FixMyTransport: Refund Unused Tickets

Description

Kram Tsew

I contacted Southern Trains via their web form regarding a ticket that I purchased online whle working at Gatwick Airport. It is a yearly staff discount ticket.

Since booking the yearly Gatwick Discount pass my company announced that it was to cease trading at Gatwick and I will therefore no longer qualify for discount to and from the airport. I have not yet had this ticket issued and so asked for a full refund.

I received no response and so finally called them and was advised that they had 'mixed up' my correspondence with another refund claim they were processing for me and advised that I should write a letter to the company, which I did,

I received the following unsatisfactory reply from Sacha Edwards at Southern Customer Services:

"Thank you for your letter dated 30th August 2012.

In regards to our conversation today at 16.25 on 20th September 2012 regarding your refund claim on your Gatwick discount card, I am sorry to say that it does state on our website that the Gatwick discount cards are non refundable. This can be found on the link below:
http://www.southernrailwaytickets.com/main.php?page_id=356.

I have forwarded all of your comments on to our escalations team who will investigate this further for you.

Once again, please accept my sincerest apologies on this matter.

If you have any further questions, please feel free to contact us directly at: comments@southernrailway.com or www.southernrailway.com/your-journey/contact-us/contact-us-form/ you can also contact our Customer Service team by phone on (08451 27 29 20), fax (08451 27 29 30) or in writing (Southern Customer Services, PO Box 3021, Bristol, BS2 2BS)."

Having received no further contact from them I sent the following email:

"-----Original Message-----
From: Mark West [mailto:m.l.west@btinternet.com]
Sent: 12 October 2012 07:48
To: 'Southern Rail Customer Services'
Subject: RE: SR0000091626 - Case Reference : 20120906-449318

Dear Sasha,

To date I have had no response or acknowledgement from Southern Railway Ltd. 'Escalation Team' to whom you claim you passed details of my complaint.

Prior to me taking legal advice, kindly forward to me the contact details of the escalation team who is dealing with my refund request.

Unless this is done within seven days I will be handing matters over to legal representation at the small claims court in addition to the appropriate Rail Passenger Committee (RPC).

Thank you for your prompt response and I am confident, mutually agreeable solution to this issue.

Mark West"

I have still received no reply...

Can you help? It seems that my honesty is being replayed with penalty by Southern who simply do not care and are keeping my money for no reason. Can I escalate this further and demand a response?

I hope you can help.

Thanks

Comment

Problem History

Expand All Collapse all

1 Kram Tsew reported the issue on FixMyTransport. close 13:43 24 Oct 2012 #
2 Kram Tsew wrote to Southern close 13:43 24 Oct 2012 #

Here is the letter that Kram Tsew wrote.

Requesting Refund of UNISSUED ticket

I contacted Southern Trains via their web form regarding a ticket that I purchased online whle working at Gatwick Airport. It is a yearly staff discount ticket.

Since booking the yearly Gatwick Discount pass my company announced that it was to cease trading at Gatwick and I will therefore no longer qualify for discount to and from the airport. I have not yet had this ticket issued and so asked for a full refund.

I received no response and so finally called them and was advised that they had 'mixed up' my correspondence with another refund claim they were processing for me and advised that I should write a letter to the company, which I did,

I received the following unsatisfactory reply from Sacha Edwards at Southern Customer Services:

"Thank you for your letter dated 30th August 2012.

In regards to our conversation today at 16.25 on 20th September 2012 regarding your refund claim on your Gatwick discount card, I am sorry to say that it does state on our website that the Gatwick discount cards are non refundable. This can be found on the link below:
http://www.southernrailwaytickets.com/main.php?page_id=356.

I have forwarded all of your comments on to our escalations team who will investigate this further for you.

Once again, please accept my sincerest apologies on this matter.

If you have any further questions, please feel free to contact us directly at: comments@southernrailway.com or www.southernrailway.com/your-journey/contact-us/contact-us-form/ you can also contact our Customer Service team by phone on (08451 27 29 20), fax (08451 27 29 30) or in writing (Southern Customer Services, PO Box 3021, Bristol, BS2 2BS)."

