Dear Mr. Andrea,
Thank you for contacting us on the 24th of February 2014 regarding compensation for our services. Please accept my apologies for the delay in our response and for any added frustration this may have caused.
I would like to remind you that as you travelled on Christmas Eve you are unfortunately not eligible for a full refund. I must stress if you wish to continue a Delay-repay claim you must send in the original tickets, not photocopies. Also to mention we will not accept claims for Taxi fares for the 26th either as we had clear warnings in place that GEX would not be running for that date.
I hope this has clarified our position and we look forward to receiving the original tickets so we can fully compensate you within our company's refund policy.
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 [169443-1393250803] on all communication.
For the latest travel information, why not follow us on Twitter @southernrailUK and @GatwickExpress
Kind regards
Henry Towler
Southern Customer Services
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