By WAYNE THOMPSON
Tranz Metro passengers were kept on a packed train for nearly 90 minutes after a crash with a car at a level crossing on Auckland's southern line.
Some of the 99 passengers, mostly students, had to stand until train staff finally escorted them 100 metres down the track to Southdown station to await a replacement train.
The mother of a 13-year-old passenger criticised the way Tranz Metro staff dealt with her shocked, bewildered and shy youngster, and the long delay in arranging an alternative ride home.
The criticism comes as the Auditor-General completes an investigation into the performance of Auckland's rail service.
The inquiry was sought by rail commuter and former Papakura Mayor David Hawkins, who said Thursday's incident confirmed his claim that the service had no contingency plan for mishaps.
Mr Hawkins was delayed 2 1/2 half hours this month when his train on the southern line caught fire.
Yesterday, the Manurewa mother, who asked not to be named, said her son had a cellphone but he could not tell family where the train was.
He heard no location announced and train staff were off the train assessing damage.
The mother said the company lacked a crisis plan.
She felt a team of staff should be sent by road to reassure shocked and worried passengers, help contact family and provide warmth for those not dressed for the night air.
Tranz Rail spokeswoman Sue Foley said at least two staff joined the train's three guards within 30 minutes of the accident.
She said staff stuck to the emergency plan of first checking if anyone was injured.
The driver had left the train to check whether the vehicle's occupants were injured.
Staff had been approached by passengers, some of whom ordered taxis to wait for them at Southdown, she said.
Staff believed the train would be able to carry on until damage checks later showed this was impossible.
The delay of "about an hour" in getting a replacement train or bus was due to its being peak time for commuter rail and no replacement was available.
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