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“Please help me persuade Southern to 13 yr old left stranded-all though sold ticket. had to ride bike 15 miles” – mad mum

Description

mad mum

COMPLAINT. My 13 year old son, and his friend travelled from bexhill to hampden park near eastbourne- with their bmx bikes- on sat 16th march. They had already had to cycle from ore near hastings, to bexhill as were told there was works on the line, and bus replacement service from hastings-to bexhill, so because of their bikes they couldn't use it. On boarding the train at bexhill they asked to buy return ticket- which allowed them to travel back the following morning, but were told couldn't get return but were sold two singles each instead. At a cost of £2.30 each. The ticket man onboard clearly could see the boys had bikes with them as they were stood onboard with their bikes. On sunday the boys went to hampden park station to try to travel back home- only to find they were stranded as a bus replacement service was running the whole journey route. Rendering their tickets they were sold on train day previous-as useless. I dont drive or anything, and never normally let my son go so far as it is. So i was distraught at thought of my son being stranded, in the cold, with no way of getting home. It was raining too by this point. The boys have had no training as to how to cycle safely on the roads- but they had no option but to cycle along the busy roads from hampden park to bexhill- along the a259 where cars travel at 70 mph, it took them 4 hours in total, by which time my sons 2 layers of trousers, and 2 jumpers etc had been soaked completly through, he was freezing, feeling as if was going to collapse, and upset. I demand to know how on earth the ticket man can sell them tickets ensuring them they wil be able to get home, and to have put them in such a dangerous situation. They are children, and im disgusted. I have both the tickets my son brought- obviously need a refund on one. And want to know why this was allowed to happen and what you plan on doing about it. My son punctured his wheel on the way, and had to walk as a result - its fortunate he didnt get killed! I have pictures of my son and of how soaked he was when he finally got home too which i'll attach

Images and media

Problem History

  • 1 mad mum reported the issue on FixMyTransport. close 22:02 25 Mar 2013
  • 2 mad mum wrote to Southern close 22:02 25 Mar 2013

    Here is the letter that mad mum wrote.

    THE DISGUSTING DANGEROUS SITUATION WHICH LEFT MY 13 YR OLD STRANDED AND HAVING TO RIDE HIS BIKE HOME.

    COMPLAINT. My 13 year old son, and his friend travelled from bexhill to hampden park near eastbourne- with their bmx bikes- on sat 16th march. They had already had to cycle from ore near hastings, to bexhill as were told there was works on the line, and bus replacement service from hastings-to bexhill, so because of their bikes they couldn't use it. On boarding the train at bexhill they asked to buy return ticket- which allowed them to travel back the following morning, but were told couldn't get return but were sold two singles each instead. At a cost of £2.30 each. The ticket man onboard clearly could see the boys had bikes with them as they were stood onboard with their bikes. On sunday the boys went to hampden park station to try to travel back home- only to find they were stranded as a bus replacement service was running the whole journey route. Rendering their tickets they were sold on train day previous-as useless. I dont drive or anything, and never normally let my son go so far as it is. So i was distraught at thought of my son being stranded, in the cold, with no way of getting home. It was raining too by this point. The boys have had no training as to how to cycle safely on the roads- but they had no option but to cycle along the busy roads from hampden park to bexhill- along the a259 where cars travel at 70 mph, it took them 4 hours in total, by which time my sons 2 layers of trousers, and 2 jumpers etc had been soaked completly through, he was freezing, feeling as if was going to collapse, and upset. I demand to know how on earth the ticket man can sell them tickets ensuring them they wil be able to get home, and to have put them in such a dangerous situation. They are children, and im disgusted. I have both the tickets my son brought- obviously need a refund on one. And want to know why this was allowed to happen and what you plan on doing about it. My son punctured his wheel on the way, and had to walk as a result - its fortunate he didnt get killed! I have pictures of my son and of how soaked he was when he finally got home too which i'll attach.

