Southern refusing to reimburse taxi - advice please!

[Haywain]

If station staff told someone to take a taxi and they instead took a private hire (Uber is definitely a private hire and not a taxi, I'm assuming the other two are too), would that still be covered by an expenses claim?

It would take churlishness to a degree that even Southern haven't yet reached to argue that they are not taxis.

 

[williamn]

No (to answer one question) they’ve not produced a deadlock letter as they’re now seemingly more amenable to considering my claim. Given they have already seen the receipt which I sent with my first claim the cynic in me thinks they’re asking for details they know I don’t have in order to further dissuade me from claiming.

 

[gray1404]

How did you pay for the taxi? By bank card? If you upload a copy of the receipt we can see what we're dealing with.

 

[MotCO]

If you have a photo of the taxi meter, does this provide any licence numbers / serial numbers / meter numbers etc which could link it to a cab company?

Also, do you have a Google timeline showing your journey that night? That might help prove the route you took, the fact that you went on to Brighton etc etc.

 

[williamn]

Taxi was paid by card. The receipt literally just has the amount and date on it.
The metre in the picture has a serial number on it but that seems like an extreme level of work on my part to link it to a company!
I think given I know the details of the disruption, have a ticket from the journey have a geolocated photo of the taxi meter and the fare is (as others have noted) within what is expected for that distance and time it would be hard to contest this. It would also be a ridiculous amount of work to invent all of this just to claim £30!

 

[Bletchleyite]

If paid by card does your bank statement not identify the company?

 

[williamn]

If paid by card does your bank statement not identify the company?

Nope, it just says Taxi, Brighton and Hove and a postcode. I've googled that postcode and taxi but nothing came up. So it's probably a sole trader.

 

[Fawkes Cat]

Nope, it just says Taxi, Brighton and Hove and a postcode. I've googled that postcode and taxi but nothing came up. So it's probably a sole trader.

I think what everyone is dancing round but not quite saying is that you need to tell them what information you have and what you don't, and explain that
- you can add no more, and
- in your view it is adequate to prove that you made and paid for the journey

Of your own free will, also show them what you have on your credit card bill, and request that they now
- pay the amount, or
- as previously requested, issue a deadlock letter.

 

[WesternLancer]

Yeah it's quite naive from them - you can knock a receipt up for free on Canva and send it in.

I would not think creating some sort of other receipt is a wise move at all (or editing the one the OP already has) esp given that AIUI the OP already sent them a copy of the original (non doctored receipt).

If, as it looks the case, this might end up with an Ombudsman or with a small claims court claim, I'd be sticking to what I have and showing Southern to be the unreasonable party - not forging docs to support Southern's unreasonable requests for specifically detailed documentation.

 

[AlterEgo]

I would not think creating some sort of other receipt is a wise move at all (or editing the one the OP already has) esp given that AIUI the OP already sent them a copy of the original (non doctored receipt).

If, as it looks the case, this might end up with an Ombudsman or with a small claims court claim, I'd be sticking to what I have and showing Southern to be the unreasonable party - not forging docs to support Southern's unreasonable requests for specifically detailed documentation.

I wasn't suggesting for the OP to knock one up, just that it's a pointless pretend piece of assurance from them. Very stupid company.

 

[williamn]

I’ve gone back to tell them what I’ve got, offered to show them pic of meter and bank statement and said that if that doesn’t satisfy them to issue me with a deadlock letter. Stay tuned for the next instalment…

 

[WesternLancer]

I wasn't suggesting for the OP to knock one up, just that it's a pointless pretend piece of assurance from them. Very stupid company.

Thanks - I guess I misunderstood your suggestion.

 

[williamn]

The latest from Southern. This is getting ridiculous now. I just want my deadlock letter. The train was 100% showing as cancelled but there’s no way of proving this now. Plus I’ve already sent my ticket.

Just realised I have Twitter correspondence with Southern from the night. They advised me to check with station staff at Haywards Heath. I subsequently tweeted to say I had been advised to go to Brighton.

Thank you for your email, to clarify the service wasn’t cancelled from Haywards Heath at any point and wasn’t reinstated. The train service was due to depart Haywards Heath as scheduled and departure boards were reflecting this. The only part of the journey which was cancelled were the earlier stops between London Victoria and Gatwick Airport.



The 23:30 service was scheduled to run and was delayed by 30 minutes before departing Haywards Heath. There wasn’t any information passed onto staff at Haywards Heath or updated on information screens there to advise the service was cancelled.



Can you please provide details of the staff members you spoke to at Haywards Heath station? How many did you speak to, were there announcements made at the station? Can you also forward a copy of your rail ticket.

 

[Horizon22]

On going back to ask for a deadlock letter they’ve said they’ll review my taxi claim again as long as I can provide a taxi receipt which shows:

1. Price of the taxi.
2. Date the taxi journey was made.
3. Origin station.
4. Destination station.
5. logo of the taxi company

The receipt I have doesn’t have these aside from date and price. Without the name of the taxi company I can’t get one issued either. I was instructed by staff to get a receipt and picture of the metre, they didn’t mention any of this. Just feels like Southern are doing absolutely everything to avoid paying up.

Did you pay by card or cash? If the former, surely there will be some sort of detail on your online/app for your bank even if sometimes the retailer doesn't quite match the actual name. Obviously if it's the latter its not helpful.

Edit: I see you've answered that. Surprised it isn't in more detail.

 

[AlterEgo]

The latest from Southern. This is getting ridiculous now. I just want my deadlock letter. The train was 100% showing as cancelled but there’s no way of proving this now. Plus I’ve already sent my ticket.

Thank you for your email, to clarify the service wasn’t cancelled from Haywards Heath at any point and wasn’t reinstated. The train service was due to depart Haywards Heath as scheduled and departure boards were reflecting this. The only part of the journey which was cancelled were the earlier stops between London Victoria and Gatwick Airport.



