SWR still charging wrong fare.

[lawried123]

Hi, I see this Saturday Reading to Waterloo trains are again being diverted via Chertsey but they still seem to be persisting on the NR website and their own website with charging the dearer fare for the direct train presumably because the train is not running via Staines.
I thought this had all been sorted out with them sometime ago but they seem to have done nothing about it. I asked the helpful ticket staff at Wokingham and they said of course they wouldn't charge any more.
The unfortunate thing is also that the forums ticket site also seems to be charging the wrong fare but I assume they're all just based on the national rail fares.
I have contacted customer relations but I very much doubt anything will be done.

Lawrie

 

[Watershed]

The issue is that SWR haven't created an easement to allow the "via Staines" fares to be sold for itineraries involving the diverted services.

SWR won't want to make a permanent easement as it would create a loophole. The problem is that they therefore need to do it manually, each time this kind of engineering work happens, but they clearly haven't done that here.

Part of the problem, in my experience, is that there's a lack of communication and collaboration between the Train Planning and Pricing departments at a lot of train companies.

The timetable will get amended by the train planners to reflect the diversions, but nobody will have told the Pricing Manager that they need to get an easement created. GWR are much better at this, but it seems they are the exception to the rule.

Journey planners such as the forum's site can only work within the constraints of the fares, routeing and timetable data they are given - which doesn't include an easement as above. They could ultimately lose their retailing licence if they sell tickets that don't comply with the industry data constraints.

 

[fandroid]

Couldn't SWR choose a different via point rather than Staines? The likelihood of anyone abusing that for an extended (and extremely slow) tour of the SW outer suburbs is very low.

 

[gray1404]

The solution here is to book online using a site that does not require an itinerary to be selected.

 

[lawried123]

The solution here is to book online using a site that does not require an itinerary to be selected.

That's no solution. Even if you don't select an itinerary, all the online sites automatically charge the higher fair for the direct journey. The only way to get the cheaper fare is to say via Staines and then you get the route involving the bus service which no one in their right mind is going to want to do when there's a direct train.

 

[alistairlees]

The solution here is to book online using a site that does not require an itinerary to be selected.

No it isn’t. The solution is for the train operators to reliably provide accurate and timely data through the established data feeds and structures. And to be subject to standards / SLAs in doing so.

 

[Kite159]

Couldn't SWR choose a different via point rather than Staines? The likelihood of anyone abusing that for an extended (and extremely slow) tour of the SW outer suburbs is very low.

Would be logical to make it 'via Virginia Water'.

 

[gray1404]

That's no solution. Even if you don't select an itinerary, all the online sites automatically charge the higher fair for the direct journey. The only way to get the cheaper fare is to say via Staines and then you get the route involving the bus service which no one in their right mind is going to want to do when there's a direct train.

No it isn’t. The solution is for the train operators to reliably provide accurate and timely data through the established data feeds and structures. And to be subject to standards / SLAs in doing so.

You are obviously not open to a solution that exists to still allow you to purchase the ticket you want for your journey, with the routing for the ticket via Staines, on your desired date.

 

[yorkie]

You are obviously not open to a solution that exists to still allow you to purchase the ticket you want for your journey, with the routing for the ticket via Staines, on your desired date.

SWR need to either change the via point to Virginia Water, or introduce positive easements whenever engineering works apply.

The same goes for other TOCs when their trains are similarly diverted.

 

[gray1404]

SWR need to either change the via point to Virginia Water, or introduce positive easements whenever engineering works apply.

The same goes for other TOCs when their trains are similarly diverted.

I agree with you. However as the TOCs are unlikely to do this what people can still do is find ways of purchasing the tickets they require to avoid being overcharged.

 

[yorkie]

I agree with you. However as the TOCs are unlikely to do this what people can still do is find ways of purchasing the tickets they require to avoid being overcharged.

But it's not a 'solution'; it's a workaround (that not everyone will easily be able to do)

 

[infobleep]

The issue is that SWR haven't created an easement to allow the "via Staines" fares to be sold for itineraries involving the diverted services.

SWR won't want to make a permanent easement as it would create a loophole. The problem is that they therefore need to do it manually, each time this kind of engineering work happens, but they clearly haven't done that here.

Part of the problem, in my experience, is that there's a lack of communication and collaboration between the Train Planning and Pricing departments at a lot of train companies.

The timetable will get amended by the train planners to reflect the diversions, but nobody will have told the Pricing Manager that they need to get an easement created. GWR are much better at this, but it seems they are the exception to the rule.

Journey planners such as the forum's site can only work within the constraints of the fares, routeing and timetable data they are given - which doesn't include an easement as above. They could ultimately lose their retailing licence if they sell tickets that don't comply with the industry data constraints.

When some engineering works happen on the North Downs Line, GWR don't always add in easement, so if they are very good......

 

[Mainline421]

The solution here is to book online using a site that does not require an itinerary to be selected.

But it's not a 'solution'; it's a workaround (that not everyone will easily be able to do)

Just use any SWR TVM, or a ticket office. Pretty sure GWR ones at Reading sell tickets without itineraries too.

 

[Hadders]

The solution here is to book online using a site that does not require an itinerary to be selected.

If you're thinking of Mixing Deck sites while you can buy a ticket without selecting an itinerary it still has to generate an itinerary to get the fare to show in the first place.

 

[CyrusWuff]

If you're thinking of Mixing Deck sites while you can buy a ticket without selecting an itinerary it still has to generate an itinerary to get the fare to show in the first place.

You can use the "Accessible booking tool" option to select routed tickets with no itinerary by choosing "I need to know how much tickets are before I can decide" at the appropriate point.

 

[lawried123]

If you're thinking of Mixing Deck sites while you can buy a ticket without selecting an itinerary it still has to generate an itinerary to get the fare to show in the first place.

Hi, just for anyone interested this is the official reply from customer relations at SWT

'To get these prices you would have to input via ‘Staines’ when searching for your journey. However, if you purchased this ticket, this would mean that you would have to travel this route taking the Rail Replacement Bus from Virginia Water to Hounslow.'

If they really think passengers are going to do that rather than stay on the direct train to Waterloo, they are very much mistaken

 

[infobleep]

Hi, just for anyone interested this is the official reply from customer relations at SWT

'To get these prices you would have to input via ‘Staines’ when searching for your journey. However, if you purchased this ticket, this would mean that you would have to travel this route taking the Rail Replacement Bus from Virginia Water to Hounslow.'

If they really think passengers are going to do that rather than stay on the direct train to Waterloo, they are very much mistaken

When there was engineering works meaning one had to take a bus from Guildford to Aldershot, I asked if I got got via Woking as that would avoid the bus but the answer was no

They are very good at telling people book taxis and claim back during disruption, to save those who can from having to wait until SWR book something.

However, when it comes to trying to avoid rail replacement buses, it seems they are less keen. At least that is the impression they give.

 

[gray1404]

If you're thinking of Mixing Deck sites while you can buy a ticket without selecting an itinerary it still has to generate an itinerary to get the fare to show in the first place.

I was thinking of the Southern/Thameslink booking engine and being able to save a favourite ticket then book it for a different date without an itinerary.

 

[Hadders]

I was thinking of the Southern/Thameslink booking engine and being able to save a favourite ticket then book it for a different date without an itinerary.

Ah yes, of course!