Raileasy Problem

[Greenback]

Take the Train was flagged earlier as not imposing all these additional fees. The security certificate issue I mentioned appears to be sorted now as well.

You think they 'give away' rail retailing but, even if that is the case, it is of no concern to me as a rail ticket buyer.

Indeed. I;m not interested in the business plan, overheads or other costs associated with any business (unless I'm involved in running it!). I will decide whether to use them mainly on the basis of price, quality and customer service. Sadly for Mike and his well argued points about the barriers to entering this particular market, Raileasy does not score particularly highly for me in these areas.

 

[Mike@Raileasy]

Indeed. I;m not interested in the business plan, overheads or other costs associated with any business (unless I'm involved in running it!). I will decide whether to use them mainly on the basis of price, quality and customer service. Sadly for Mike and his well argued points about the barriers to entering this particular market, Raileasy does not score particularly highly for me in these areas.

Thanks for this and all the other feedback. We are pursuing the point about being able to remotely change the card being present requirement which will be the easiest way to address similar problems going forward.

Not matching our competitors in terms of "customer service" is not acceptable so we obviously need a review of our processes. Not sure I understand "quality", maybe someone can enlighten me or a colleague I'm bringing on the 25th.

As for price, we are working on that and, when that's launched, I hope we will be able to show a few new tricks even to some of the fare "dogs" on this forum

 

[Greenback]

Thanks for this and all the other feedback. We are pursuing the point about being able to remotely change the card being present requirement which will be the easiest way to address similar problems going forward.

Not matching our competitors in terms of "customer service" is not acceptable so we obviously need a review of our processes. Not sure I understand "quality", maybe someone can enlighten me or a colleague I'm bringing on the 25th.

As for price, we are working on that and, when that's launched, I hope we will be able to show a few new tricks even to some of the fare "dogs" on this forum

Sorry Mike, I was not referring to Raileasy or indeed rail tickets in terms of quality as such. It was more a general observation about things I take into consideration when choosing such things as a loaf of bread, a car or a computer.

I freely admit I am not going to take much notice of the quality of the product when it comes to a train ticket, or who I get my gas from! Though, of course, I will consider the quality of the journey experience when deciding whether to travel by rail, air or coach!

Sorry if I wasn't completely clear. I wish your business well for the future.

 

[maniacmartin]

Sorry to drag up an old thread, but the government are changing the rules on premium rate numbers. See http://www.bbc.co.uk/news/business-25355758

What this will mean to companies like Raileasy remains to be seen. Will they close their telephone support totally, or up their booking fees?

Expensive calls to customer helplines to end in 2014
Customers who call companies to complain about faulty goods will no longer have to pay high charges, the government has announced.

At the moment, consumers can pay up to 41p a minute to phone customer helplines.

While some companies do not charge for such calls, others use chargeable numbers with the prefix 084 or 087.

Typically, they are used by airlines, train operators and High Street or online retailers.

From June 2014, anyone calling to complain about a faulty microwave or incorrect train ticket will only have to pay the basic rate.

If something goes wrong with a cooker, or commuters want a refund on their season ticket, they will now pay the same to phone a helpline as they do to call friends or family”

Many companies "lure in" new customers with a freephone - or an 0800 number - but once goods have been bought, they make customers pay to call.

A two minute call to an 084 number can cost up to 36p if using a landline, or 82p if using a mobile.

"From next year, if something goes wrong with a cooker or commuters want a refund on their season ticket, they will now pay the same to phone a helpline as they do to call friends or family," said Consumer Minister Jo Swinson.

The new regulations will not include financial service companies.

However, the Financial Conduct Authority is considering whether to introduce similar restrictions when people call banks or insurance companies.

Some banks, including Barclays and RBS, have already promised to switch to basic rate customer helplines.

Online shoppers
The changes will be contained in the Consumer Rights Directive, which will be on the statute books from Friday, but which will become law in June 2014.

Under that directive, consumers who shop online will have more time to change their minds.

The Distance Selling Regulations currently give shoppers seven working days to decide whether they wish to keep items bought online, or whether they would like to return them.

From June 2014 customers will have 14 days to change their mind, starting from the day when they receive the goods.

It will also be against the law for online sites to "pre-tick" boxes, that could result in consumers paying for something they do not want.

Online retailers will also benefit from the new regulations, which will make it clear that consumers have to return goods before they can get a refund, or else provide proof of postage.

Businesses will also be able to deduct money from refunds, where there is evidence that a returned item has been used.

 

[Goatboy]

In a market whereby we can purchase tickets with no booking fees, online, from the TOC's, I really don't understand how there is even a market for third party booking sites let alone those who impose additional fees to make the business model work.

 

[yorkie]

In a market whereby we can purchase tickets with no booking fees, online, from the TOC's, I really don't understand how there is even a market for third party booking sites let alone those who impose additional fees to make the business model work.

Well I think Raileasy might be working on some things that ensures they have a place in the market (maybe we'll find out more at one of our upcoming London meals ) but in the mean time, yes the rail industry is behaving in a way that is highly dubious and quite disgraceful towards such independent companies, and moving the goalposts too.

 

[DaveNewcastle]

And while one industry takes its little steps forward to improve its performance, another entrenches its position in the land of exploitation. I'm thinking of the 'Health and Safety' third party agencies that leech on those working (or seeking to work) in the construction, transport, health, education, leisure, care and energy sectors.
They include many small enterprises with expensive phone lines and extended call-waiting times, and whose service is so slow that several calls are often necessary for a worker caught up in their system.