Having received no further contact from them I sent the following email:

"-----Original Message-----
From: Mark West [mailto:m.l.west@btinternet.com]
Sent: 12 October 2012 07:48
To: 'Southern Rail Customer Services'
Subject: RE: SR0000091626 - Case Reference : 20120906-449318

Dear Sasha,

To date I have had no response or acknowledgement from Southern Railway Ltd. 'Escalation Team' to whom you claim you passed details of my complaint.

Prior to me taking legal advice, kindly forward to me the contact details of the escalation team who is dealing with my refund request.

Unless this is done within seven days I will be handing matters over to legal representation at the small claims court in addition to the appropriate Rail Passenger Committee (RPC).

Thank you for your prompt response and I am confident, mutually agreeable solution to this issue.

Mark West"

I have still received no reply...

Can you help? It seems that my honesty is being replayed with penalty by Southern who simply do not care and are keeping my money for no reason. Can I escalate this further and demand a response?

I hope you can help.

Thanks
3 Southern Railways Customer Services responded to Kram Tsew close 13:46 24 Oct 2012 #

Dear Sir/Madam,
Thank you for your email. Your reference number is
[72847-1351082758]

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,

I contacted Southern Trains via their web form regarding a
ticket
that I purchased online whle working at Gatwick Airport. It is a
yearly staff discount ticket. Since booking the yearly Gatwick
Discount pass my company announced that it was to cease trading
at
Gatwick and I will therefore no longer qualify for discount to
and
from the airport. I have not yet had this ticket issued and so
asked for a full refund.

I received no response and so finally called them and was
advised
that they had 'mixed up' my correspondence with another refund
claim they were processing for me and advised that I should
write a
letter to the company, which I did,

I received the following unsatisfactory reply from Sacha Edwards
at
Southern Customer Services:

"Thank you for your letter dated 30th August 2012.

In regards to our conversation today at 16.25 on 20th September
2012 regarding your refund claim on your Gatwick discount card,
I
am sorry to say that it does state on our website that the
Gatwick
discount cards are non refundable. This can be found on the link
below:
http://www.southernrailwaytickets.com/ma....

I have forwarded all of your comments on to our escalations team
who will investigate this further for you.

Once again, please accept my sincerest apologies on this matter.

If you have any further questions, please feel free to contact
us
directly at: [Southern problem reporting email] or
www.southernrailway.com/your-journey/con...
you can also contact our Customer Service team by phone on
(08451
27 29 20), fax (08451 27 29 30) or in writing (Southern Customer
Services, PO Box 3021, Bristol, BS2 2BS)."

Having received no further contact from them I sent the
following
email:

"-----Original Message----- From: Mark West
[mailto:[email address]] Sent: 12 October 2012 07:48 To:
'Southern Rail Customer Services' Subject: RE: SR0000091626 -
Case
Reference : 20120906-449318

Dear Sasha,

To date I have had no response or acknowledgement from Southern
Railway Ltd. 'Escalation Team' to whom you claim you passed
details
of my complaint.

Prior to me taking legal advice, kindly forward to me the
contact
details of the escalation team who is dealing with my refund
request.

Unless this is done within seven days I will be handing matters
over to legal representation at the small claims court in
addition
to the appropriate Rail Passenger Committee (RPC).

Thank you for your prompt response and I am confident, mutually
agreeable solution to this issue.

Mark West"

I have still received no reply...

Can you help? It seems that my honesty is being replayed with
penalty by Southern who simply do not care and are keeping my
money
for no reason. Can I escalate this further and demand a
response?

I hope you can help.

Thanks

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

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

Location name: Train route between Gatwick Airport 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
Kram Tsew 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 Sir/Madam,
Thank you for your email. Your reference number is
[72847-1351082758]

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,

I contacted Southern Trains via their web form regarding a
ticket
that I purchased online whle working at Gatwick Airport. It is a
yearly staff discount ticket. Since booking the yearly Gatwick
Discount pass my company announced that it was to cease trading
at
Gatwick and I will therefore no longer qualify for discount to
and
from the airport. I have not yet had this ticket issued and so
asked for a full refund.

