The first email acknowledged my initial enquiry:
"Dear Andrea,
Thank you for your email. Your reference number is [159470-1389887111]
We appreciate you taking the time to contact us. Thank you for your email. Unfortunately it is taking us longer than usual to respond following a much higher volume of contacts than usual. We anticipate responding to your email within 10-14 days based on our current volumes and we are working hard to reduce our backlog. If the matter is urgent please call us on 08451 272920 or tweet @southernrailuk or @gatwickexpress. Please note that if you have sent us a Delay Repay claim, our team will aim to respond within 28 days.
Kind Regards,
Southern Customer Services"
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