East Midlands Railway (EMR) has issued an apology following reports of a defective air-conditioning system that resulted in water dripping onto passengers aboard one of its new Aurora trains. The incident, which occurred during a heatwave, left some commuters soaked and frustrated, with one passenger likening the experience to it 'raining in the carriage'.
Carolyn Burke, a regular commuter between London and Derby, described the chaotic scene on a delayed 21:32 service from London St Pancras. She recounted lending her umbrella to Amanda Lockett, who was standing in the aisle and getting wet from the leaks. Burke, who had paid over £127 for a return ticket, expressed her dismay, calling the malfunction a 'new low' for her commute on a relatively new train.
Another passenger reported a similar issue on a separate EMR service departing from London, where water dripped onto her and her partner. EMR has acknowledged the 'unacceptable' fault, confirming that the water inside the affected carriage was indeed caused by a malfunctioning air-conditioning unit on one of its new Aurora trains. The company has pressed its maintenance contractor, Hitachi Rail, to urgently investigate the problem.
EMR stated that Hitachi Rail had implemented what they believed to be a solution across the fleet of ten Aurora trains currently in service. While this has reportedly resolved the issue on most units, one train has continued to experience the fault and is now undergoing further investigation to implement a permanent fix. Passengers affected by the air-conditioning fault are advised to contact EMR's customer service centre to discuss compensation or a refund.
The incident highlights ongoing concerns among passengers regarding the reliability and comfort of train services, particularly given the 'sky high' ticket prices. Commuters on the affected service had already faced significant stress due to previous cancellations and delays, leading to overcrowded conditions before the additional discomfort of the leaky carriage.