I received no response and so finally called them and was
advised
that they had 'mixed up' my correspondence with another refund
claim they were processing for me and advised that I should
write a
letter to the company, which I did,

I received the following unsatisfactory reply from Sacha Edwards
at
Southern Customer Services:

"Thank you for your letter dated 30th August 2012.

In regards to our conversation today at 16.25 on 20th September
2012 regarding your refund claim on your Gatwick discount card,
I
am sorry to say that it does state on our website that the
Gatwick
discount cards are non refundable. This can be found on the link
below:
http://www.southernrailwaytickets.com/ma....

I have forwarded all of your comments on to our escalations team
who will investigate this further for you.

Once again, please accept my sincerest apologies on this matter.

If you have any further questions, please feel free to contact
us
directly at: [Southern problem reporting email] or
www.southernrailway.com/your-journey/con...
you can also contact our Customer Service team by phone on
(08451
27 29 20), fax (08451 27 29 30) or in writing (Southern Customer
Services, PO Box 3021, Bristol, BS2 2BS)."

Having received no further contact from them I sent the
following
email:

"-----Original Message----- From: Mark West
[mailto:[email address]] Sent: 12 October 2012 07:48 To:
'Southern Rail Customer Services' Subject: RE: SR0000091626 -
Case
Reference : 20120906-449318

Dear Sasha,

To date I have had no response or acknowledgement from Southern
Railway Ltd. 'Escalation Team' to whom you claim you passed
details
of my complaint.

Prior to me taking legal advice, kindly forward to me the
contact
details of the escalation team who is dealing with my refund
request.

Unless this is done within seven days I will be handing matters
over to legal representation at the small claims court in
addition
to the appropriate Rail Passenger Committee (RPC).

Thank you for your prompt response and I am confident, mutually
agreeable solution to this issue.

Mark West"

I have still received no reply...

Can you help? It seems that my honesty is being replayed with
penalty by Southern who simply do not care and are keeping my
money
for no reason. Can I escalate this further and demand a
response?

I hope you can help.

Thanks

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

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

Location name: Train route between Gatwick Airport 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
Kram Tsew 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 Peter Dixon commented close 19:32 24 Oct 2012 #

Hello Mark

I am one of the FixMyTransport volunteers

My advice would be that you contact Passenger Focus with the details you have provided above

http://www.passengerfocus.org.uk/contact/passenger-help#complaint-form

I hope this helps.

Have you received the card?

Kind regards

anorak

admin
5 Southern Railways Customer Services responded to Kram Tsew close 15:09 26 Oct 2012 #

Dear Customer

Thank you for contacting us regarding a refund on the tickets
you have purchased.

As you would like to apply for a refund, we would require that
you send us a brief covering letter, attaching any tickets that
you may have, as we require hard copy proof that the tickets
have been purchased and a refund is required.

The address to send all the information to is as follows:

Southern Customer Services
PO BOX 3021
Bristol
BS2 2BS

Alternatively if you booked your tickets for collection via
ticket on departure and have not collected them then please send
a cover letter and print out of your booking confirmation to the
following address:

FREEPOST MONEY BACK GUARANTEE
MM Group
Unit 18
Coalfield way
ASHBY-DE-LA-ZOUCH
LE65 1JT

Once received, the Refund department will then be able to
process your claim.

As we never store any card details when a purchase has been made
using either a credit/ debit card, please supply a contact
telephone number, so these details can be obtained from you.

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 [72847-1351082758] on all communication.

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

Kind regards

Matt West
Southern Customer Services

Your message :

Dear Southern,

I contacted Southern Trains via their web form regarding a
ticket
that I purchased online whle working at Gatwick Airport. It is a
yearly staff discount ticket. Since booking the yearly Gatwick
Discount pass my company announced that it was to cease trading
at
Gatwick and I will therefore no longer qualify for discount to
and
from the airport. I have not yet had this ticket issued and so
asked for a full refund.

