Inquiry into ‘rip-off ’ rail ticket machines
THE rail watchdog is to hold an investigation into “ripoff ” ticket machines after a
Telegraph investigation found that passengers are routinely being denied the cheapest fares.
Joanna Whittington, chief executive of the Office of Rail and Road, said research suggests that one in 20 passengers are being sold rail tickets from machines that are too expensive. An investigation by The
Telegraph in 2014 found that customers were being made to pay double the required fare because machines promoted the most expensive tickets and “buried” the cheapest options.
It also emerged that rail companies have failed to offer cheaper fares sold at other operators’ machines just feet away, and have declined to offer discounted fares for groups and families. This means tickets from machines could be up to £100 more expensive than those bought at booking offices.
In evidence to a parliamentary committee, Ms Whittington cited an industry study that found one in 20 passengers were not “being provided with the right ticket as a result of purchasing from a vending machine”. She conceded this was “a lot of people” but wanted to see how widespread the problem was because only a relatively small number of passengers – 190 – had been surveyed.
Ms Whittington told the transport select committee that this level of mis-selling is “potentially an issue in its own right”. She said she had ordered an investigation “before we decide whether enforcement action against individual operators” is the most effective way forward.
The ORR said it was undertaking “mystery shopper” research into the information passengers get when they use ticket machines and would be reporting back in spring next year.
Anthony Smith, chief executive of Transport Focus, the passenger watchdog, said: “At the moment, with things like vending machines, the quality of the information printed on the ticket is totally substandard.
“What does ‘any route permitted’ mean? It is just dumped on the passenger who is left to sort it out.”