A few weeks ago, I Tweeted to FGW about how their mobile app (and, to be fair, most others that I've tried - like FCC, EC etc) doesn't offer things like first class supplements (Gold cards) or plusbus tickets.
I was told initially that it did, but then after being told that I was talking about the downloadable app, or indeed, using the mobile skin on the ordinary web site - which is the only option on my phone EVEN IF I try and force the desktop version in the browser, they admitted the app wasn't yet able to offer such ticket options.
I pointed out that it was frustrating as the mobile app lets me (and others) buy tickets on the go, but they said they'd feed back and I left it at that. Clearly nothing happened, and the app still doesn't offer such things.
Today, I tried to buy my now fairly regular (as in once or twice per week) ticket of Hatfield to Tottenham Hale. It's an easy enough ticket to buy from the TVM at the station, or the ticket office. But I'd like Nectar points.
The problem is that the mobile app is nice and simple, which means it doesn't let you do much. Select the time, and if you have a railcard and off it goes.
The route suggested on the app is, as I was intending to travel, HAT to FPK and tube to Tottenham Hale. The ticket costing £7.45 with Gold Card discount, marked 'Via Victoria Line North'. But the app doesn't offer it. It only offers an Any Permitted at £9.25. Going via King's Cross is far slower, and I certainly don't need or want to go via Liverpool Street to have to catch the same train I'd get at Tottenham Hale some 10+ minutes earlier.
So I Tweeted FGW again, attaching images of the app and the ticket. I played a game by calling it a quiz, to see if they could spot the error (not in a rude way) and eventually had to explain what the problem was.
And the answer?
First: "You have to add the relevant railcard to get the ticket. We can't put all railcards on app, there just isn't room. Jess"
When it seemed apparent she was confused about the railcard discount and whether I had a railcard or not, I sent an image of the correct ticket and asked if FGW was in breach of rules on impartial ticket selling by not showing a cheaper ticket for a selected route.
The answer to that:
"We aren't in breach of the rules as we are still offering the tickets elsewhere. Sorry for the issues, will pass on your comments."
I finished off by asking if that was the official company line, whereby the conversation quickly ended. As they invariably do when you say things like that.
So, after my trademark long post, is that correct? Is it okay that a mobile app doesn't show all tickets, supplements and/or add-ons - as long as the tickets are available somewhere else?
Do the people who use the mobile app know there could be cheaper tickets available for the journey they wish to make?
You can see the conversation on Twitter here, but for some reason the conversation seems to split up, which makes it a little hard to read.
https://twitter.com/jmcomms/status/520189893038051328
PS. Knowing the way ATOC works, we'll probably find that the solution would be to remove the sale of Gold Card 1st Class supplements, axe PlusBus, and ditch the cheaper tickets - thus forcing people to only buy any permitted tickets!
I was told initially that it did, but then after being told that I was talking about the downloadable app, or indeed, using the mobile skin on the ordinary web site - which is the only option on my phone EVEN IF I try and force the desktop version in the browser, they admitted the app wasn't yet able to offer such ticket options.
I pointed out that it was frustrating as the mobile app lets me (and others) buy tickets on the go, but they said they'd feed back and I left it at that. Clearly nothing happened, and the app still doesn't offer such things.
Today, I tried to buy my now fairly regular (as in once or twice per week) ticket of Hatfield to Tottenham Hale. It's an easy enough ticket to buy from the TVM at the station, or the ticket office. But I'd like Nectar points.
The problem is that the mobile app is nice and simple, which means it doesn't let you do much. Select the time, and if you have a railcard and off it goes.
The route suggested on the app is, as I was intending to travel, HAT to FPK and tube to Tottenham Hale. The ticket costing £7.45 with Gold Card discount, marked 'Via Victoria Line North'. But the app doesn't offer it. It only offers an Any Permitted at £9.25. Going via King's Cross is far slower, and I certainly don't need or want to go via Liverpool Street to have to catch the same train I'd get at Tottenham Hale some 10+ minutes earlier.
So I Tweeted FGW again, attaching images of the app and the ticket. I played a game by calling it a quiz, to see if they could spot the error (not in a rude way) and eventually had to explain what the problem was.
And the answer?
First: "You have to add the relevant railcard to get the ticket. We can't put all railcards on app, there just isn't room. Jess"
When it seemed apparent she was confused about the railcard discount and whether I had a railcard or not, I sent an image of the correct ticket and asked if FGW was in breach of rules on impartial ticket selling by not showing a cheaper ticket for a selected route.
The answer to that:
"We aren't in breach of the rules as we are still offering the tickets elsewhere. Sorry for the issues, will pass on your comments."
I finished off by asking if that was the official company line, whereby the conversation quickly ended. As they invariably do when you say things like that.
So, after my trademark long post, is that correct? Is it okay that a mobile app doesn't show all tickets, supplements and/or add-ons - as long as the tickets are available somewhere else?
Do the people who use the mobile app know there could be cheaper tickets available for the journey they wish to make?
You can see the conversation on Twitter here, but for some reason the conversation seems to split up, which makes it a little hard to read.
https://twitter.com/jmcomms/status/520189893038051328
PS. Knowing the way ATOC works, we'll probably find that the solution would be to remove the sale of Gold Card 1st Class supplements, axe PlusBus, and ditch the cheaper tickets - thus forcing people to only buy any permitted tickets!
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