I received no response and so finally called them and was
advised
that they had 'mixed up' my correspondence with another refund
claim they were processing for me and advised that I should
write a
letter to the company, which I did,

I received the following unsatisfactory reply from Sacha Edwards
at
Southern Customer Services:

"Thank you for your letter dated 30th August 2012.

In regards to our conversation today at 16.25 on 20th September
2012 regarding your refund claim on your Gatwick discount card,
I
am sorry to say that it does state on our website that the
Gatwick
discount cards are non refundable. This can be found on the link
below:
http://www.southernrailwaytickets.com/ma....

I have forwarded all of your comments on to our escalations team
who will investigate this further for you.

Once again, please accept my sincerest apologies on this matter.

If you have any further questions, please feel free to contact
us
directly at: [Southern problem reporting email] or
www.southernrailway.com/your-journey/con...
you can also contact our Customer Service team by phone on
(08451
27 29 20), fax (08451 27 29 30) or in writing (Southern Customer
Services, PO Box 3021, Bristol, BS2 2BS)."

Having received no further contact from them I sent the
following
email:

"-----Original Message----- From: Mark West
[mailto:[email address]] Sent: 12 October 2012 07:48 To:
'Southern Rail Customer Services' Subject: RE: SR0000091626 -
Case
Reference : 20120906-449318

Dear Sasha,

To date I have had no response or acknowledgement from Southern
Railway Ltd. 'Escalation Team' to whom you claim you passed
details
of my complaint.

Prior to me taking legal advice, kindly forward to me the
contact
details of the escalation team who is dealing with my refund
request.

Unless this is done within seven days I will be handing matters
over to legal representation at the small claims court in
addition
to the appropriate Rail Passenger Committee (RPC).

Thank you for your prompt response and I am confident, mutually
agreeable solution to this issue.

Mark West"

I have still received no reply...

Can you help? It seems that my honesty is being replayed with
penalty by Southern who simply do not care and are keeping my
money
for no reason. Can I escalate this further and demand a
response?

I hope you can help.

Thanks

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

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

Location name: Train route between Gatwick Airport 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
Kram Tsew 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

Dear Customer

Thank you for contacting us regarding a refund on the tickets
you have purchased.

As you would like to apply for a refund, we would require that
you send us a brief covering letter, attaching any tickets that
you may have, as we require hard copy proof that the tickets
have been purchased and a refund is required.

The address to send all the information to is as follows:

Southern Customer Services
PO BOX 3021
Bristol
BS2 2BS

Alternatively if you booked your tickets for collection via
ticket on departure and have not collected them then please send
a cover letter and print out of your booking confirmation to the
following address:

FREEPOST MONEY BACK GUARANTEE
MM Group
Unit 18
Coalfield way
ASHBY-DE-LA-ZOUCH
LE65 1JT

Once received, the Refund department will then be able to
process your claim.

As we never store any card details when a purchase has been made
using either a credit/ debit card, please supply a contact
telephone number, so these details can be obtained from you.

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 [72847-1351082758] on all communication.

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

Kind regards

Matt West
Southern Customer Services

Your message :

Dear Southern,

I contacted Southern Trains via their web form regarding a
ticket
that I purchased online whle working at Gatwick Airport. It is a
yearly staff discount ticket. Since booking the yearly Gatwick
Discount pass my company announced that it was to cease trading
at
Gatwick and I will therefore no longer qualify for discount to
and
from the airport. I have not yet had this ticket issued and so
asked for a full refund.

I received no response and so finally called them and was
advised
that they had 'mixed up' my correspondence with another refund
claim they were processing for me and advised that I should
write a
letter to the company, which I did,

I received the following unsatisfactory reply from Sacha Edwards
at
Southern Customer Services:

"Thank you for your letter dated 30th August 2012.

In regards to our conversation today at 16.25 on 20th September
2012 regarding your refund claim on your Gatwick discount card,
I
am sorry to say that it does state on our website that the
Gatwick
discount cards are non refundable. This can be found on the link
below:
http://www.southernrailwaytickets.com/ma....

