Excess to day return

[Bob M]

Earlier this week I bought a single from Basingstoke to Woking online, and collected the ticket from a machine. But before travelling, my plans changed and I knew I had to return the same day, so I asked at the Basingstoke ticket window to excess it to a day return. This was refused, on the grounds that the ticket was bought online. If I had bought it at the window, they would do it.

Is this right? I thought a ticket was a ticket was a ticket, no matter where it was bought.

 

[AlterEgo]

They were talking bollocks.

 

[najaB]

They were talking bollocks.

They may or may not have been - it could be company (or office) policy not to do it. I'm pretty sure I've read that Sheffield similarly refuse to have anything to do with tickets bought online.

 

[Merseysider]

They were talking bollocks.

Quite. I've encountered this rather illogical attitude at VT's Euston and Man Picc ticket centres along with Lime St lower and upper levels. Really don't understand where the misconception comes from. A ticket is a ticket is a ticket.

 

[causton]

Some staff at stations are unhappy that people choose to buy 'simple' tickets that can be bought on the day online, as they are 'putting us out of jobs'. Especially when they make a basic mistake that can NOT be easily changed (i.e. booking the ticket for the wrong date, buying a return instead of a Travelcard, etc) and then blame the staff for their problems

Some places also do not like excessing singles to returns and it is in effect policy, as stated above. Some places can make up their own rules and who will stop them?

Not saying I agree or disagree with either of those but...!

 

[AlterEgo]

They may or may not have been - it could be company (or office) policy not to do it. I'm pretty sure I've read that Sheffield similarly refuse to have anything to do with tickets bought online.

Never heard of this, but it doesn't stop the policy being bollocks. It is appalling customer service. A thousand curses upon them. Etc.

 

[David57]

So where does the OP go from here, in regards of recompense?..........

If the ticket office is wrong..........

 

[Bletchleyite]

Buy the necessary ticket to complete the journey then make a formal complaint afterwards?

 

[najaB]

Never heard of this, but it doesn't stop the policy being bollocks.

I agree. But staff shouldn't be criticised for following policy where it exists.

 

[PermitToTravel]

It's often because they don't know how to do excesses, but if they've sold the ticket they'll refund it and sell the correct one.

 

[father_jack]

Biggest problem with XS SGL to RTN is it was put into the XS procedures with little fanfare and not circulated very well to staff.

And also the TOCs haven't paid the TIS companies to make the TIS do the process so it's a "make-it-up-as-you-go-along" effort for any clerk who'll actually do it.

 

[Bob M]

I complained to South West Trains about this, and after a long delay I have a reply.

They claim changing a single ticket to a return can only be done by the original seller of the ticket, and that a fee of £10 is charged.

 

[Merseysider]

I complained to South West Trains about this, and after a long delay I have a reply.

They claim changing a single ticket to a return can only be done by the original seller of the ticket, and that a fee of £10 is charged.

Talking out their arse. Forward the correspondence to Transport Focus.

 

[AlterEgo]

I complained to South West Trains about this, and after a long delay I have a reply.

They claim changing a single ticket to a return can only be done by the original seller of the ticket, and that a fee of £10 is charged.

I refer you back to my post, #2.