Dear Support,
I am writing in response to case references: 20140121-826592, 159470-1389887111 and 159473-1389887291.
I would like to say I really appreciate your apologies although these won?t help to restore the wasted time I could have spent with my family. I also appreciate your celerity in providing your prompt responses.
I read carefully your replies many times and I regret for the difficult situation you have faced but I have noticed that other than listing factors that afflicted your services and as mentioned in one of your previous email ?For safety reasons, Network Rail advised that we could not run services because of the risk of falling trees and other debris, therefore Southern and Gatwick Express services were suspended, until Network Rail could inspect the line, clear the debris and declare the route safe for passenger traffic? you cannot reimburse the ticket, I haven?t received real answers to the questions below as the UK storm was by far broadcasted days earlier by forecast as a known event:
If you have experienced and you are still experiencing all the disruptions you have listed I still wonder why an train was dispatched and how come it was punctual in those conditions? Why an electric train? Are these facts part of your safety plan?
And most of all somehow your SouthernRail UK Twitter account twitted on 24th December at 4:25 am:
?Victoria to Gatwick service is now starting up again, but will be slightly irregular until we can get back tot he pattern we had #UKStorm?. (you can see the screenshot attached).
We are on the same boat but so far you haven?t gone a long way to accommodate my request. I am really disappointed as I would have expected more customer support by a company that is supposed to deal with punctuality and customer satisfaction especially close to festivity and for which me, customer, I have well far payed this dis-service. I believe and still hold my position that the day I was on travel to Gatwick the situation was dealt with unsufficient customer care, imprecision, incorrect information and misadvice.
As for now you can find all the correspondence being published and updated for the time being at this website:
http://mycomplainstosouthernrail.blogspot.co.uk
In the hope you can reimburse the money spent for the train ticket and the cab I payed on the 26th December to get to the airport as flight booking was moved at 7 am and no other service was available I will wait your answer before to decide to update the blog.
Kind Regards,
Andrea