I have forwarded all of your comments on to our escalations team
who will investigate this further for you.

Once again, please accept my sincerest apologies on this matter.

If you have any further questions, please feel free to contact
us
directly at: [Southern problem reporting email] or
www.southernrailway.com/your-journey/con...
you can also contact our Customer Service team by phone on
(08451
27 29 20), fax (08451 27 29 30) or in writing (Southern Customer
Services, PO Box 3021, Bristol, BS2 2BS)."

Having received no further contact from them I sent the
following
email:

"-----Original Message----- From: Mark West
[mailto:[email address]] Sent: 12 October 2012 07:48 To:
'Southern Rail Customer Services' Subject: RE: SR0000091626 -
Case
Reference : 20120906-449318

Dear Sasha,

To date I have had no response or acknowledgement from Southern
Railway Ltd. 'Escalation Team' to whom you claim you passed
details
of my complaint.

Prior to me taking legal advice, kindly forward to me the
contact
details of the escalation team who is dealing with my refund
request.

Unless this is done within seven days I will be handing matters
over to legal representation at the small claims court in
addition
to the appropriate Rail Passenger Committee (RPC).

Thank you for your prompt response and I am confident, mutually
agreeable solution to this issue.

Mark West"

I have still received no reply...

Can you help? It seems that my honesty is being replayed with
penalty by Southern who simply do not care and are keeping my
money
for no reason. Can I escalate this further and demand a
response?

I hope you can help.

Thanks

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

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

Location name: Train route between Gatwick Airport 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
Kram Tsew 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
6 Southern Railways Customer Services responded to Kram Tsew close 06:54 19 Nov 2012 #

Dear Mark

Thank you for contacting us on 26 October 2012 concerning your
request for a refund on your Gatwick Staff Discount card. Please
accept my apologies for the delay in our response.

Unfortunately your request has been declined. This has been
raised to escalation level and the answer is still that we
cannot refund this.

This decision is made in line with the clause 12 of the
following terms and conditions:

1. Discounts are available across the Gatwick Staff Discount
Card [1]Area Map. Restrictions apply to discounts available
to and from selected stations surrounding the Southern
network. Please refer to the [2]map for more details.
2. Discounts are available on the following Ticket Types for
the duration of the Railcard:

* Season tickets: Weekly, Monthly, and other periods up
to the expiry date of the Gatwick Staff Discount Card
* Singles, Returns and Day Return tickets
* First and Standard Class tickets
* Anytime, Off-Peak and Super Off-Peak

3. Discounted tickets for travel with Southern, First Capital
Connect, South West Trains, Southeastern, London Overground
and First Great Western.
4. Railcards issued on or after 2 September 2012 are
additionally valid for discount on Gatwick Express Any
Permitted fare between Gatwick Airport and London Victoria.
This does not apply to Railcards issued on or before 1
September 2012.
5. Railcards issued on or after 2 September 2012 are not valid
for discounted Car Parking at any station.
6. Tickets can be bought from any Southern Ticket Office.
7. Your data will be stored by Southern and may be used for
research or marketing purposes by Southern but will not be
passed to third parties. Important information and updates
about the Gatwick Staff Discount Card will be sent to card
holders.
8. Gatwick Staff Discount Cards, and tickets issued in
association with them, are non-transferrable. Railcard
holders cannot buy tickets for anyone else but themselves.
9. Tickets are sold subject to the [3]National Rail Conditions
of Carriage.
10. Passenger Charter discounts do not apply.
11. Discounts do not apply to: London Underground, Travelcard,
Tramlink, Add-On Bus Link, PlusBus or Leisure / Admission
fares.
12. No refunds are available on the Gatwick Staff Discount Card.
13. Fraudulent use of the Gatwick Staff Discount Card may result
in the card being taken away, and prosecution.
14. The Gatwick Staff Discount Card is run by Southern in
conjunction with Gatwick Airport Ltd, Gatwick Express, First
Capital Connect, South West Trains, Southeastern, London
Overground and First Great Western.

