Thank you for your emails. I am sorry for the delays, especially the particularly lengthy delays you encountered on 16 & 22 September. I really do empathise about not getting home in time to see your kids.
The causes behind both delays were very frustrating - we had to investigate an issue reported by a member of the public and this held us up at Maidenhead. On 19 September, your train was delayed when a Network Rail Tamper train (an engineering service) blocked the line. Last night a set of points failed in the Southall area. This caused the service which was to become the 19:22 to be delayed getting into Paddington and subsequently caused further delays as it passed through the affected area.
I am disappointed that after the progress we've made these last few weeks, we're losing your confidence again. I hope we can get this back.