Southernrailway cancelled my full booking and I was forced to pay 3x the cost

A question about : Southernrailway cancelled my full booking and I was forced to pay 3x the cost

Hi everyone,

Long story short, I booked two advance journeys on southernrailway.com and cancelled one, the website gives you the ability to select which tickets on which journey you want refunded, choice of reason - Money back guarantee in my case - and a total amount to be refunded.

The day prior to our uncanelled journey I received two emails from SR, both the cancelled and uncancelled journey were cancelled.
I called the next morning, customer services originally told me to attempt to print the tickets to get me off the line. Then changed their tune once bothering to look the booking up and then continued to state that entire bookings will be cancelled regardless of how many journeys were selected for refund and agreed that it does not state that on the website. Despite customer services agreeing with me, they would not do anything to help and said my only option was to buy a new ticket regardless of it being 3x the price and that a complaint had been made and would be emailed to me shortly (which amazingly hasn't). As the journey was to get us to the airport, I had no choice and forked out the ridiculous price.

Fortunately I've recorded the calls (I was blatantly hung up on the first time) and informed them that I was doing so.

Seems to me there's been an disgusting change to customer service in the last few years and have had many promises broken, whilst a very few number of problems have been solved with ease. Quite sad what businesses are now stooping here in the U.K.

What should I do?
Which ombudsman or watchdog body can I escalate this to?

Please help if you can.

Best answers:

• Thank you, really appreciated.
• Thanks to PassengerFocus following up with Southern numerous times and pushing them to deal with my complaint, I have finally had a response. Southern have deeply apologised for the mistake and their response to dealing with the problem and will be giving me a complete refund for the full price of the replacement ticket.
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