Part of the National Rail Network. Britain's train companies
working together.

These can be viewed at the following link:

[4]http://www.southernrailwaytickets.com/ma...

Please accept my apologies for any disappointment and
inconvenience this may cause you.

If you wish to contact us further regarding your query, please
contact our Customer Service team directly at
[5][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 [72847-1351082758] on all communication.

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

Kind regards

Matt West
Southern Customer Services

Your message :

Dear Matt West,

If you had read the complaint you would realise that you already
HAVE ALL OF THESE IN YOUR POSESSION SINCE AUGUST 2012 and they
have been passes to your ?escalation team? by Sasha?!

Please respond,

M

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

Thank you for contacting us regarding a refund on the tickets
you have purchased.

As you would like to apply for a refund, we would require that
you send us a brief covering letter, attaching any tickets that
you may have, as we require hard copy proof that the tickets
have been purchased and a refund is required.

The address to send all the information to is as follows:

Southern Customer Services
PO BOX 3021
Bristol
BS2 2BS

Alternatively if you booked your tickets for collection via
ticket on departure and have not collected them then please send
a cover letter and print out of your booking confirmation to the
following address:

FREEPOST MONEY BACK GUARANTEE
MM Group
Unit 18
Coalfield way
ASHBY-DE-LA-ZOUCH
LE65 1JT

Once received, the Refund department will then be able to
process your claim.

As we never store any card details when a purchase has been made
using either a credit/ debit card, please supply a contact
telephone number, so these details can be obtained from you.

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 [72847-1351082758] on all communication.

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

Kind regards

Matt West
Southern Customer Services

Best wishes,

Mark West

[cid:image001.jpg@01CDB391.37C0E270] +44 (0) 7976 714461
[cid:image002.jpg@01CDB391.37C0E270] [email address]
[cid:image003.jpg@01CDB391.37C0E270] markyuk12
[cid:image004.jpg@01CDB391.37C0E270] [email address]

_________________________________________________________________________________________________________________________

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: [6]www.southernrailway.com/emaildisclaimer

References

Visible links
1. http://www.southernrailwaytickets.com/ma...
2. http://www.southernrailwaytickets.com/ma...
3. http://www.southernrailway.com/your-jour...
4. http://www.southernrailwaytickets.com/ma...
5. mailto:[Southern problem reporting email]
6. file:///tmp/www.southernrailway.com/emaildisclaimer

Dear Mark

Thank you for contacting us on 26 October 2012 concerning your
request for a refund on your Gatwick Staff Discount card. Please
accept my apologies for the delay in our response.

Unfortunately your request has been declined. This has been
raised to escalation level and the answer is still that we
cannot refund this.

This decision is made in line with the clause 12 of the
following terms and conditions:

1. Discounts are available across the Gatwick Staff Discount
Card [1]Area Map. Restrictions apply to discounts available
to and from selected stations surrounding the Southern
network. Please refer to the [2]map for more details.
2. Discounts are available on the following Ticket Types for
the duration of the Railcard:

* Season tickets: Weekly, Monthly, and other periods up
to the expiry date of the Gatwick Staff Discount Card
* Singles, Returns and Day Return tickets
* First and Standard Class tickets
* Anytime, Off-Peak and Super Off-Peak

