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“Please help me persuade Southern to get better.” – Nic Ferrier

Description

Nic Ferrier

Why was the train cancelled? They told us there was a train fault. But what was the fault and why did it occur?

The train had just arrived from it's previous journey so it's hard to believe there was a mechanical fault. But maybe you can explain.

Problem History

  • 1 Nic Ferrier reported the issue on FixMyTransport. close 11:45 15 Nov 2014
  • 2 Nic Ferrier wrote to Southern close 11:45 15 Nov 2014

    Here is the letter that Nic Ferrier wrote.

    the 1808 was cancelled on Friday 14th November 2014

    Why was the train cancelled? They told us there was a train fault. But what was the fault and why did it occur?

    The train had just arrived from it's previous journey so it's hard to believe there was a mechanical fault. But maybe you can explain.

  • 3 Southern Railways Customer Services responded to Nic Ferrier close 11:52 15 Nov 2014
    Dear Sir/Madam,
    Thank you for your email. Your reference number is
    [231855-1416052308]

    We appreciate you taking the time to contact us. We aim to
    respond in full to your enquiry within 10 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,

    Why was the train cancelled? They told us there was a train
    fault.
    But what was the fault and why did it occur?

    The train had just arrived from it's previous journey so it's
    hard
    to believe there was a mechanical fault. But maybe you can
    explain.

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

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

    Location name: Train route between Crowborough and London Bridge

    ----------

    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
    Nic Ferrier 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. ]

    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 Southern Railways Customer Services responded to Nic Ferrier close 10:29 20 Nov 2014
    Dear Nic, 

    Thank you for contacting us on the 15th of November 2014
    regarding your cancelled journey. Please accept my apologies for
    the delay in our response.

    As you require more information on this, I have now escalated
    your case to the appropriate department so that this can be
    investigated for you. Once the team has found out this
    information for you, they will contact you directly with their
    response. 

    If you wish to contact us further regarding your query, please
    contact our Customer Service team directly at
    [1][Southern problem reporting email], by phone on 03451 27 29 20 or
    in writing to:
    Southern Customer Services
    PO Box 10240
    Ashby-de-la-Zouch
    LE65 9EB
    quoting ticket number [231855-1416052308] on all communication.

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

    Kind regards

    James Rideout
    Southern Customer Services

    Your message :

    Dear Southern,

    Why was the train cancelled? They told us there was a train
    fault.
    But what was the fault and why did it occur?

    The train had just arrived from it's previous journey so it's
    hard
    to believe there was a mechanical fault. But maybe you can
    explain.

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

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

    Location name: Train route between Crowborough and London Bridge

    ----------

    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
    Nic Ferrier 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. ]

    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: [2]www.southernrailway.com/emaildisclaimer

    References

    Visible links
    1. mailto:[Southern problem reporting email]
    2. file:///tmp/www.southernrailway.com/emaildisclaimer
  • 5 Southern Rail Customer Services responded to Nic Ferrier close 14:12 24 Nov 2014
    Dear Sir/Madam

    Thank you for contacting us on the 20th of November. Please accept my apologies for the delay in our response.

    In order to answer you query correctly please could you confirm the origin and destination of the service to which you are referring too

    If you wish to contact us further regarding your query, then please contact our Customer Service team directly at southernrailway.com/contact-form or by phone on 03451 27 29 20 or in writing to Southern Customer Services, PO Box 10240, Ashby-De-La-Zouch, LE65 9EB

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

    The Key - the smarter way to travel. For more information, please visit our website at: www.southernrailway.com/thekey

    Kind regards

    Tess Toms
    Southern Customer Services

    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: http://www.southernrailway.com/emaildisc...
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  • started 15 November 2014
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Train route between Crowborough and London Bridge operated by Southern
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