Chiswick To Exeter St Davids ticket - dispute at barrier line

[Coolzac]

Hi everyone,

I have a super off peak return via Honiton from Chiswick to Exeter St Davids. I bought it from Chiswick as on my return journey that's where I'll be returning to. However, on my outward journey I tried to start it from Wandsworth Town, as this is closest to where I live. This is on the way from Chiswick to Clapham Junction before I change trains to get on the Exeter train. Given that this is a flexible ticket I would have assumed this was something that was fine to do. However, the person at the barrier told me it was not a valid way to get to Clapham Junction. He said he couldn't let me through as I had no valid ticket to Clapham Junction and this was what his training taught him.

He was adamant and unfortunately with my train fast approaching I had to use my contactless for the journey to Clapham Junction instead.

Was he right? I'm confused as has I started my journey from Chiswick I would have to go through Wandsworth Town.

Thanks for your help!

 

[Mcr Warrior]

Interesting. Presume you had a Super Off Peak Return from Chiswick to Exeter St. Davids route via Honiton with a cross London transfer included and priced at £79.00 before Railcard discount. Or was it the £71.00 "via Honiton not Ldn" variant?

So, can you start at Wandsworth Town on such a ticket?

 

[Coolzac]

It was the £71 via Honiton not via London variant.

Yes, exactly. I presumed I could start at Wandsworth Town, but the member of staff at the barrier said I couldn't.

 

[mikeg]

Perfectly valid according to nre. The ticket is also valid for break of journey.
I would put in a complaint and seek your money back. Its not even like its some kind of loophole. Trains from Chiswick to Clapham Junction often go via Wandsworth Town.

 

[Haywain]

Perfectly valid according to nre. The ticket is also valid for break of journey.
I would put in a complaint and seek your money back. Its not even like its some kind of loophole. Trains from Chiswick to Clapham Junction often go via Wandsworth Town.

I agree but there should be two complaints, one to South Western Railway in respect of the gateline operator and one (perhaps not a complaint as such) to the Oyster helpline asking for your charge to be refunded.

 

[Edsmith]

This sort of thing really annoys me, surely it's just common sense that the ticket is valid as the Chiswick to Clapham Junction journey would have taken the OP through Wandsworth Town. I realise that the OP was in a hurry but in different circumstances I'd have asked to speak to the station manager at Wandsworth Town about it and I would certainly follow this up and up and demand a refund.

 

[30907]

Trains from Chiswick to Clapham Junction often go via Wandsworth Town.

Always, in fact.
There is an alternative route from Chiswick to Honiton changing at Weybridge and Woking, but using it is not compulsory.

 

[yorkie]

This sort of thing really annoys me, surely it's just common sense that the ticket is valid as the Chiswick to Clapham Junction journey would have taken the OP through Wandsworth Town. I realise that the OP was in a hurry but in different circumstances I'd have asked to speak to the station manager at Wandsworth Town about it and I would certainly follow this up and up and demand a refund.

Unfortunately not all gateline staff apply common sense; I know from personal experience.

The ticket was valid but having a valid ticket isn't always sufficient for some of these people.

 

[Watershed]

I agree but there should be two complaints, one to South Western Railway in respect of the gateline operator and one (perhaps not a complaint as such) to the Oyster helpline asking for your charge to be refunded.

I don't see the basis on which the latter contact/complaint would be founded. This is a matter which is entirely between the OP and SWR.

 

[yorkie]

I would start by asking SWR to refund the PAYG fee; if they do not do so, then contact the helpdesk. Failing that, perhaps a chargeback (if it was on credit card)?

 

[miklcct]

I would start by asking SWR to refund the PAYG fee; if they do not do so, then contact the helpdesk. Failing that, perhaps a chargeback (if it was on credit card)?

If they do not do so, will a small claim be a better option then requesting a chargeback? There is nothing wrong with the PAYG system here and a chargeback will not make SWR to compensate the money.

 

[Coolzac]

Thanks for your help everyone!

I have written a complaint to SWR and will let you know the outcome.

