A lack of knowledge among ticket staff

I have received an alarming email from a reader who bought an Off-Peak Return from Cambridge to Reading (£41.60 with Network Railcard), and had arrived at Paddington in time for the 1802 Bristol Temple Meads service that runs non-stop to Reading.

He was refused access at the barrier, so went to the information desk on the concourse, but they also said it was not valid on the 1802.

Our reader had downloaded the ticket restriction code (Y4) and its details onto his smartphone. These clearly showed that the only restriction is in the morning out of Cambridge and that there is no afternoon restriction whatever out of Paddington. The staff were not interested in looking at his phone because they “knew” that the ticket wasn’t valid.

Finally, he went to the ticket office and the same thing happened. He was told he could only use local TfL services, which meant he arrived at Reading 45 minutes later than the 1802. He then contacted me.

It is true that local OP tickets between London and Reading are only valid on TfL services in the peak. But this is a Cambridge-Reading ticket priced by Great Northern/Thameslink, and restrictions only apply north of the Thames. Any Great Western Railway member of staff should know that.

That three staff in a row - in key positions such as customer helpdesk and ticket office - don’t know and don’t even care is disgraceful.

I ran the journey through the National Rail Journey Planner, and it immediately accepted use of the 1802 Paddington-Reading. I have suggested our reader puts in for Delay Repay on the grounds that he was refused access to a valid train. GWR must be called to account here.