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To be fair to them, apart from the lady at Preston Park station whose face looks like a slapped arse, they are alright at customer service - there twitter presence is useful and responsive and all delay repays have been paid on time.

Directly from him yes. It was all a little embarrassing as I sent him a rant in pure frustration of another delayed service and late night home, and when he responded directly I didn't expect it. He is a regular commuter and I've seen him on the train a number of times.

Just email him, I got a response a few years back, seemed to be pleasant and reasonable - just don't be rude. chris.burchell@southernrailway.com He is also on Linked In.