 

[Coolzac]

I got this reply from SWR:

Thank you for contacting us.
The situation as you describe it does not reflect the professional, polite or helpful standards of behaviour we expect our staff to work to. We place a high level of importance on delivering an exceptional standard of customer service and as such invest heavily into the training of our employees. It is very disappointing that individuals have overlooked these standards.
I would like to take this opportunity to assure you that your complaint will be investigated in full. A copy of your correspondence is to be sent to the relevant manager for the individual concerned. The Manager will then decide the best course of action to take with regard to the matter. They will interview the member of staff and a number of options are then open to them that include retraining the staff member, verbal or formal warnings.
The investigating Manager will only get in touch with you, should more information be required to conduct the investigation. Due to the current employment law that exists to protect employees we are unable to share with you any information about action taken against a staff member. I do appreciate that this is frustrating for you but I assure you that your complaint will be investigated using a set process and the most appropriate action will be taken.
Once again, please accept my apologies for the incident. I do hope you will feel reassured that we share your frustrations with regard to this matter and will act upon your complaint to improve the standards of customer service in the future.
In regards to the extra fee you had to pay, I have now raised a cheque for £2.60, please allow up to 20 working days for this cheque to arrive.
Kind regards,



I'm happy that they have taken it seriously. The refund is nice but hopefully they can use it as a valuable training exercise.

 

[spag23]

When a passenger's misdemeanour involves a TOC in several hours of work to process a remedy, they charge the passenger the fare plus a hundred pounds. But when it's the other way round, the TOC sends the passenger just £2.60. This tells us something the industry's attitudes, doesn't it?

 

[Edsmith]

I got this reply from SWR:

Thank you for contacting us.
The situation as you describe it does not reflect the professional, polite or helpful standards of behaviour we expect our staff to work to. We place a high level of importance on delivering an exceptional standard of customer service and as such invest heavily into the training of our employees. It is very disappointing that individuals have overlooked these standards.
I would like to take this opportunity to assure you that your complaint will be investigated in full. A copy of your correspondence is to be sent to the relevant manager for the individual concerned. The Manager will then decide the best course of action to take with regard to the matter. They will interview the member of staff and a number of options are then open to them that include retraining the staff member, verbal or formal warnings.
The investigating Manager will only get in touch with you, should more information be required to conduct the investigation. Due to the current employment law that exists to protect employees we are unable to share with you any information about action taken against a staff member. I do appreciate that this is frustrating for you but I assure you that your complaint will be investigated using a set process and the most appropriate action will be taken.
Once again, please accept my apologies for the incident. I do hope you will feel reassured that we share your frustrations with regard to this matter and will act upon your complaint to improve the standards of customer service in the future.
In regards to the extra fee you had to pay, I have now raised a cheque for £2.60, please allow up to 20 working days for this cheque to arrive.
Kind regards,



I'm happy that they have taken it seriously. The refund is nice but hopefully they can use it as a valuable training exercise.

Credit to SWR for that, although they could have perhaps sent you some vouchers as a gesture of goodwill?

 

[swt_passenger]

I think I’d definitely take a copy of that letter with me if ever attempting the same move at Wandsworth Town…

 

[SCDR_WMR]

When a passenger's misdemeanour involves a TOC in several hours of work to process a remedy, they charge the passenger the fare plus a hundred pounds. But when it's the other way round, the TOC sends the passenger just £2.60. This tells us something the industry's attitudes, doesn't it?

Are you expecting them to give compensation? I'm sure if the person involved actively pursued it they may be offered free travel tickets or something similar.

The TOC are covering their own costs as it was them at fault, where passengers are at fault the passenger pays for the cost of the investigation. It's what most people would accept as correct.

 

[Watershed]

The TOC are covering their own costs as it was them at fault, where passengers are at fault the passenger pays for the cost of the investigation. It's what most people would accept as correct.

I think you have that completely the wrong way round

The party at fault should bear all costs. SWR are at fault here, so need to cover their own costs as well as an approximation for the OP's time spent dealing with this breach of contract.

 

[spag23]

Are you expecting them to give compensation? I'm sure if the person involved actively pursued it they may be offered free travel tickets or something similar.

The TOC are covering their own costs as it was them at fault, where passengers are at fault the passenger pays for the cost of the investigation. It's what most people would accept as correct.

I think you have that completely the wrong way round

The party at fault should bear all costs. SWR are at fault here, so need to cover their own costs as well as an approximation for the OP's time spent dealing with this breach of contract.

Exactly my thoughts, Watershed. SCDR_WMR's asymmetric position seems to be that the TOC never has to provide reasonable compensation to the wronged party, whilst demanding money in the reverse situation. The same attitude I flagged as unacceptable at #14.