Or there is the other way round, customer travelling Sheffield to Manchester today, buys a first class ticket and the inadvertantly boards the east midlands service. Guard told him ticket not valid as no fc on his train and sold him standard day single.
I think this needs reporting. Are you prepared to write to EMT? I would encourage (in fact, urge) you to do so. The main purpose of your letter would obviously not be compensation/refunds (as that would be for the customer in question) but purely and simply to request that staff are adequately trained. Please ask them if they are prepared to give a date for when the training will be given by. I strongly encourage you to do this. If you are prepared to write a letter but are struggling for the words, I am happy to draft it for you, please send me a PM with as much info as possible and I'll reply with what is hopefully a well-worded letter.
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Right the
NRCoC have this to say on the matter:
So that guard is very very wrong by my reading of that and the passenger could claim for a refund on the new ticket and their first class ticket!
Sadly not; the service in question is
not advertised to convey FC accommodation.
The customer is, however, obviously entitled to a full refund on the ticket that he was incorrectly forced to purchase, plus I believe suitable compensation for the inconvenience, and a full apology and a promise that steps will be made to ensure that guards will be adequately trained in this area in future.
(in the case you describe, the latter is theoretically possible) - but even so Im not sure they could sell a new ticket, they'd only be entitled to charge an excess.
