Description
Gary Hudson
After arriving off a 2 hour delayed flight, my simple purchase of a single ticket Gatwick to Three Bridges should have been the least problematic thing on my mind. Unfortunately due many delays Gatwick station was inundated with customers, with a very lengthy queue for the 2 ticket booths open. I used one of the many machines on the concourse, of which 6 machines out of 14 were unusable. I placed my £10 note into the machine, ticket came out Nbr 67228 but no change. This was now 2345 and one attendant checking tickets going onto the station was the only staff member around. I didn't wish to leave the machine and did advise many others attempting to use it out of order, but after 15 minutes when obvious no other attendant will materialise I left for the counter, stood in the queue, explained my predicament when I got to the counter, to receive shrug of shoulder ' I know nothing attitude'. As I work in travel I demanded the duty manager show, which he did, Paul, after some 20 minutes wait (now past midnight) only to be told need to fill out a form. No forms to be had, so on scrap paper he took my details, I told him him for an international gatweway it was a disgrace, to which he agreed, and proceeded to tell me even though I paid cash I would receive an email or phone call from the powers that be, due to the super machines in the station, of which 6 were not working, that a refund would be forthcoming. I suggested a/ this may never happen, or b/ will but when I am in a coffin - looks like both of these could be right, as no correspondence whatsoever yet. It may be a small sum, just £7.90 change but for a £2.10 ticket it is a scam, of which in most places you would be held liable, criminally for. Therefore I call on the rail station manager at Gatwick to sort this matter out urgently, or in my capcaity of working in the industry will make this public knowledge. Principles are what make people angry, not the amount of loss, but the fact that it can happen and not be rectified at an international gateway is inexcusable
Problem History
- 1 Gary Hudson reported the issue on FixMyTransport. close 13:48 29 Oct 2012 #
-
2
Gary Hudson wrote to Southern
close
13:48 29 Oct 2012
#
Here is the letter that Gary Hudson wrote.
Unbelievable poor service for International Gateway
After arriving off a 2 hour delayed flight, my simple purchase of a single ticket Gatwick to Three Bridges should have been the least problematic thing on my mind. Unfortunately due many delays Gatwick station was inundated with customers, with a very lengthy queue for the 2 ticket booths open. I used one of the many machines on the concourse, of which 6 machines out of 14 were unusable. I placed my £10 note into the machine, ticket came out Nbr 67228 but no change. This was now 2345 and one attendant checking tickets going onto the station was the only staff member around. I didn't wish to leave the machine and did advise many others attempting to use it out of order, but after 15 minutes when obvious no other attendant will materialise I left for the counter, stood in the queue, explained my predicament when I got to the counter, to receive shrug of shoulder ' I know nothing attitude'. As I work in travel I demanded the duty manager show, which he did, Paul, after some 20 minutes wait (now past midnight) only to be told need to fill out a form. No forms to be had, so on scrap paper he took my details, I told him him for an international gatweway it was a disgrace, to which he agreed, and proceeded to tell me even though I paid cash I would receive an email or phone call from the powers that be, due to the super machines in the station, of which 6 were not working, that a refund would be forthcoming. I suggested a/ this may never happen, or b/ will but when I am in a coffin - looks like both of these could be right, as no correspondence whatsoever yet. It may be a small sum, just £7.90 change but for a £2.10 ticket it is a scam, of which in most places you would be held liable, criminally for. Therefore I call on the rail station manager at Gatwick to sort this matter out urgently, or in my capcaity of working in the industry will make this public knowledge. Principles are what make people angry, not the amount of loss, but the fact that it can happen and not be rectified at an international gateway is inexcusable
-
Dear Sir/Madam,
Thank you for your email. Your reference number is
[73803-1351518697]
We appreciate you taking the time to contact us. <br>Thank you
for your email. <BR> We appreciate you taking the time to
contact us. We have recently received a large number of
enquiries so we are taking longer than normal to respond,
however we’ll do our best to do so as quickly as possible.