  • 3 Southern Railways Customer Services responded to mad mum close 22:05 25 Mar 2013
    Dear Sir/Madam,
    Thank you for your email. Your reference number is
    [101914-1364249144]

    We appreciate you taking the time to contact us. We aim to
    respond in full to your enquiry within 5 days. Please note that
    if you have sent us a Delay Repay claim, our team will aim to
    respond within 28 days. If you have sent us a Refund claim, our
    team will aim to respond within 10 days.

    Kind Regards,
    Southern Customer Services

    Reminder of your message:

    ----------------------------------------------------------------

    Dear Southern,

    COMPLAINT. My 13 year old son, and his friend travelled from
    bexhill to hampden park near eastbourne- with their bmx bikes-
    on
    sat 16th march. They had already had to cycle from ore near
    hastings, to bexhill as were told there was works on the line,
    and
    bus replacement service from hastings-to bexhill, so because of
    their bikes they couldn't use it. On boarding the train at
    bexhill
    they asked to buy return ticket- which allowed them to travel
    back
    the following morning, but were told couldn't get return but
    were
    sold two singles each instead. At a cost of £2.30 each. The
    ticket
    man onboard clearly could see the boys had bikes with them as
    they
    were stood onboard with their bikes. On sunday the boys went to
    hampden park station to try to travel back home- only to find
    they
    were stranded as a bus replacement service was running the whole
    journey route. Rendering their tickets they were sold on train
    day
    previous-as useless. I dont drive or anything, and never
    normally
    let my son go so far as it is. So i was distraught at thought of
    my
    son being stranded, in the cold, with no way of getting home. It
    was raining too by this point. The boys have had no training as
    to
    how to cycle safely on the roads- but they had no option but to
    cycle along the busy roads from hampden park to bexhill- along
    the
    a259 where cars travel at 70 mph, it took them 4 hours in total,
    by
    which time my sons 2 layers of trousers, and 2 jumpers etc had
    been
    soaked completly through, he was freezing, feeling as if was
    going
    to collapse, and upset. I demand to know how on earth the ticket
    man can sell them tickets ensuring them they wil be able to get
    home, and to have put them in such a dangerous situation. They
    are
    children, and im disgusted. I have both the tickets my son
    brought-
    obviously need a refund on one. And want to know why this was
    allowed to happen and what you plan on doing about it. My son
    punctured his wheel on the way, and had to walk as a result -
    its
    fortunate he didnt get killed! I have pictures of my son and of
    how
    soaked he was when he finally got home too which i'll attach 4
    attachments ? Scan and download all attachments View all images
    Wet
    jake.png 226K View Scan and download Wet track.png 198K View
    Scan
    and download Wet bum.png 201K View Scan and download Wet
    jake-001.jpg 21K View Scan and download

    ------------------

    Here is some information from FixMyTransport about the location
    of
    this issue:

    Location name: Train route between Bexhill and Hampden Park
    (Sussex)

    ----------

    To view a map of the precise location of this problem, or to
    provide an update on the problem, please visit the following
    link:

    http://www.fixmytransport.com/campaigns/...

    [ PLEASE NOTE: Your replies to this problem report will be sent
    to
    mad mum and will be published online. This message was sent via
    FixMyTransport.com - a not-for-profit service dedicated to
    helping
    people get public transport problems resolved. If there is a
    more
    appropriate email address for messages about this type of
    problem,
    please let us know by visiting
    . This will help improve
    the service for people travelling. We also welcome any other
    feedback you may have. ]

    _________________________________________________________________________________________________________________________

    This e-mail message has been scanned and cleared by NetIQ
    MailMarshal.

    Southern Railway Ltd is registered in England No. 06574965.
    Registered office: 3rd Floor, 41-51 Grey Street, Newcastle Upon
    Tyne, NE1 6EE

    This email is sent subject to our email disclaimer which can be
    accessed here http://www.southernrailway.com/emaildisc...

    Southern is the trading name of Southern Railway Ltd.
    Registered in England under number: 06574965
    Registered offices: 3rd Floor, 41-51 Grey Street, Newcastle upon
    Tyne, NE1 6EE.

