Reading to London commuters criticise Great Western Railway over continued 'poor' service

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The new timetable started on Sunday (December 15), with customers being told that the changes would cut journey times on key routes and increase seat capacity.

Fares on the service are set to increase next month.

Frequent passenger Jason Collie said: "Four of the first five days [of the new service] were hit by delays, including the 6.15am train, which was cancelled three days in a row. And the new fare hikes come into effect on January 2."

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Another woman, who did not want to be named, said her and her husband have faced several delays this week, as well as a 'terrible' service in the past.

She explained that last month she was told by GWR that no refund would be available after facing a two hour delay back from London.

When she asked the company if she was able to receive any kind of compensation, she was allegedly told no.

She said the company operated a 'terrible practice.'

"It is so exhausting having to use their services," she added.

A spokesman from GWR said: "While the new timetable is clearly good news for customers, it doesn't insulate us from the day-to-day isolated issues that any train operator has to manage.

"There has been an axle counter failure, part of Network Rail’s signalling systems (between Burnham and Slough West) which has affected services through the area for the majority of the week, as well as flooding in the South West, affecting services through Devon yesterday afternoon and earlier this morning.

"We have run more than 1,600 services a day, and our on-time performance stands at just under 90 per cent."

He added that a delay repay scheme is offered where customers delayed by 15 minutes or more, but that this should be claimed within 28 days.