Concerning announcement on LNER regarding tickets

[styles]

It can, for ScotRail anyway, be another location not covered by your ticket. We allow you to use a different line during disruption without penalty. Not always geographically possible in some areas but it can be useful.

== Doublepost prevention - post automatically merged: 21 Jul 2025 ==


See the document attached. Also, I queried RDG on the matter - sending my research in the document to them:

Hello Gary

Thanks for your email addressed to our CEO Jacqueline Starr, about split ticketing. I have been asked to respond on Jacqueline’s behalf.

Firstly, I would like to thank you for contacting the Rail Delivery Group. I was sorry to learn about the absence of a response, and I understand that the situation with split ticketing and passenger rights is not entirely satisfactory.

I would like to advise you that the Fares, Retail and Ticketing sector is undergoing a transformation with the aim of simplifying the customer experience, and this will eventually be passed on to GBR (Great British Railways) to modernise working practices, make tickets simpler and fairer, in order to deliver a better service to passengers.

At the moment, the PRO (Passenger Rights Obligations) law is just that, it is a law and if customers do not consider that a Train Operating Company or an agent has acted correctly then this can be taken up to court.

I trust this information clarifies the situation.

Thanks again for contacting us, and I hope you have a nice day.

Kind regards

Noyonika Misquitta
Customer Relations Team

info@raildeliverygroup.com

They know it is "not satisfactory" but they are limiting their liabilities and making cost savings (on paper, at least) by closing Ticket Offices. The issue is that once the money men have total control - who is left to protect the Passenger?

The response you received from RDG merely confirms that the law is.. a law (statute law).

It doesn't in any way suggest that it overrides the contract (contract law) the passenger has in the NRCoT.

The statute law in this case gives rights to say X.

The contract law says the passenger has rights to say Y.

That Y > X doesn't mean that merely X applies, otherwise no employee in the UK would be entitled to anything more than statutory annual leave (in statute law), despite what their contract (in contract law) says.

 

[J.C.]

I'm on the 1025 from Bradford Forster Square to London and the train manager is making similar comments which will confuse and worry passengers.
At both Bradford and Leeds we've been warned that if we have Advance tickets for a different timed train they won't be valid on this service. This is despite cancellations today following yesterday's Leeds signalling problems and passengers making journeys held over from Saturday.
It really isn't helpful.

 

[WirralLine]

When did all this ticket acceptance nonsense come into being a thing?

When I was trained as a guard, around 15 years ago now, we were explicitly told that if a customer's train was cancelled or delayed, they could simply jump on the next train, irrespective of operator.

That is to say, if someone's York to Newcastle XC was delayed by 20 mins and there was a TPE less than 20 mins later, they would be fine to travel on that service.

I did my training as a guard in 2021 and was told the same thing, if a train has been cancelled irrespective of TOC, just let them travel, and I continue to do so.

Although in fairness i dont really care what ticket somebody has anyway these days as long as they have one, i cant be bothered getting into arguments over them anymore. Advance for a different service? I point at the time "just make sure you book for the right time mate" and walk on. Not my problem.