted by coronavirus.

In line with other train operating companies, our passenger numbers have plummeted to a tiny fraction of what they were just a few weeks ago.

Despite this, SWR has a vital role to play in combatting this terrible disease. Key workers are relying more than ever on our services, and our staff are going to great lengths to ensure that they can travel to and from work safely.

The recent drop in passenger numbers has meant that we have had to reduce services and run a revised timetable. However, we have added extra early morning and later evening trains to make it easier for key workers to get to where they need to be throughout the day.

We have taken robust but necessary steps to make sure those key workers who need to use our services can do so safely. To keep contact between staff and customers to a minimum, we have put new measures in place, such as changing ticket office open hours, enforcing social distancing and introducing cashless transactions.

We have also enhanced our cleaning processes. Our cleaning teams are paying particular attention to commonly touched surfaces such as ticket machines, grab handles and door buttons. In addition, we’re checking and replenishing hand soap dispensers more regularly.

Huge numbers of customers have requested refunds in recent weeks, and I am acutely aware that the dramatic change in circumstances means that many families will need this money back as soon as possible.

Like many businesses, Covid-19 means we are having to restrict our operations while dealing with this massive surge in demand for refunds.

Although we are moving as quickly as we can, the refunds process is inevitably taking longer than usual, and we ask customers to bear with us during these unprecedented times.

I am not only immensely proud of the role that SWR staff are playing throughout this crisis, but also grateful to our customers.

By staying at home instead of using our services, you are helping to protect the NHS and save lives. Once we have turned the tide on coronavirus, we look forward to welcoming passengers back on board.

MARK HOPWOOD.

Managing director, South Western Railway

Stamford Street, London SE1