This email has been sent on the 16th of January to comments@southernrailway.com as on the 24th December 2013 I have lost my flight when I was travelling on an electric train (?) from Clapham Junction to Gatwick at 3.30 am. I believe having missed the flight it wasn't due only to alluvions that plagued UK in those days, but also to a lack of customer service which naturally caused disservice, as it describes the email below:
"Hello,
I was trying to call you and trying to speak with a refund adviser this morning but other that listen whole classic operas no one picked up my call until this afternoon.
I am looking for advice on how to get a cash refund. On the 24th of December I travelled on a train at 3.30 am to Gatwick to catch my 7am flight to Italy however the train got stuck in the middle of nowhere and therefore caused me to miss my flight. This was most disappointing as I was due to meet my parents on Christmas eve for the first time in 3 years since I moved to London.
Having said that, the saddest thing is that an electric train was en-route, and given it as punctual on the website on 24th at 3.30 am, despite forecast announced there were alluvions ongoing.
This, on top of the unbenefited train ticket, costed me an hour and a half of time spent in the queue for to arrange to change my ticket. It cost me an additional £65 to have my ticket changed from the 24th to 26th at 7am based on EasyJet fly company availability, plus the unpleasant experience to be stuck in the train on the 24th of December from 4am until 8am - which I don't wish to anyone, plus 80£ for the cab I took it on the same date to drive me to the airport as any other service wasn't offered at that time, and the time spent to return at home on 24th of December which it took me 2 hours (with the train that started at 10.35 from Gatwick airport, stopped at Purley for 30 minutes, then a spokeman said there wasn't any further service... eventually departed again and finally got home at 12.30 pm).
I have all the information that prove there wasn't any service available on 26th morning plus a video of this embarrassing situation when after 4 hours being stuck in a electric train we were finally approached by a fuel-train on a parallel track and we were transferred on the fuel- train via a platform connecting the two entrances, with the driver reassured everyone before the arrive of the backup train that cabs were waiting to the closest station and that the rail company would have payed for each of those… I would be now surprised if I don't get a full refund of the money spent on 24th and 26th, without counting the time wasted and moral damages.
Kind Regards,
Andrea"
"Hello,
I was trying to call you and trying to speak with a refund adviser this morning but other that listen whole classic operas no one picked up my call until this afternoon.
I am looking for advice on how to get a cash refund. On the 24th of December I travelled on a train at 3.30 am to Gatwick to catch my 7am flight to Italy however the train got stuck in the middle of nowhere and therefore caused me to miss my flight. This was most disappointing as I was due to meet my parents on Christmas eve for the first time in 3 years since I moved to London.
Having said that, the saddest thing is that an electric train was en-route, and given it as punctual on the website on 24th at 3.30 am, despite forecast announced there were alluvions ongoing.
This, on top of the unbenefited train ticket, costed me an hour and a half of time spent in the queue for to arrange to change my ticket. It cost me an additional £65 to have my ticket changed from the 24th to 26th at 7am based on EasyJet fly company availability, plus the unpleasant experience to be stuck in the train on the 24th of December from 4am until 8am - which I don't wish to anyone, plus 80£ for the cab I took it on the same date to drive me to the airport as any other service wasn't offered at that time, and the time spent to return at home on 24th of December which it took me 2 hours (with the train that started at 10.35 from Gatwick airport, stopped at Purley for 30 minutes, then a spokeman said there wasn't any further service... eventually departed again and finally got home at 12.30 pm).
I have all the information that prove there wasn't any service available on 26th morning plus a video of this embarrassing situation when after 4 hours being stuck in a electric train we were finally approached by a fuel-train on a parallel track and we were transferred on the fuel- train via a platform connecting the two entrances, with the driver reassured everyone before the arrive of the backup train that cabs were waiting to the closest station and that the rail company would have payed for each of those… I would be now surprised if I don't get a full refund of the money spent on 24th and 26th, without counting the time wasted and moral damages.
Kind Regards,
Andrea"
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