Incident Review – 21 September 2021
We are very sorry for the delay to your journeys on Tuesday afternoon and evening. This was caused by a dewirement near Barking station.
This article is intended to provide you with more information about what happened, and how we managed the situation. If you were delayed you may be eligible for compensation. Please see below for more details about how to claim for the money you are owed.
Shortly after 14.40, the driver of a train pulling into Platform 7 at Barking station reported the train had lost power. Further investigation revealed that the pantograph of the train, which takes power from the overhead power lines, had been damaged and broken off from the train. Over 70 metres of the overhead power lines were also damaged and hanging loose. The structures that support these wires were also damaged.
The cause of the incident is still being investigated by our engineering team and our colleagues at Network Rail.
What was the impact, and what did we do about it?
The overhead power lines for this section of the track were turned off altogether while we assessed the damage. During this time, no trains could run on the Rainham line between Barking and Grays. Customers for Dagenham Dock, Rainham and Purfleet were instead diverted onto trains running to Grays via Ockendon, from where they could travel back to their destination on a London-bound train. We also arranged for c2c tickets to be accepted on local bus routes.
Soon after 17.15, we were able to resume running direct trains to Grays via Rainham by diverting them through Platform 8 at Barking. This involved trains taking turns to run safely in opposite directions on the same section of track, in the same way that cars take turns to share a single lane during roadworks. While we could now provide direct trains to all destinations, some services were still cancelled because of reduced track capacity.
Overnight the damaged train was towed to East Ham depot by a diesel train. Network Rail’s engineers also made interim repairs to the overhead power lines. Full repairs to the infrastructure will be undertaken in the coming days.
Overall 30 trains were delayed, diverted or cancelled as a result of this incident.
Compensation for delays
If you were delayed you will be eligible for compensation for your journey. Find out more about the compensation we offer, and how to claim, here.
- c2c smartcard users: You will receive automatic compensation provided you tapped your Smartcard at both the start and end of your journey. If you were not able to do so, you will have to make a manual claim for your delay. This is because our system will not have full information about your journey, so cannot calculate your automatic compensation. We recommend you check your online account to ensure our automatic payments do reflect your actual delay. If you feel they do not, you can use your online account to correct the automatic system or alternatively submit a manual claim.
- Paper ticket holders, Oyster and contactless card users: Please fill out your details on this online delay repay form to claim your compensation.