3. Discounted tickets for travel with Southern, First Capital
Connect, South West Trains, Southeastern, London Overground
and First Great Western.
4. Railcards issued on or after 2 September 2012 are
additionally valid for discount on Gatwick Express Any
Permitted fare between Gatwick Airport and London Victoria.
This does not apply to Railcards issued on or before 1
September 2012.
5. Railcards issued on or after 2 September 2012 are not valid
for discounted Car Parking at any station.
6. Tickets can be bought from any Southern Ticket Office.
7. Your data will be stored by Southern and may be used for
research or marketing purposes by Southern but will not be
passed to third parties. Important information and updates
about the Gatwick Staff Discount Card will be sent to card
holders.
8. Gatwick Staff Discount Cards, and tickets issued in
association with them, are non-transferrable. Railcard
holders cannot buy tickets for anyone else but themselves.
9. Tickets are sold subject to the [3]National Rail Conditions
of Carriage.
10. Passenger Charter discounts do not apply.
11. Discounts do not apply to: London Underground, Travelcard,
Tramlink, Add-On Bus Link, PlusBus or Leisure / Admission
fares.
12. No refunds are available on the Gatwick Staff Discount Card.
13. Fraudulent use of the Gatwick Staff Discount Card may result
in the card being taken away, and prosecution.
14. The Gatwick Staff Discount Card is run by Southern in
conjunction with Gatwick Airport Ltd, Gatwick Express, First
Capital Connect, South West Trains, Southeastern, London
Overground and First Great Western.

Part of the National Rail Network. Britain's train companies
working together.

These can be viewed at the following link:

[4]http://www.southernrailwaytickets.com/ma...

Please accept my apologies for any disappointment and
inconvenience this may cause you.

If you wish to contact us further regarding your query, please
contact our Customer Service team directly at
[5][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 [72847-1351082758] on all communication.

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

Kind regards

Matt West
Southern Customer Services

Your message :

Dear Matt West,

If you had read the complaint you would realise that you already
HAVE ALL OF THESE IN YOUR POSESSION SINCE AUGUST 2012 and they
have been passes to your ?escalation team? by Sasha?!

Please respond,

M

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

Thank you for contacting us regarding a refund on the tickets
you have purchased.

As you would like to apply for a refund, we would require that
you send us a brief covering letter, attaching any tickets that
you may have, as we require hard copy proof that the tickets
have been purchased and a refund is required.

The address to send all the information to is as follows:

Southern Customer Services
PO BOX 3021
Bristol
BS2 2BS

Alternatively if you booked your tickets for collection via
ticket on departure and have not collected them then please send
a cover letter and print out of your booking confirmation to the
following address:

FREEPOST MONEY BACK GUARANTEE
MM Group
Unit 18
Coalfield way
ASHBY-DE-LA-ZOUCH
LE65 1JT

Once received, the Refund department will then be able to
process your claim.

As we never store any card details when a purchase has been made
using either a credit/ debit card, please supply a contact
telephone number, so these details can be obtained from you.

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 [72847-1351082758] on all communication.

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

Kind regards

Matt West
Southern Customer Services

Best wishes,

Mark West

[cid:image001.jpg@01CDB391.37C0E270] +44 (0) 7976 714461
[cid:image002.jpg@01CDB391.37C0E270] [email address]
[cid:image003.jpg@01CDB391.37C0E270] markyuk12
[cid:image004.jpg@01CDB391.37C0E270] [email address]

_________________________________________________________________________________________________________________________

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: [6]www.southernrailway.com/emaildisclaimer

References

Visible links
1. http://www.southernrailwaytickets.com/ma...
2. http://www.southernrailwaytickets.com/ma...
3. http://www.southernrailway.com/your-jour...
4. http://www.southernrailwaytickets.com/ma...
5. mailto:[Southern problem reporting email]
6. file:///tmp/www.southernrailway.com/emaildisclaimer
7 Kram Tsew commented and marked the problem as fixed. close 18:15 15 Dec 2012 #

Southern Customer Service department is incredibly inept. The people who have replied to me from Southern have not listened to the scenario and simply recited 'rules' with no attempt made to look at the mitigating circumstances of my request,

I asked on a number of occasions to speak to a manager and this was refused. I was told, "we don't have any managers' and also, "It's no use speaking to a manager because they will only tell you what I have".

I asked for my case to be escalated to a management team and I received a poorly worded email in response saying that it had been escalated. Eventually I received another poorly worded (grammar appalling) email send, apparently from the Escalation Team stating exactly the same (cut and paste) of the originaal email.

Pursuing this case has taken 6 months to chase and has been more than frustrating.

Thanks to FixMyTransport a cheque was raised within days of my contacting them for assistance. THANK YOU!