THE managing director of South West Trains has apologised to Farnham commuters for an "unacceptable" service and promised improvements amid claims his company treats them like "third-class" citizens.

Addressing a meeting of the Alton Line Users Association (ALUA), Andrew Haines said he "could not deliver miracles after five decades of transport under-investment".

But Mr Haines promised new trains, more frequent services and assured long-suffering Farnham commuters services will improve.

"There have been improvements but they're from a very low base," he told about 50 members of the ALUA.

"We need to restore confidence. I think there are signs for hope, I just have to ask you to bear with us."

The SWT boss continued: "It's not been a very good year for the train service and you have been one of the worst sufferers.

"The performance has been at the bottom end of what is generally acceptable. I offer my apologies."

Mr Haines told the meeting, held at Farnham Maltings, that unreliable Juniper trains introduced just two years ago, are to be withdrawn from September.

One ALUA member told him the 16-52 Juniper from Waterloo had broken down 10 times in 12 days.

"I had a go at one of the guards," she said. "I said: 'These trains are rubbish aren't they, and he didn't know what to say.

"I need to get home on time to pick up my son and it's really stressful. It's nearly put me in the loony bin, and I'm not joking."

Referring to the practice of terminating trains at Farnham so they can be turned round and sent back up the line to Waterloo to make up time on late services, the commuter added: "We're being treated like third-class citizens."

Rufus Boyd, also from SWT, admitted Alton line users "had been getting a rough deal".

But Mr Haines said his staff were issued with "explicit" instructions towards the end of last year to only terminate trains at Farnham as a last resort.

Mr Haines said the policy change had borne fruit with fewer terminations.

Another recent bugbear has been derailments at Farnham station, with two in the last four months.

Mr Haines strongly denied a suggestion from the floor that the most recent, on May 27, was caused by a guard "who couldn't be bothered to get out of the signal box and kick the points".

"I reject that comment as demonstrably misguided as the points don't work like that," he said.

"We're in an industry surrounded by gossip. Please don't listen to gossip. The one thing I've learnt is that you've got to do a proper investigation before reaching a conclusion."

Mr Haines acknowledged that part of the problem is the 40-year-old track and sidings, but said they have been given the all-clear by safety inspectors.

Mr Haines said the first of 785 new high-tech Desiro train carriages will be phased in from January. They will replace slam-door trains by 2004.

He also promised two off-peak trains from Alton to Waterloo an hour from next summer.