TVM Price Guarantee

[Dai Corner]

The ORR have today tweeted a link to the following statement http://orr.gov.uk/rail/consumers/what-we-do-for-consumers/ticket-machines

Ticket machines (TVMs) are designed to provide rail passengers with the opportunity to make quick and easy ticket purchases at the train station as an alternative to using other means such as ticket offices. This is a popular method of buying tickets with around one third of passengers using a ticket machine to buy tickets.

In 2017, we commissioned research into passengers’ experience of purchasing tickets from Ticket Vending Machines. The results showed that whilst the majority of shoppers (80%) selected the most appropriate ticket for their journey from the TVMs, one in five mystery shoppers were unable to do so. The research also identified a number of areas of good practice where train companies should focus their efforts.

We published our TVM review in which we called on train companies to improve the service they provide to passengers, and to introduce a TVM Price Guarantee. We committed to repeat the research to see what improvements have been made over the last 12 months. We conducted our subsequent mystery shopping research this year, with fieldwork taking place in January and February 2018.

Our 2018 research found that 91% of users would have bought the most appropriate ticket for their journey, up 11% points from the last survey in 2017. Of the 9% who might have bought the wrong ticket, 6% would have paid too much, down from 13% last year, and 3% would have got a ticket without the necessary flexibility, down from 6% last year.

Nevertheless, the research shows that there are still improvements to be made. In particular, the ticket types that can be purchased at TVMs, information on ticket restrictions and validities, and details of what times peak and off-peak tickets can be used.

The number of train companies who have committed to a TVM Price Guarantee, to refund the difference to travellers who bought a more expensive ticket than necessary, has also increased. All 17 companies are now signed up to the TVM Price Guarantee.

Has anyone tried getting a refund under the guarantee? If so, how did you get on?

If, say, one bought an Anytime ticket expecting to travel back on a peak train but in fact got an off-peak one would a refund be due? How would one prove which train they travelled on?