Via Evesham v Not Via London

[Goatboy]

Hi all,

A friend has just purchased a return ticket from Great Malvern to Southampton Central, for outward travel on Friday afternoon and return at a weekend.

My understanding was the cheapest appropriate ticket for this journey is the £60 Offpeak Return routed 'Not Via London'. A bargain, as I'm sure you'll agree. Not. Anyway...

http://www.brfares.com/#faredetail?orig=GMV&dest=SOU&rte=700&tkt=SVR

Instead, the ticket office clerk would only sell her a £63.50 Super Off Peak Return Route 'Via Evesham' and continually pointed out that the ticket office 'was closing soon'. She was made to feel like an inconvenience during the entire transaction so didn't feel confident enough to challenge the price - I'd already explained in advance it would be £60 so she had a feeling she was being sold the wrong ticket.

http://www.brfares.com/#faredetail?orig=GMV&dest=SOU&rte=805&tkt=SSR

This raises two questions..

a) Why was the £60 ticket not sold?
b) Why does the £63.50 ticket even exist? It seems to offer nothing the cheaper ticket doesn't also offer..

It's a bit of a pain really because £3.50 is hardly worth the hassle of going back to the station - which will be closed when the train departs - and sorting it out.

Thoughts?

 

[furlong]

Complain in writing perhaps, reminding the company of its duties under the consumer regulations with a copy to the ORR?

 

[Goatboy]

I intend to but only after I've established whether my suspicions are correct!

 

[MikeWh]

Did she want to travel on the direct service via Bristol? If yes then she's been badly mis-sold as that route doesn't go through Evesham.

 

[yorkie]

..It's a bit of a pain really because £3.50 is hardly worth the hassle of going back to the station...

Some Train Companies have been known prosecute over very minor amounts, such as 10p, so it is worth fighting on principle, as the rail industry still isn't fully and consistently complying with consumer law and there is very little being done about it.

These malpractices need to be brought to the attention of the ORR ( contact.cct@orr.gsi.gov.uk ) who, I believe, are not doing anywhere near enough to protect consumer interests. It's time to step up a gear or nothing will ever change.

 

[Goatboy]

Did she want to travel on the direct service via Bristol? If yes then she's been badly mis-sold as that route doesn't go through Evesham.

No, she will be travelling via Reading so will pass through Evesham - but my understanding is the that the cheaper Not Via London ticket is sufficient for this?

NRES appears to agree.

The Route Evesham ticket looks to be entirely redundant - it can't see why it exists at all let alone is actively sold in place of what appears to be a more suitable and lower priced ticket for a journey that is already incredibly expensive.

 

[Goatboy]

So I wrote to London Midland about this - politely - explaining the situation and the frustrations encountered with having to go to such lengths to obtain a £3.50 refund.

They have eventually written back. A single sentance simply 'apologises that the staff did not meet your expectations' with no reference to the points made. They also were at pains to point out that it no refund can be often at the station once 20 minutes after purchase has passed. No mention was made of the fact the refund was only requested due to a staff mistake - which was pointed out at the time of purchase but rejected.

They also enclosed yet another form and informed that if I fill it out and post it back to them they'll refund me £3.50.

A hilarious and ironic response that a complaint regarding both an overcharge and the enormous amount of faff involved in getting back the small sum I am due results in yet another form to fill out.

I honestly think I've lost the will to bother any further.

I wonder how much money passengers needlessly overpay through being sold incorrect tickets and how many can be bothered go to through the hoops involved to claim back what is rightfully theirs.