The train was busier than we expected
Eh? No, it's not Glastonbury, but it has been running at Eastnor for seven years now and is licensed for 30,000-plus people. Yet they didn't expect the train to be busy...
Maybe they should consult the festival website, which urges people to use public transport (anyone familiar with the roads around Eastnor will know why) and has a pdf of train times from and back to Birmingham and London (and those are only the through trains, never mind the connections available at Worcester and through services from Bristol).
Are they expecting lots of passengers on the last couple of trains from Malvern to London and Oxford on Sunday evening and trains to London on Monday morning? Presumably not. The 8.58 and 9.54 will be horrendous.
And you do have to wonder why on earth
BTP▸ didn't have people available in the Worcester/Malvern area anyway, given that this event was/is on.