    This email is sent subject to our email disclaimer which can be
    accessed at: [1]www.southernrailway.com/emaildisclaimer

    References

    Visible links
    1. file:///tmp/www.southernrailway.com/emaildisclaimer
  • 4 mad mum added an update close 23:04 25 Mar 2013

    i emailed southern initially on the 18th, then again on the 21st. No reply as yet.

  • 5 mad mum commented close 23:07 25 Mar 2013

    pics dont show up exacley how soaked though my son was by the time he finally made it home, nor how frozen he was, he was soaked through 2 pairs of bottoms, even his boxers. 2 jumpers, t shirt, and his trainers were saturated too. He said he had ' never been so cold in his life'.

  • 6 Shaun McDonald commented close 12:05 26 Mar 2013

    It's really annoying how some different operators deal with rail replacement coaches differently. Greater Anglia for example will allow bikes on their rail replacement coaches where there is space to do so.

    I've even taken 2 bikes in a taxi when a train was cancelled between Felixstowe and Ipswich recently. A few years ago after major disruption on the West Coast mainline Virgin put me and my bicycle in a Taxi the 12 or so miles home as it was about 1 am and all onward connections had finished for the day, so everyone was getting a taxi.

    On a couple of occasions I have taken a longer route, which was technically invalid for the ticket I had, however it meant that I could take the train the whole way with the bike. Namely from London Kings Cross to Ipswich via Cambridge while there was rail works on the main line between Liverpool Street and Ipswich.

    This shows that some operators will allow bikes on their buses and it's unfortunate that many won't allow it, nor provide for it.

    anorak
  • 7 George Fairbairn commented close 12:25 27 Mar 2013

    I have limited experience of trying to take my bike on rail replacement. Once when I arrived at Hamilton Square station in Birkkenhead to get the train acorss the Mersey to work in Liverpool there were unexpected problems in the Mersey rail tunnel and services were suspended. Arriva were providing the rail replacement buses and the driver kindly allowed me to board a crowded bus with my Trek road bike; I had to sort of stand it on its rear whel to minimise its footprint but overall the driver wass very helpful.

    Bikes take up a lot of room and it is difficult to balance the needs of different groups of users. I can see that seveal bikes arriving all at once would present problems, as would muddy or wet bikes.

  • 8 Southern Railways Customer Services responded to mad mum close 14:21 03 Apr 2013
    Dear Customer

    Thank you for contacting us on 25 March 2013 regarding the
    service. Please accept my apologies for the delay in our
    response.

    I'm really sorry this incident occured, We do advise customers
    to check travel before there departure to ensure any delays.

    In order to apply for a refund, you will need to send your
    request into our Refunds Team within Customer Services.

    You can print a refund application form via our website, by
    following the link below:

    [1]http://www.southernrailway.com/tickets-a...

    Please include all printed tickets & any booking references
    along with this form, to ensure our Refunds Team can adequately
    process your refund request.

    You can post this form, or alternatively send a covering letter
    along with your tickets, to the address below:

    Southern Refunds Team
    PO Box 3021
    Bristol
    BS2 2BS

    If you are applying through our Money Back Guarantee, where you
    will receive a full refund on any un-printed tickets (excluding
    Non-Southern Advance tickets), please send your refund request
    form, along with your booking reference, to the address below:

    FREEPOST MONEY BACK GUARANTEE
    MM Group
    Unit 16
    Coalfield Way
    ASHBY-DE-LA-ZOUCH
    LE65 1JT

    Please note, if you are applying through our Money Back
    Guarantee, you do not need to include or print any tickets that
    were to be delivered via our Ticket on Departure (TOD) option.
    Simply include your booking reference along with your refund
    request.

    Once received, our Refunds Team aim to process your refund
    within 20 days. You will then be contacted by this team once
    your request has been processed, in order to obtain your payment
    card details if a refund is due.

    If you wish to contact us further regarding your query, please
    contact our Customer Service team directly at
    [2][Southern problem reporting email], by phone on 08451 27 29 20 or
    in writing to:
    Southern Customer Services
    PO Box 3021
    Bristol
    BS2 2BS
    quoting ticket number [101914-1364249144] on all communication.