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. From
22 October, Southern will be operating a revised cycle policy.
Restrictions apply to the carriage of non folding bikes from
07:00 – 10:00 and 16:00 – 19:00 Monday to Friday. For details
please check southernrailway.com/cyclepolicy
Kind Regards,
Southern Customer Services
Reminder of your message:
----------------------------------------------------------------
Dear Southern,
After arriving off a 2 hour delayed flight, my simple purchase
of a
single ticket Gatwick to Three Bridges should have been the
least
problematic thing on my mind. Unfortunately due many delays
Gatwick
station was inundated with customers, with a very lengthy queue
for
the 2 ticket booths open. I used one of the many machines on the
concourse, of which 6 machines out of 14 were unusable. I placed
my
£10 note into the machine, ticket came out Nbr 67228 but no
change.
This was now 2345 and one attendant checking tickets going onto
the
station was the only staff member around. I didn't wish to leave
the machine and did advise many others attempting to use it out
of
order, but after 15 minutes when obvious no other attendant will
materialise I left for the counter, stood in the queue,
explained
my predicament when I got to the counter, to receive shrug of
shoulder ' I know nothing attitude'. As I work in travel I
demanded
the duty manager show, which he did, Paul, after some 20 minutes
wait (now past midnight) only to be told need to fill out a
form.
No forms to be had, so on scrap paper he took my details, I told
him him for an international gatweway it was a disgrace, to
which
he agreed, and proceeded to tell me even though I paid cash I
would
receive an email or phone call from the powers that be, due to
the
super machines in the station, of which 6 were not working, that
a
refund would be forthcoming. I suggested a/ this may never
happen,
or b/ will but when I am in a coffin - looks like both of these
could be right, as no correspondence whatsoever yet. It may be a
small sum, just £7.90 change but for a £2.10 ticket it is a
scam,
of which in most places you would be held liable, criminally
for.
Therefore I call on the rail station manager at Gatwick to sort
this matter out urgently, or in my capcaity of working in the
industry will make this public knowledge. Principles are what
make
people angry, not the amount of loss, but the fact that it can
happen and not be rectified at an international gateway is
inexcusable
------------------
Here is some information from FixMyTransport about the location
of
this issue:
Location name: Gatwick Airport Rail Station
Area: Gatwick Airport
Easting: 528700.0
Northing: 141300.0
----------
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
Gary Hudson 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 -
Dear Mr Hudson
Thank you for contacting us on 29 October 2012. Please accept my
apologies for the delay in our response.
I am very sorry to hear about the inconvenience you encountered
when attempting to purchase a ticket at Gatwick Airport.
have passed on your observations regarding the ticket machine
at Gatwick Airport station to the appropriate departments so
that they are aware of these issues.
I completely understand the importance of keeping such
facilities functional and apologise for any frustration that
this situation may have caused.
We can escalate this issue in order to look in to the
transactions of the machine in question but we will need to have
the date that the incident occurred in order to do this. We will
then be able to find if that particular machine had money money
in it at the end of the night. Please respond with this
information so that we can investigate.
This may take up for 4 weeks to receive a response from this
department due to the nature of their heavy workload so,
alternatively, in order to offer you a quicker resolve we can
grant you £10.00 National Rail vouchers which can be used with
any UK based train operator. If you would like to accept the
rail vouchers please respond with an address you would like us
to dispatch them to.
Thank you for taking the time to write to us and bring your
experience to our attention. I hope that this feedback can go a
long way to helping us improve the service you use and your
future travel is pleasant and incident free.
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 08451 27 29 20 or
in writing to:
Southern Customer Services
PO Box 3021
Bristol
BS2 2BS
quoting ticket number [73803-1351518697] on all communication.
For the latest travel information, why not follow us on Twitter
@southernrailUK and @GatwickExpress
Kind regards
Naomi Tucker
Southern Customer Services
Your message :
Dear Southern,
After arriving off a 2 hour delayed flight, my simple purchase
of a
single ticket Gatwick to Three Bridges should have been the
least
problematic thing on my mind. Unfortunately due many delays
Gatwick
station was inundated with customers, with a very lengthy queue
for
the 2 ticket booths open. I used one of the many machines on the
concourse, of which 6 machines out of 14 were unusable. I placed
my
£10 note into the machine, ticket came out Nbr 67228 but no
change.