To maintain the railway connection, I've spent over two hours this week 'on-hold' to one of these companies for a certain client, much of which has been while standing on the concourse of Kings Cross where EC staff I'm aquainted with have been bemused that I'd rather stand where I was with my phone to my ear in silence than get on any of their trains to take me home!

These dubious companies provide access to government-approved training and certification to new entrants to these industries, but, using the premium rate lines with long hold times and erratic connections when someone does become available (with domestic background noises, broken headsets or dropped calls), it's apparent that these are people taking payment over the phone from individuals who could have accessed the services directly, or accessed them through a less expensive third party, but having given initial card payments feel locked into their systems, these people just continue to take substantial payment from the extended call-waiting times charged at premium rates.

There is little effective regulation of the communications industry, and where regulation is weak, abusers will exploit.

 

[Mike@Raileasy]

Sorry to drag up an old thread, but the government are changing the rules on premium rate numbers. See http://www.bbc.co.uk/news/business-25355758

What this will mean to companies like Raileasy remains to be seen. Will they close their telephone support totally, or up their booking fees?

Isn't it great a purportedly pro business Tory UK Govt wants to impose things not even the EU deems necessary? Jokes.

It costs about 60p a minute to have a phone answered.

Big companies with nice (semi) monoploies and the resultant fat profits like energy companies, banks etc can easily afford call centres but small businesses maybe can't, hence the reason for using premium rate lines etc.

It's interesting that this brilliant "initiative" is coming from the bureaucrats at the Dept for Business Innovation and Skills (BIS). It's small or start up businesses eg "innovators" that maybe can't afford to take on staff to answer phones.

Business Impeding Service sounds like a better name to me

Also, we have to have a 0870 number as opposed to a 090 in case customers have problems collecting tickets at stations. This costs us a few thousand £s per month. If I'm paying for customers to collect their tickets, doesn't that mean I'm paying for a service so why should I pay for the support when that service fails?

Anyway to answer your question, we'll just absorb it as another "hit".

 

[maniacmartin]

Also, we have to have a 0870 number as opposed to a 090 in case customers have problems collecting tickets at stations. This costs us a few thousand £s per month. If I'm paying for customers to collect their tickets, doesn't that mean I'm paying for a service so why should I pay for the support when that service fails?.

In most businesses, you'd bill the company at fault - ie the operator of the ToD facilities or RSP. Why should your customers pay when your subcontractors fail?
--- old post above --- --- new post below ---
On a more technical note, Raileasy et al sell tickets subject to the National Rail Conditions of Carriage, section 1 of which states that ticket sellers are merely agents, and the passenger's contract is actually with the relevant TOCs. Could a passenger therefore hen bring a case directly against a TOC if their ToD from Raileasy or Trainline failed

 

[Mike@Raileasy]

In most businesses, you'd bill the company at fault - ie the operator of the ToD facilities or RSP. Why should your customers pay when your subcontractors fail?
--- old post above --- --- new post below ---
On a more technical note, Raileasy et al sell tickets subject to the National Rail Conditions of Carriage, section 1 of which states that ticket sellers are merely agents, and the passenger's contract is actually with the relevant TOCs. Could a passenger therefore hen bring a case directly against a TOC if their ToD from Raileasy or Trainline failed

Thanks for your thoughts. So we'll have a dedicated 0203 or whatever the number the Govt wants for these ToD collection issues and bill out the costs. Think I know where I'll be told to go but you don't get if you don't ask

 

[soil]

I don't have to pay to go into a shop and complain/return an item, so I don't see why I should have to pay to call a train company.

Charging £1/minute is beyond ridiculous.

 

[maniacmartin]

Another problem (which even TfL did for a while) is publishing BT call costs, when people needing instant travel advice or ToD problems will most likely be calling from a mobile where the charges are even higher still!

 

[soil]

Yes indeed, an 0870 number for people to call from stations is not exactly the most generous of concessions.

 

[Mike@Raileasy]

Another problem (which even TfL did for a while) is publishing BT call costs, when people needing instant travel advice or ToD problems will most likely be calling from a mobile where the charges are even higher still!

Instant travel advice? Do you mean in the event of disruptions/cancellations? I'd say station staff would be in the best position or station dept/arrival boards.
--- old post above --- --- new post below ---

I don't have to pay to go into a shop and complain/return an item, so I don't see why I should have to pay to call a train company.

Charging £1/minute is beyond ridiculous.

Raileasy customers on the confirmation screen and their email get full details about "returning" their tickets including full fare terms. There is an email address to do this with.

If they want to complain about their journey, they do so to us and we forward this to the relevant TOC.
--- old post above --- --- new post below ---

Yes indeed, an 0870 number for people to call from stations is not exactly the most generous of concessions.

There's a number of possible scenarios of things that can go wrong with collecting tickets.

1. If the CTR is somehow "locked" so won't issue. In this instance what is supposed to happen is that the station staff call the Fujitsu CTR help desk to check. If the CTR was locked, it would be our responsibility and we'd advise the customer to buy new tickets which we would refund in full inc any call charges.

2. Not all the tickets are printed. We have someone who works on our business at Fujitsu who used to work at a London mainline station who told me that, when a customer came along with this issue, they used to go and open up the machine and see if the ticket had somehow "slipped inside" the machine.

3. Unfortunately what also happens is that customers do walk away without waiting for all their tickets to be printed. Sometimes the next person to use the machine notices and hands in the ticket to station staff.