The 23:30 service was scheduled to run and was delayed by 30 minutes before departing Haywards Heath. There wasn’t any information passed onto staff at Haywards Heath or updated on information screens there to advise the service was cancelled.



Can you please provide details of the staff members you spoke to at Haywards Heath station? How many did you speak to, were there announcements made at the station? Can you also forward a copy of your rail ticket.

You need to specifically ask them - again - for a deadlock letter. Say no more. Just a sentence.

 

[Horizon22]

The latest from Southern. This is getting ridiculous now. I just want my deadlock letter. The train was 100% showing as cancelled but there’s no way of proving this now.

Southern can absolutely prove this. CIS historical data goes back 28 days.

 

[Bletchleyite]

You need to specifically ask them - again - for a deadlock letter. Say no more. Just a sentence.

There's no deadlock at present. While they are being awkward, they are still offering options to progress. A deadlock is when there's been an absolute statement that under no circumstances will their position change.

 

[James H]

How much has Southern now spent fighting this vs just paying up?

 

[ainsworth74]

There's no deadlock at present. While they are being awkward, they are still offering options to progress. A deadlock is when there's been an absolute statement that under no circumstances will their position change.

Disagree. The OP has made their position clear regarding their request and Southern are now dancing around coming up with fanciful ways of trying to wriggle out of paying. There's clearly a deadlock at this point. Southern can't just have unlimited bites at the cherry.

As per @AlterEgo, go back and ask for a deadlock letter as there's nothing more you can do whilst Southern are being as difficult as this.

 

[WesternLancer]

Presumably you can refer a matter to the Ombudsman without specifically needing a deadlock letter? Because otherwise the organisation would frustrate the process of involving the Ombudsman by simply failing to produce a deadlock letter.

== Doublepost prevention - post automatically merged: 22 Jan 2025 ==

How much has Southern now spent fighting this vs just paying up?

Even if the Ombudsman is not that great presumably they will spend even more responding to the Ombudsman as well....in terms of staff time dealing with the matter.

 

[Watershed]

Presumably you can refer a matter to the Ombudsman without specifically needing a deadlock letter? Because otherwise the organisation would frustrate the process of involving the Ombudsman by simply failing to produce a deadlock letter.

You can proceed to the Ombudsman even if you don't have a deadlock letter, once 8 weeks have passed from submitting the original complaint. This is a common timeframe for Ombudsmen across different industries, to give the company a reasonable period to investigate the claim/complaint.

I wouldn't be engaging in any more ping pong with Southern, I'd send a brief response such such as the follloowing:

I am not prepared to enter into fruitless further 'back and forth' regarding this claim. I have already provided a full explanation of the circumstances which resulted in my stranding at Brighton. I either require payment, or a letter of deadlock so that I can escalate this matter.

 

[Western Sunset]

Southern:

Thank you for your email, to clarify the service wasn’t cancelled from Haywards Heath at any point and wasn’t reinstated. The train service was due to depart Haywards Heath as scheduled and departure boards were reflecting this. The only part of the journey which was cancelled were the earlier stops between London Victoria and Gatwick Airport.

The 23:30 service was scheduled to run and was delayed by 30 minutes before departing Haywards Heath. There wasn’t any information passed onto staff at Haywards Heath or updated on information screens there to advise the service was cancelled.

Southern is being disingenuous / econonomical with the truth.

The train you planned to catch at Haywards Heath (1F68 2246 Vic - Eastbourne) didn't run between Vic and HHE.
At 23.23:33 its origin was changed from Vic to being Haywards Heath (due to third rail defect). It left HHE 30m late at 00.30.

So the train was cancelled between Vic and HHE, but only shown as starting from HHE at 23.23; just as your train was pulling into the station.
Obviously station staff at HHE had'nt got the message between you arriving (1 m early) at 2324, and departing for Brighton (1 m late at 23.26.

Miscommunication with those on the ground.

Just pay up Southern...

 

[Horizon22]

Southern is being disingenuous / econonomical with the truth.

The train you planned to catch at Haywards Heath (1F68 2246 Vic - Eastbourne) didn't run between Vic and HHE.
At 23.23:33 its origin was changed from Vic to being Haywards Heath (due to third rail defect). It left HHE 30m late at 00.30.

So the train was cancelled between Vic and HHE, but only shown as starting from HHE at 23.23; just as your train was pulling into the station.
Obviously station staff at HHE had'nt got the message between you arriving (1 m early) at 2324, and departing for Brighton (1 m late at 23.26.

Miscommunication with those on the ground.

Just pay up Southern...

Yes it is incredibly unfortunate timing for the OP, but Southern definitely made the alteration after the arrival of the train the OP was originally on. The train had previously been cancelled for much longer than the reinstatement.

With the timing of the (new) alteration to start the service from Haywards Heath, there's little to no chance that will filter through to the station that quickly so the station staff were providing the information that they believed to be correct at the time they asked.

 

[williamn]

Thank you. Where is this information from?

 

[Horizon22]

Thank you. Where is this information from?

Likely to be internal industry data, whereby previous CIS data can be researched up to 28 days in the past.

 

[Western Sunset]

login 7410p

 

[williamn]

login 7410p

Many thanks. A new website to me, not that any of this detailed digging should be necessary.

 

[Western Sunset]

Many thanks. A new website to me, not that any of this detailed digging should be necessary.

Indeed.

 

[Horizon22]

In addition, the service was showing cancelled throughout from about 2215 onwards (until it's part reinstatement).

 

[talldave]

Many thanks. A new website to me, not that any of this detailed digging should be necessary.

I would be invoicing them for wasted time, once the taxi fare has been refunded.