This was now 2345 and one attendant checking tickets going onto
the
station was the only staff member around. I didn't wish to leave
the machine and did advise many others attempting to use it out
of
order, but after 15 minutes when obvious no other attendant will
materialise I left for the counter, stood in the queue,
explained
my predicament when I got to the counter, to receive shrug of
shoulder ' I know nothing attitude'. As I work in travel I
demanded
the duty manager show, which he did, Paul, after some 20 minutes
wait (now past midnight) only to be told need to fill out a
form.
No forms to be had, so on scrap paper he took my details, I told
him him for an international gatweway it was a disgrace, to
which
he agreed, and proceeded to tell me even though I paid cash I
would
receive an email or phone call from the powers that be, due to
the
super machines in the station, of which 6 were not working, that
a
refund would be forthcoming. I suggested a/ this may never
happen,
or b/ will but when I am in a coffin - looks like both of these
could be right, as no correspondence whatsoever yet. It may be a
small sum, just £7.90 change but for a £2.10 ticket it is a
scam,
of which in most places you would be held liable, criminally
for.
Therefore I call on the rail station manager at Gatwick to sort
this matter out urgently, or in my capcaity of working in the
industry will make this public knowledge. Principles are what
make
people angry, not the amount of loss, but the fact that it can
happen and not be rectified at an international gateway is
inexcusable
------------------
Here is some information from FixMyTransport about the location
of
this issue:
Location name: Gatwick Airport Rail Station
Area: Gatwick Airport
Easting: 528700.0
Northing: 141300.0
----------
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
Gary Hudson 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. mailto:[Southern problem reporting email]
2. file:///tmp/www.southernrailway.com/emaildisclaimer -
Good morning Naomi
To be honest wasn't expecting any reply so well done for that, even though
a later reply it is a reply which is more than some others would have doneI did give all the information to the duty manager on the day but as so long ago now and we are talking change of £8.90, to expedite the process the £10 vouchers would be appreciated. Therefore please send the offered couchers to
[address redacted from public site]
It is appreciated and I will advise my travel colleagues that it may take time but you do actually investigate raised issues
Have a good weekend
Kind regards
Gary-----Original Message-----
Dear Mr Hudson
Thank you for contacting us on 29 October 2012. Please accept my
apologies for the delay in our response.I am very sorry to hear about the inconvenience you encountered
when attempting to purchase a ticket at Gatwick Airport.have passed on your observations regarding the ticket machine
at Gatwick Airport station to the appropriate departments so
that they are aware of these issues.I completely understand the importance of keeping such
facilities functional and apologise for any frustration that
this situation may have caused.We can escalate this issue in order to look in to the
transactions of the machine in question but we will need to have
the date that the incident occurred in order to do this. We will
then be able to find if that particular machine had money money
in it at the end of the night. Please respond with this
information so that we can investigate.This may take up for 4 weeks to receive a response from this
department due to the nature of their heavy workload so,
alternatively, in order to offer you a quicker resolve we can
grant you £10.00 National Rail vouchers which can be used with
any UK based train operator. If you would like to accept the
rail vouchers please respond with an address you would like us
to dispatch them to.Thank you for taking the time to write to us and bring your
experience to our attention. I hope that this feedback can go a
long way to helping us improve the service you use and your
future travel is pleasant and incident free.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 08451 27 29 20 or
in writing to:
Southern Customer Services
PO Box 3021
Bristol
BS2 2BS
quoting ticket number [73803-1351518697] on all communication.For the latest travel information, why not follow us on Twitter
@southernrailUK and @GatwickExpressKind regards
Naomi Tucker
Southern Customer ServicesYour message :
Dear Southern,
After arriving off a 2 hour delayed flight, my simple purchase
of a
single ticket Gatwick to Three Bridges should have been the
least
problematic thing on my mind. Unfortunately due many delays
Gatwick
station was inundated with customers, with a very lengthy queue
for
the 2 ticket booths open. I used one of the many machines on the
concourse, of which 6 machines out of 14 were unusable. I placed
my
£10 note into the machine, ticket came out Nbr 67228 but no
change.
