At Deer Park, the train was stationary for 30 minutes before an announcement was made that due to a problem on the track ahead, the service would be delayed several more minutes.

Half an hour later, without any further information, passengers started exiting the train and all soon followed. Three buses arrived. Those who pushed and shoved hardest got on board.

At least 100 more passengers were left in 30-plus degree heat, with not one member of staff or anyone there to let people know what they should now do.

After another hour, a passenger rang V/Line to be told no more buses would be coming and that they should take the next train passing through.

We arrived in Melbourne two hours late.

I have never experienced such a disgraceful disregard for customers.

Gabrielle Degenhardt

Haddon