Glagow to Edinburgh with First Scotrail

[Tessa]

If you haven't experienced this journey, please be aware that the difference between a single off peak and return off peak is 10p - make sure you buy a return as it's easy at the self-service machines to get the wrong one as I did yesterday. Here is my blog post of how much of a nightmare this was!!!
http://tessaheywood.wordpress.com/2011/10/18/cant-be-arsed/

 

[LexyBoy]

Lesson is, don't use ticket machines.

For Off Peak tickets, almost everywhere in the country a single is nearly the same price as a return.

If you need to change your ticket, you must (officially) do so immediately after purchase - I think an hour or so is usually allowed. So it seems that you found someone who was willing to go out of their way and bend the rules to excess your (then spent) Single to a Return.

 

[AlterEgo]

Common knowledge I'm afraid - most Off Peak Returns obey this rule

However, if you realise you've bought a single in error, booking office staff may excess you the extra x pounds or pence to the return, provided you do it before you use the ticket!

Actually someone has used discretion here in selling you a ticket which had been technically used.

 

[tony_mac]

I've done this before - and took it to the ticket office instead of boarding a train. It was changed with no fuss.
It was your mistake, you have to accept that might inconvenience you, rather than blaming everybody else.

 

[LexyBoy]

However, if you realise you've bought a single in error, booking office staff may excess you the extra x pounds or pence to the return, provided you do it before you use the ticket!

May? I thought that tickets could be refunded or exchanged at no extra cost from the point of purchase if the wrong ticket is purchased or if the customer decides not to travel - is this only discretionary then?

In this case she was very lucky as the member of staff concerned only had her word and a receipt to go on! (It is disappointing that the guard on the first train would not do the excess though).

 

[Dewedin]

You obviously didn't give yourself enough time at the station to purchase your ticket without rushing. It would only have been 15 minutes until the next train.

The return ticket is a day return and the tiny difference is essentially due to the return journey being 'free' if you're going back the same day. The real injustice on this route is that there is no period return available.

I would also have expected the barrier to retain my ticket and exited through the manned barrier at Haymarket. Your labelling of staff as 'couldn't be arsed' is more than a bit sharp considering the circumstances.

 

[cuccir]

From the post though, it seems that no-one tried to explain to Tessa what had happened, what she could do in the future, or any such things. "I can't do anything about it" (presuming her quote is accurate) and "sorry - in the future, you can excess this before travelling" are much different forms of customer service, without bending the rules as eventually happened.

(It is disappointing that the guard on the first train would not do the excess though).

I agree, I think this seems the post obvious moment for doing an excess

--
Edit - I do think the OP is being a bit harsh on the second/third members of staff though: without the actual ticket it's really up to them taking your word for it, and there's no particular reason for them to do that!

 

[AlterEgo]

May? I thought that tickets could be refunded or exchanged at no extra cost from the point of purchase if the wrong ticket is purchased or if the customer decides not to travel - is this only discretionary then?

In a word, yes.

The booking office may decide to excess the fare to a return if they are satisfied that no misuse has occurred/is occurring (i.e. customer picks up a used single ticket off the floor - hey presto! Only costs them 10p for a journey), and that the customer did make a genuine mistake.

 

[firespire]

It would only have been 15 minutes until the next train.

They obvious “couldn't be arsed” wait for the next train.

It just sound like an irate person who after noticing their mistake, didn't bother to take any time to sort it out at Glasgow station, simply preferring to get annoyed with the train guard was unable to do anything and didn't like getting told that Glasgow station was the place they should have sorted it out.

 

[Greenback]

Tessa, ypu made the initial mistake, and you really should have sorted it out immediately. It would have been far less hassle for you, and you would not have been so angry at the staff who did not help.

As has been said, it is common across the UK for m off peak single to be almost the same price as a return. I cna appreciate that it's an easy mistake to make when using a TVM, particularly if you are rushing, or distracted by having a conversation with a friend or on a mobile.

Still, it's difficult to see how TOC's (or other organisations) can ensure that people don't make these mistakes. I have made mistakes when booking tickets or services on line. I then curse myself and endure the hassle of trying to put my mistake right. Such is life I'm afraid!

 

[Deerfold]

Sounds like someone with a sense of entitlement wanting to publish her woes far and wide. I doubt she'll be back to see any responses anyway.

Yes, the guard on the train could have helped but it was her initial mistake.

I've done the reverse - accidentally bought a return from a TVM when all I needed was a single - and the difference was rather more than 10p.
What did I do? Told myself not to do something so silly again.

 

[AlterEgo]

To be fair, though, this is a mistake which the OP admits, and which they expect could have been rectified easily.

I don't believe it's too unreasonable for the railway to accommodate this request if the mistake is realised promptly. It's about managing and realising the passenger's expectations.

 

[Deerfold]

To be fair, though, this is a mistake which the OP admits, and which they expect could have been rectified easily.

I don't believe it's too unreasonable for the railway to accommodate this request if the mistake is realised promptly. It's about managing and realising the passenger's expectations.

If she'd asked at her departure station it could have been.

 

[rail-britain]

Storm in a tea cup by one post wonder, the ScotRail staff would have assisted in the event of the incorrect ticket being issued
It happens quite often
However, being in a rush and/or hurry is not an excuse, arrive in plenty of time to purchase your ticket then find the service you are travelling on
Far too many people turn up with just seconds to spare and panic
With one train every 15 minutes, that is plenty of additional time to make sure the journey is correct

 

[Deerfold]

I've left a comment on her blog. It is awaiting moderation. Wonder if she'll allow it through.