This was now 2345 and one attendant checking tickets going onto
the
station was the only staff member around. I didn't wish to leave
the machine and did advise many others attempting to use it out
of
order, but after 15 minutes when obvious no other attendant will
materialise I left for the counter, stood in the queue,
explained
my predicament when I got to the counter, to receive shrug of
shoulder ' I know nothing attitude'. As I work in travel I
demanded
the duty manager show, which he did, Paul, after some 20 minutes
wait (now past midnight) only to be told need to fill out a
form.
No forms to be had, so on scrap paper he took my details, I told
him him for an international gatweway it was a disgrace, to
which
he agreed, and proceeded to tell me even though I paid cash I
would
receive an email or phone call from the powers that be, due to
the
super machines in the station, of which 6 were not working, that
a
refund would be forthcoming. I suggested a/ this may never
happen,
or b/ will but when I am in a coffin - looks like both of these
could be right, as no correspondence whatsoever yet. It may be a
small sum, just £7.90 change but for a £2.10 ticket it is a
scam,
of which in most places you would be held liable, criminally
for.
Therefore I call on the rail station manager at Gatwick to sort
this matter out urgently, or in my capcaity of working in the
industry will make this public knowledge. Principles are what
make
people angry, not the amount of loss, but the fact that it can
happen and not be rectified at an international gateway is
inexcusable------------------
Here is some information from FixMyTransport about the location
of
this issue:Location name: Gatwick Airport Rail Station
Area: Gatwick Airport
Easting: 528700.0
Northing: 141300.0
----------
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/2525
[ PLEASE NOTE: Your replies to this problem report will be sent
to
Gary Hudson 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 6EEThis email is sent subject to our email disclaimer which can be
accessed here http://www.southernrailway.com/emaildisclaimerSouthern 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/emaildisclaimerReferences
Visible links
1. mailto:[Southern problem reporting email]
2. file:///tmp/www.southernrailway.com/emaildisclaimer
-
Dear Sir/Madam,
Thank you for your email. Your reference number is
[73803-1351518697]
We appreciate you taking the time to contact us. We have
recently received a large number of enquiries so we are taking
longer than normal to respond, however we’ll do our best to do
so as quickly as possible. 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. From 22 October, Southern will be
operating a revised cycle policy. Restrictions apply to the
carriage of non folding bikes from 07:00 – 10:00 and 16:00 –
19:00 Monday to Friday. For details please check
southernrailway.com/cyclepolicy
Kind Regards,
Southern Customer Services
Reminder of your message:
----------------------------------------------------------------
Good morning Naomi
To be honest wasn't expecting any reply so well done for that,
even though
a later reply it is a reply which is more than some others would
have done
I did give all the information to the duty manager on the day
but as so long ago now and we are talking change of £8.90, to
expedite the process the £10 vouchers would be appreciated.
Therefore please send the offered couchers to
[address redacted from public site]
It is appreciated and I will advise my travel colleagues that it
may take time but you do actually investigate raised issues
Have a good weekend
Kind regards
Gary
show quoted sections -
Dear Mr Hudson
Thank you for your reply with regards to the National Rail
Vouchers, please accept my apology again for the delay in our
response.
I can confirm to you that National Rail Vouchers to the value of
£10 have been sent to the address you provided to us.
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 08451 27 29 20 or
in writing to:
Southern Customer Services
PO Box 3021
Bristol
BS2 2BS
quoting ticket number [73803-1351518697] on all communication.
For the latest travel information, why not follow us on Twitter
@southernrailUK and @GatwickExpress
Kind regards
Lori Dunn
Southern Customer Services
Your message :
Good morning Naomi
To be honest wasn't expecting any reply so well done for that,
even though
a later reply it is a reply which is more than some others would
have done
I did give all the information to the duty manager on the day
but as so long ago now and we are talking change of £8.90, to
expedite the process the £10 vouchers would be appreciated.
Therefore please send the offered couchers to
[address redacted from public site]
It is appreciated and I will advise my travel colleagues that it
may take time but you do actually investigate raised issues
Have a good weekend
Kind regards
Gary
show quoted sections
Problem Reporter
