A rail operator has been forced to apologise to customers for its "poor service", after passengers complained of "endless delays" and "huge system failures".

The apology from Govia Thameslink Railway (GTR) comes after a number of passengers have complained that the company, which recently took over from previous franchisee First Capital Connect, has so far failed to provide a promised improved service.

More than 2,600 FCC employees were transferred across to work for Govia, which was meant to ensure a smooth transition and continuity. 

Siobhan Osgood travels on the train every day to and from work from St Albans to London Blackfriars. 

The 27-year-old, who lives in Manor Road, said: "This is a complaint about the atrocious methods used for communicating with commuters, and lack of clear, up to date and accurate information.

"There have been endless delays and huge system failures, the biggest of which was on Wednesday October 1 with all trains being completely cancelled both ways on the Thameslink line."

Instead of getting her usual train, Ms Osgood had to make her way on the London Underground for an extra half an hour, wait at St. Pancras for a train which was then "overcrowded and uncomfortable" and did not get home to St Albans until after 9pm - having left her office in St James’s Park at 6:30pm.

She added: "There was a pregnant woman on the train who was being crushed, became distressed and whom police had to assist off the train before the train had even left St Pancras. A man just about managed to leave the train to vomit on the platform, and all bodies were being completely crushed inside all carriages. Tensions rose and passengers began to get verbally abusive, swearing at one another, and at other stations - which had absolutely no staff or police presence - such as Kentish Town and West Hampstead Thameslink, people began to push and get physically aggressive.

"I was distressed and nervous and in physical pain as my ribs were being crushed against the handrail. I have epilepsy and was acutely aware of becoming closer to having a seizure."

During the transition, more than than £4 million was spent on improving stations. Harpenden station now has a lift and Harpenden, St Albans and Radlett all have new shelters and waiting rooms. Ms Osgood said the station at St Albans is still in "dire need of updating, redesigning and enlarging".

Katherine Cox said on behalf of GTR: "Our biggest priority in the early months of the franchise is to lay the foundations for improved reliability and punctuality so it has been particularly disappointing and frustrating for our passengers to have had so many problems in our first weeks. 

"One of our own trains caused the overhead power problems at City Thameslink two weeks ago but most recently we have experienced many signalling problems, including this Sunday at Gatwick and on the north section of the route which Network Rail is responsible for as well as a high number of people being hit by trains. 

"We apologise to all our passengers and stakeholders for the poor levels of service."