Another reply still on 31st January apologising for the experience but still doesn't explain why an electric train was dispatched during alluvions and given as punctual:
"Dear Andrea
Thank you for contacting us on 16 January 2014 regarding your complaint and refund request.
Please accept our apologies for the delay in response. I am sorry we were not able to contact you sooner.
I would like to begin by apologising for the experience you had with us during Christmas. I can certainly appreciate your frustration with the matter and how we had handled these disruptions. On Christmas Eve, we had experienced a lot of disruptions which included flooding, trees on the line, landslips and two fires at different locations. All of these factors added together, made it extremely difficult for us to run the services in which we had planned, bearing in mind that our services were already reduced due to planned engineering works. The landslips had caused major disruptions and some were so severe, and have continued to fall, and some are still affecting our line today.
Unfortunately, as the tickets you booked were used we are unable to refund them. However, you can claim compensation through our Delay Repay scheme. I can confirm that for any journey delayed by 30 minutes or more, you can claim compensation through our Delay Repay scheme.
You can either apply online, or print a postal application, by following the link below:
http://www.southernrailway.com/your-journey/customer-services/delay-repay/
Alternatively you can pick up a form from any of our staffed stations.
If you are delayed aboard our trains or when waiting for one, regardless of the cause you will be compensated as follows:
Delays of 30-59 minutes: 50 percent for a single ticket or 25 per cent for a return ticket for the affected journey
Delays of 60-119 minutes: 100 per cent of the fare for a single ticket and 50 per cent for a return ticket for the affected journey
Delays of more than 120 minutes: 100 per cent for a single and return ticket.
Note: under the National Rail Conditions of Carriage Train Operator's are not liable for consequential loss, such as missed flights or taxi fare. Unfortunately, you have been mis-advised by the train driver in regards to the taxi fare.
Passengers delayed on journeys to airports, or who miss their plane, may be able to claim from their travel insurers, if the delay is due to a failure of public transport and if the you have allowed sufficient time for the journey.
If you would like further information in regards to the National Conditions of Carriage, please follow the link below:
http://www.southernrailway.com/your-journey/national-rail-conditions-of-carriage/
Please accept our apologies for the inconvenience caused and thank you for contacting us.
If you wish to contact us further regarding your query, please contact our Customer Service team directly at comments@southernrailway.com, by phone on 08451 27 29 20 or in writing to:
Southern Customer Services
PO Box 3021
Bristol
BS2 2BS
quoting ticket number [159470-1389887111] on all communication.
For the latest travel information, why not follow us on Twitter @southernrailUK and @GatwickExpress
Kind regards
Southern Customer Services"
"Dear Andrea
Thank you for contacting us on 16 January 2014 regarding your complaint and refund request.
Please accept our apologies for the delay in response. I am sorry we were not able to contact you sooner.
I would like to begin by apologising for the experience you had with us during Christmas. I can certainly appreciate your frustration with the matter and how we had handled these disruptions. On Christmas Eve, we had experienced a lot of disruptions which included flooding, trees on the line, landslips and two fires at different locations. All of these factors added together, made it extremely difficult for us to run the services in which we had planned, bearing in mind that our services were already reduced due to planned engineering works. The landslips had caused major disruptions and some were so severe, and have continued to fall, and some are still affecting our line today.
Unfortunately, as the tickets you booked were used we are unable to refund them. However, you can claim compensation through our Delay Repay scheme. I can confirm that for any journey delayed by 30 minutes or more, you can claim compensation through our Delay Repay scheme.
You can either apply online, or print a postal application, by following the link below:
http://www.southernrailway.com/your-journey/customer-services/delay-repay/
Alternatively you can pick up a form from any of our staffed stations.
If you are delayed aboard our trains or when waiting for one, regardless of the cause you will be compensated as follows:
Delays of 30-59 minutes: 50 percent for a single ticket or 25 per cent for a return ticket for the affected journey
Delays of 60-119 minutes: 100 per cent of the fare for a single ticket and 50 per cent for a return ticket for the affected journey
Delays of more than 120 minutes: 100 per cent for a single and return ticket.
Note: under the National Rail Conditions of Carriage Train Operator's are not liable for consequential loss, such as missed flights or taxi fare. Unfortunately, you have been mis-advised by the train driver in regards to the taxi fare.
Passengers delayed on journeys to airports, or who miss their plane, may be able to claim from their travel insurers, if the delay is due to a failure of public transport and if the you have allowed sufficient time for the journey.
If you would like further information in regards to the National Conditions of Carriage, please follow the link below:
http://www.southernrailway.com/your-journey/national-rail-conditions-of-carriage/
Please accept our apologies for the inconvenience caused and thank you for contacting us.
If you wish to contact us further regarding your query, please contact our Customer Service team directly at comments@southernrailway.com, by phone on 08451 27 29 20 or in writing to:
Southern Customer Services
PO Box 3021
Bristol
BS2 2BS
quoting ticket number [159470-1389887111] on all communication.
For the latest travel information, why not follow us on Twitter @southernrailUK and @GatwickExpress
Kind regards
Southern Customer Services"
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