    For the latest travel information, why not follow us on Twitter
    @southernrailUK and @GatwickExpress

    Kind regards

    Daniel Hawkins
    Southern Customer Services

    Your message :

    Dear Southern,

    COMPLAINT. My 13 year old son, and his friend travelled from
    bexhill to hampden park near eastbourne- with their bmx bikes-
    on
    sat 16th march. They had already had to cycle from ore near
    hastings, to bexhill as were told there was works on the line,
    and
    bus replacement service from hastings-to bexhill, so because of
    their bikes they couldn't use it. On boarding the train at
    bexhill
    they asked to buy return ticket- which allowed them to travel
    back
    the following morning, but were told couldn't get return but
    were
    sold two singles each instead. At a cost of £2.30 each. The
    ticket
    man onboard clearly could see the boys had bikes with them as
    they
    were stood onboard with their bikes. On sunday the boys went to
    hampden park station to try to travel back home- only to find
    they
    were stranded as a bus replacement service was running the whole
    journey route. Rendering their tickets they were sold on train
    day
    previous-as useless. I dont drive or anything, and never
    normally
    let my son go so far as it is. So i was distraught at thought of
    my
    son being stranded, in the cold, with no way of getting home. It
    was raining too by this point. The boys have had no training as
    to
    how to cycle safely on the roads- but they had no option but to
    cycle along the busy roads from hampden park to bexhill- along
    the
    a259 where cars travel at 70 mph, it took them 4 hours in total,
    by
    which time my sons 2 layers of trousers, and 2 jumpers etc had
    been
    soaked completly through, he was freezing, feeling as if was
    going
    to collapse, and upset. I demand to know how on earth the ticket
    man can sell them tickets ensuring them they wil be able to get
    home, and to have put them in such a dangerous situation. They
    are
    children, and im disgusted. I have both the tickets my son
    brought-
    obviously need a refund on one. And want to know why this was
    allowed to happen and what you plan on doing about it. My son
    punctured his wheel on the way, and had to walk as a result -
    its
    fortunate he didnt get killed! I have pictures of my son and of
    how
    soaked he was when he finally got home too which i'll attach 4
    attachments ? Scan and download all attachments View all images
    Wet
    jake.png 226K View Scan and download Wet track.png 198K View
    Scan
    and download Wet bum.png 201K View Scan and download Wet
    jake-001.jpg 21K View Scan and download

    ------------------

    Here is some information from FixMyTransport about the location
    of
    this issue:

    Location name: Train route between Bexhill and Hampden Park
    (Sussex)

    ----------

    To view a map of the precise location of this problem, or to
    provide an update on the problem, please visit the following
    link:

    http://www.fixmytransport.com/campaigns/...

    [ PLEASE NOTE: Your replies to this problem report will be sent
    to
    mad mum and will be published online. This message was sent via
    FixMyTransport.com - a not-for-profit service dedicated to
    helping
    people get public transport problems resolved. If there is a
    more
    appropriate email address for messages about this type of
    problem,
    please let us know by visiting
    . This will help improve
    the service for people travelling. We also welcome any other
    feedback you may have. ]

    _________________________________________________________________________________________________________________________

    This e-mail message has been scanned and cleared by NetIQ
    MailMarshal.

    Southern Railway Ltd is registered in England No. 06574965.
    Registered office: 3rd Floor, 41-51 Grey Street, Newcastle Upon
    Tyne, NE1 6EE

    This email is sent subject to our email disclaimer which can be
    accessed here http://www.southernrailway.com/emaildisc...

    Southern is the trading name of Southern Railway Ltd.
    Registered in England under number: 06574965
    Registered offices: 3rd Floor, 41-51 Grey Street, Newcastle upon
    Tyne, NE1 6EE.

    This email is sent subject to our email disclaimer which can be
    accessed at: [3]www.southernrailway.com/emaildisclaimer

    References

    Visible links
    1. http://www.southernrailway.com/tickets-a...
    2. mailto:[Southern problem reporting email]
    3. file:///tmp/www.southernrailway.com/emaildisclaimer
Comment
  • started 25 March 2013
  • supporters 1
Train route between Bexhill and Hampden Park (Sussex) operated by Southern
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