Cheapest tickets hidden by rail firms
Passengers told to find lowest train prices as staff do not have the time
TRAIN passengers must find the cheapest fares themselves because companies are under “no obligation” to help, one of Britain’s largest rail firms has claimed.
Last night ministers threatened to intervene after it emerged that train operators were able to exploit a legal loophole to sell customers expensive tickets. In an email exchange seen by
The Daily Telegraph, First Great Western said its policy for station staff was to presume people had researched the best deals “by the time the passenger is requesting their tickets at the booking office”.
It was “unrealistic” to expect customer service staff to ensure tickets were offered at the best price, the email said. As a result, people were legitimately sold “anytime” tickets during off-peak hours and could be paying double the correct fare for their journeys.
A spokesman for the firm, which serves the South West and Wales, and whose staff are staging a threeday strike over the bank holiday weekend, confirmed that the email reflected its policy. It is understood the stance does not break the law.
Claire Perry, the rail minister, said: “The most important part of the railway is its customers, and they must be able to trust that they are getting the best possible deal every time they travel. If this is not happening, it is unacceptable.
“Train companies must get better at giving their customers information about ticket options in a straightforward way. I will not hesitate to hold operators to account if they do not take this issue seriously.”
The Rail Delivery Group, which represents train operators and Network Rail, said First Great Western’s policy was compliant with consumer law and a voluntary code of conduct on ticket sales introduced by the industry in March.
But Martin Abrams, of the Campaign for Better Transport, said passengers were frequently pay- ing too much because of the “hugely overcomplicated” fares system. He compared the revelations to the self-service ticket machine scandal detailed by this newspaper last October, when it was disclosed that rail passengers were overpaying by as much as £100 because they were routinely denied the cheapest fares.
“While train companies cannot wilfully mis-sell, there is a grey area where people are being sold tickets for inflated prices,” he said.
As well as greatly varying prices for anytime, off-peak and advance fares, some train lines have multiple operators that charge a different price for identical journeys.
In its emails, First Great Western said customers who wanted the best deal had to ask specifically.
“I realise that it would be a more positive experience for our customers if our booking office colleagues do provide any alternatives or extra information at the time of booking ... but they are under no obligation to offer anything other than that which has been asked for,” the email explained.
“By the time the passenger is requesting their tickets at the booking office, it is assumed they have already made the necessary enquiries into available fare options, and are asking for the fare they want. It therefore remains the passenger’s responsibility to ensure they’re asking for the fare that is best for their particular requirements, or at the least, to instigate the necessary enquiries.”
Louise Ellman, the chairman of the transport committee of MPs, said the rules “should be revisited”, so passengers were “not left at the mercy of the complex fare system”.
A spokesman for First Great Western said: “We are obliged to sell the correct ticket for the journey and will ask when people are returning to ensure we are selling the best product for the customer’s needs. That does not mean to say that it will be the cheapest. The ticket office will sell you the most direct route for the journey time.”