Dear Sir/Madam,
We have received your query with reference number
[5279-1316775349].

Thank you for your email.
Thank you for your enquiry, we appreciate you taking the time to
contact us. We aim to respond in full to your enquiry within 5
working days.
You can also contact us by phone (08451 27 29 20), fax (08451 27
29 30) or in writing (Southern Customer Services, PO Box 3021,
Bristol, BS2 2BS). You can also submit a webform at:
[1]www.southernrailway.com/your-journey/contact-us/contact-us-form

Kind Regards,
Southern Customer Services

Reminder of your message

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

Dear Southern,

I have applied for a refund on a journey I didn't make because
of
today's disruption on the Brighton-London line.

My comment is that your website is really not user friendly,
especially when it comes to finding out how to get a refund. One
link to the FAQs is broken, you have to work out what the heck a
Rainy Day guarantee is, realise it probably doesn't apply, but
that's the only thing on there about refunds, then get sent
through
a whole series of pages to log in and find your journey and
apply
for a refund.

I ended up with 4 separate pages open, all telling me something
not
that helpful.

I suggest you have a look at your website and refocus on the
customer rather than your irritating advertising; simplify the
journey and reduce number of clicks.

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

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

Location name: Train route between Brighton and London Victoria

----------

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
Jo Ivens 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: [2]www.southernrailway.com/emaildisclaimer

References

Visible links
1. file:///tmp/www.southernrailway.com/your-journey/contact-us/contact-us-form
2. file:///tmp/www.southernrailway.com/emaildisclaimer

Dear Sir/Madam,

Thank you for contacting us.

Your email has been passed to our Refunds team and they to
respond to you within 10 days.

If you wish to contact us further regarding your query then
please contact our Customer Service team directly at:
[1][Southern problem reporting email] or by phone on 08451 27 29 20 or
in writing to Southern Customer Services, PO Box 3021, Bristol,
BS2 2BS quoting ticket number [5279-1316775349] on all
communication.

Alternatively please use the contact us page You can also submit
a webform at:
[2]www.southernrailway.com/your-journey/contact-us/contact-us-form
quoting your ticket number.

Kind regards,

Colin Chick
Southern Customer Services

Your message :

Dear Southern,

I have applied for a refund on a journey I didn't make because
of
today's disruption on the Brighton-London line.

My comment is that your website is really not user friendly,
especially when it comes to finding out how to get a refund. One
link to the FAQs is broken, you have to work out what the heck a
Rainy Day guarantee is, realise it probably doesn't apply, but
that's the only thing on there about refunds, then get sent
through
a whole series of pages to log in and find your journey and
apply
for a refund.

I ended up with 4 separate pages open, all telling me something
not
that helpful.

I suggest you have a look at your website and refocus on the
customer rather than your irritating advertising; simplify the
journey and reduce number of clicks.

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

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

Location name: Train route between Brighton and London Victoria

----------

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
Jo Ivens 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. mailto:[Southern problem reporting email]
2. file:///tmp/www.southernrailway.com/your-journey/contact-us/contact-us-form
3. file:///tmp/www.southernrailway.com/emaildisclaimer

Dear Sir/Madam,

Thank you for contacting us.

In order to claim a refund, please send in your tickets. If the
tickets are not printed please send in the booking confirmation,
along with a brief letter of explanation, to the following
address:

Refunds, PO Box 3021, Bristol, BS2 2BS

Please include in the correspondence whether your tickets were
purchased by card of cash, as you will need to be refunded in
the same way. If the tickets were purchased by card and you are
happy to include your card details in the letter, please do so.
If not, please include a number on which we can call you in
order to obtain them.

If you wish to contact us further regarding your query then
please contact our Customer Service team directly at:
[1][Southern problem reporting email] or by phone on 08451 27 29 20 or
in writing to Southern Customer Services, PO Box 3021, Bristol,
BS2 2BS quoting ticket number [5279-1316775349] on all
communication.

Alternatively please use the contact us page You can also submit
a webform at:
[2]www.southernrailway.com/your-journey/contact-us/contact-us-form
quoting your ticket number.

Kind regards,

Terri Owen
Southern Customer Services

Your message :

Dear Southern,

I have applied for a refund on a journey I didn't make because
of
today's disruption on the Brighton-London line.

My comment is that your website is really not user friendly,
especially when it comes to finding out how to get a refund. One
link to the FAQs is broken, you have to work out what the heck a
Rainy Day guarantee is, realise it probably doesn't apply, but
that's the only thing on there about refunds, then get sent
through
a whole series of pages to log in and find your journey and
apply
for a refund.

I ended up with 4 separate pages open, all telling me something
not
that helpful.

I suggest you have a look at your website and refocus on the
customer rather than your irritating advertising; simplify the
journey and reduce number of clicks.

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

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

Location name: Train route between Brighton and London Victoria

----------

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
Jo Ivens 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. mailto:[Southern problem reporting email]
2. file:///tmp/www.southernrailway.com/your-journey/contact-us/contact-us-form
3. file:///tmp/www.southernrailway.com/emaildisclaimer