 

[Tessa]

First of all I'd like to thank all the Scotrail employees for their comments - your loyalty is admirable in this day and age!

Secondly, I was far from irate when I posted this - it was a somewhat tongue in cheek blog posting about a situation which I found quite amusing - it has certainly stirred up quite a reaction! My original point still stands though - it's not actually the outcome that matters but the manner in which the situation is handled - hence my "can't be arsed title".

 

[Deerfold]

First of all I'd like to thank all the Scotrail employees for their comments - your loyalty is admirable in this day and age!

Secondly, I was far from irate when I posted this - it was a somewhat tongue in cheek blog posting about a situation which I found quite amusing - it has certainly stirred up quite a reaction! My original point still stands though - it's not actually the outcome that matters but the manner in which the situation is handled - hence my "can't be arsed title".

Tongue in cheek? You may want to check your style - that's not how it reads.

I don't think there's anyone who's replied to this post who's a Scotrail employee.

I'm glad you got your ticket sorted out, but you could have done things to help yourself. You could have tried to sort it out as soon as you realised there was an error. You could have not put your ticket in the barrier and told whoever was manning the barrier that you had an issue to sort with the ticket.

After all, it *was* your error in the first place.

I note you haven't allowed my comment on your blog (but have allowed another) - obviously you don't want anything that doesn't conform to your world view spoiling it.

 

[tony_mac]

So you think that Scotrail employees could be arsed to post about it?

The entire circumstance was your own fault, and you happened to get the outcome you wanted because one member of staff went beyond what was required (or even, strictly, allowed) to help you out.

I am sure that most of use have seen far worse cases of 'can't be arsed', both in the railway industry and outside, than your little contretemps.

 

[Tessa]

We are all entitled to our own opinions - that's why we live in a democracy - you are entitled to yours, and I am entitled to mine. I have definitely rattled a few cages with this one which is all good!!!

 

[Bungle73]

We are all entitled to our own opinions - that's why we live in a democracy - you are entitled to yours, and I am entitled to mine. I have definitely rattled a few cages with this one which is all good!!!

It seems the only "opinions" you're interested in are those that agree with your own. How typical for someone who blames everyone else for something that was a mistake of their own doing.

 

[Deerfold]

I have definitely rattled a few cages with this one which is all good!!!

Hardly. There's plenty of injustices on our railways - I think most people on the forum would agree with that. We just have less sympathy with people who don't help themselves. You seem to accept no blame here yourself.

And it seems that on your site I'm not entitled to my opinion.

 

[Tessa]

Of course the initial mistake was mine - I have not denied this at all - If you read anything else I've posted you'll see that my blog is just that - my opinions on subjects - not a forum as this is!

 

[Deerfold]

Of course the initial mistake was mine - I have not denied this at all - If you read anything else I've posted you'll see that my blog is just that - my opinions on subjects - not a forum as this is!

You have not denied this but you have referred to the "idiot" at Scotrail who dreamt up the fares policy and accused people of not being arsed because they wouldn't bend or break rules for you. However your error is "inadvertant".

If you read anything else I've posted you'll see that my blog is just that - my opinions on subjects - not a forum as this is!

In that case I don't understand why you felt the need to post the link to it on this forum - I assumed you'd be interested in us looking at it and commenting. Obviously not.

 

[AlterEgo]

First of all I'd like to thank all the Scotrail employees for their comments - your loyalty is admirable in this day and age!

What Scotrail employees?

 

[rail-britain]

What Scotrail employees?

Probably the ones that responded on the external website

 

[Deerfold]

What Scotrail employees?

I think she's just miffed that opinion is against her here.

 

[90019]

My original point still stands though - it's not actually the outcome that matters but the manner in which the situation is handled - hence my "can't be arsed title".

I note that you've conveniently ignored your own lack of arsed in both turning up with enough time to get the right ticket before your train leaves and subsequently being too impatient to sort out your own stupid mistake when you should have. Instead blaming as many other people as you can for not wanting to bend the rules to suit you.

 

[CarterUSM]

So you think that Scotrail employees could be arsed to post about it?

I couldn't be arsed excessing her ticket in the first place .............................. Of course it wasn't me!

 

[scotsman]

First of all I'd like to thank all the Scotrail employees for their comments - your loyalty is admirable in this day and age!

Indeed..........which ScotRail employees?

Secondly, I was far from irate when I posted this - it was a somewhat tongue in cheek blog posting about a situation which I found quite amusing - it has certainly stirred up quite a reaction! My original point still stands though - it's not actually the outcome that matters but the manner in which the situation is handled - hence my "can't be arsed title".

I haven't the faintest what you're on about. I write columns for a local newspaper and I'd like to think I know what tongue-in-cheek is. Your tone is not what I've come to recognise as tongue in cheek, not do you appear to have found it amusing. You rant somewhat, before making ill-informed judgements, with no balance and with no justification either.

Also, would you mind approving my comment? I know it sent, so please can you be arsed enough to approve it.......oh wait, you've approved a comment made after mine. Democracy my arse.

 

[Jock]

I couldn't be arsed excessing her ticket in the first place .............................. Of course it wasn't me!

Putting up with annoying folk like this on a daily basis, personally, I wouldn't blame you for not even looking the person in the eyes, never mind excessing the ticket. Talk about perfectionists.