A month ago I went to Swanage in Dorset to spend a few days camping with a youth camp. I’ve been most years since I was 11 and now I go to help out (50 kids require a lot of supervision!). The few days that I was there were great and I enjoyed myself even if the weather wasn’t all that great. However, getting home turned out to much, much more expensive than I’d planned!
Swanage has a railway station but you can only get trains as far as Norden, which doesn’t quite reach anywhere useful. The nearest station on the national network is Wareham. I wanted to stay as long as possible in Swanage (so that I didn’t miss dinner, even though I did!), so I’d arranged to stop overnight with a friend in Woking.
I got on the 21:42 train from Wareham - the last train of the night from there through to Woking and London. I knew that I couldn’t get all the way to Canterbury without travelling from London the next day, hence the overnight stay. I bought a Permit To Travel from the machine at Wareham for £1 seeing as the automatic ticket machine wouldn’t sell me anything to Brookwood (where I was being picked up) or Canterbury. The normal practice is to buy your ticket on the train.
After a few minutes, the conductor came around and I explained that I was travelling to Canterbury but was breaking my journey overnight at Brookwood. It takes him quite a while to find a ticket and eventually he sells me a Cheap Day Single from Wareham to Canterbury Stations for £50-ish. He assures me that the ticket will be valid from London to Canterbury the next morning.
Turns out that it’s not! The conductors changed at Bournemouth so my ticket was checked again. The second conductor told me that my ticket wouldn’t be valid beyond London because the train arrived at Waterloo after the last train to Canterbury. So I was sold a ticket that wouldn’t be valid for the whole journey that I asked for. Great! The second conductor forces me to buy two more tickets: a Cheap Day Single from Wareham to Brookwood and a Standard Day Single from Brookwood to Canterbury Stations, totalling £52-ish. This is what the first conductor should have done if he was doing his job properly.
So in the end I have spent £102 on train tickets for a journey that should cost half that. Good job I had some way to pay for the second lot of tickets otherwise I would have been stuck.
I wrote to South West Trains the next week demanding the cost of the first ticket back - they replied on the 6th September saying that they had too many complaints at the moment so it might take a while to look at my case. It’s 11 days since then and I still haven’t heard anything. I will give them a call if I don’t hear anything soon - it’s a long time to wait to get back your money!
My main issue with all this is that as a passenger I am expected to know all the terms and conditions of the tickets that I buy, even if that information is not available to you. Each ticket has a set of conditions, but it is impossible to get a comprehensive list of the trains that the ticket is valid on or not, when it’s valid or by which route I must go. To put the onus on the passenger is remarkably unfair, especially when train company staff don’t know the terms and conditions themselves!
Update 21/09/2006 Well I have finally heard back from South West Trains. They have sent me £50 of Rail Vouchers which are only redeemable on rail tickets. This is not terribly useful seeing as I really don’t use the railways that much. It would take me ages to spend £50 on rail tickets! I think I will have to see whether my credit card company can help me out, but it’s been over four weeks since I was sold the tickets now. I am awaiting Consumer Direct to phone me back so I can find out what my statutory rights are with regards to missold rail tickets.
Update 22/09/2006 I will be returning the Rail Vouchers to South West Trains and demanding the full cash refund for the service that I was sold but unable to use because of the ineptitude of their staff. What is even more annoying is that South West Trains obviously do not properly read letters of complaint - in their letter to me they essentially put the blame on me!
…it is the customers [sic] responsibility to ensure that the correct ticket is purchased for the journey.
How am I supposed to be able to do that when their staff can’t sell me the right ticket or give me the correct information! I will give South West Trains seven days to reply to my letter - it’s dragging on way too long now, and I really don’t want to have to wait another 17 days to get another reply.
If their next reply is not satisfactory, I can take my complaint to the Passengerfocus, the national rail consumer watchdog and see what they suggest as a course of action.