I am sure that EK Johnson (Letters, September 27) is just one of many of my constituents who has suffered at the hands of Southern Rail’s Delay Repay system.

What began as a relatively efficient compensation service has descended into chaos over the past year.

Once a delay claim is submitted, and then gets lost or forgotten, it is no longer possible to speak with anybody from Southern on the phone to find out what’s going on.

Questions must now be asked by email, which means it can take months to get responses to even the simplest questions – like whether or not a claim has even been received and why it might be taking so long.

Those who submit claims online have been particularly frustrated as it is essentially an automated service. How claims can continually get lost in the system is beyond me. Poor treatment of claimants simply adds insult to injury.

I have passed on commuters’ concerns several times recently and expect a full reply shortly from Southern on what is going on. If I don’t receive a satisfactory response, I will act accordingly when Southern’s franchise comes up for renewal.

Mike Weatherley, Conservative MP for Hove and Portslade