London Terminals to Maidstone Stations

[johntea]

Just purchased a ticket at London Victoria to Maidstone Stations

Looking at the East Coast ticket planner last night this should have cost £17.50 but at the ticket machine this morning there was only one option at £20.90

These are both off peak day return tickets so sightless confused as to why the cheaper option didn't show up? (And didn't have time to investigate!)

 

[RJ]

Just purchased a ticket at London Victoria to Maidstone Stations

Looking at the East Coast ticket planner last night this should have cost £17.50 but at the ticket machine this morning there was only one option at £20.90

These are both off peak day return tickets so sightless confused as to why the cheaper option didn't show up? (And didn't have time to investigate!)

The cheaper ticket is a Super Off Peak Day single. Southern's TVMs fail to offer various ticket types, it appears this might be one of them. You'd be better off paying a visit to one of the friendly ticket office staff or buying online.

 

[yorkie]

Just purchased a ticket at London Victoria to Maidstone Stations

Looking at the East Coast ticket planner last night this should have cost £17.50 but at the ticket machine this morning there was only one option at £20.90

These are both off peak day return tickets so sightless confused as to why the cheaper option didn't show up? (And didn't have time to investigate!)

Was there a label on the ticket machine stating cheaper fares might not be available from it?

Was the ticket office open?

The new Code of Practice may be useful (in particular, take a look at page 19)

If they did not make it clear to you that the ticket machine didn't offer a full range of tickets, and you were not told where to obtain the full range of tickets, that would appear to be in breach of this.

If that is the case (please check) then this should be reported and followed up. I am happy to assist via PM with this if you like.

 

[johntea]

To be honest I didn't really notice as I was making a tight connection but I certainly looked at all the fares on the screen and there was no £17.50 option...

I'll get in touch with them and see what happens - it's a bit harder IMO in a busy London station such as Victoria to even find the staffed ticket office when you don't travel there too often!
--- old post above --- --- new post below ---
I look forward to my refund from Southeastern Trains!

 

[paul1609]

What time in the morning was it? Super off-peak returns are only available after 10.00

 

[RJ]

What time in the morning was it? Super off-peak returns are only available after 10.00

Restriction F4 allows for travel by any train on weekends, it's only working days the time restrictions apply.

 

[talldave]

To be honest I didn't really notice as I was making a tight connection but I certainly looked at all the fares on the screen and there was no £17.50 option...

I'll get in touch with them and see what happens - it's a bit harder IMO in a busy London station such as Victoria to even find the staffed ticket office when you don't travel there too often!
--- old post above --- --- new post below ---
I look forward to my refund from Southeastern Trains!

The London Victoria ticket office is on the platforms 8-14 part of the station. It has 4 PA speakers aimed at it which are continuously pumping out incredibly loud automated train departure information making it almost impossible to think about what you wanted to ask for, never mind having any hope of hearing what the member of staff the other side of the glass is saying!!

 

[johntea]

I'm very sorry to hear that you were unable to purchase the ticket you wanted at London Victoria station. I can appreciate your frustration especially as you paid for a more expensive ticket.

After reviewing the ticket you very kindly sent us, I can see from the coding this ticket was purchased from a Southern TVM.

Therefore, I'm unfortunately unable to answer your query. However, to save you any further inconvenience, I've forwarded your email and attachment to Southern trains.

The contact details for Southern are below and I'm sure they'll be in touch with you soon.

Nice to see 'Britain's train companies working together' to provide a consistent experience for passengers :roll:

 

[Clip]

I'll get in touch with them and see what happens - it's a bit harder IMO in a busy London station such as Victoria to even find the staffed ticket office when you don't travel there too often!

Its really not hard to miss - if you had turned around you would have seen it there in all its 10 window glory and has signs too and, IIRC some signage and also some markings on the floor directing your form the entrance right to the booking office.

Nice to see 'Britain's train companies working together' to provide a consistent experience for passengers :roll:

To be fair to them they are for you as they have said they have passed this on to the operator who you purchased your ticket from who control the machines. They have nothing to do with SouthEastern

 

[johntea]

Southern got back in touch and this has to be the most bizarre and missed the point response I have ever received from a TOC!

I am sorry, but I am unable to process your request on this occasion because you used your tickets to travel.

OK then, next time I'll not buy a ticket and just tell the guard the cheaper ticket option wasn't available on the TVM then shall I?!

Time to escalate!

 

[thebigcheese]

Yeah that is odd; I'm not sure if they only skim read complaints or a computer automatically replies sometimes?

 

[talldave]

Southern got back in touch and this has to be the most bizarre and missed the point response I have ever received from a TOC!



OK then, next time I'll not buy a ticket and just tell the guard the cheaper ticket option wasn't available on the TVM then shall I?!

Time to escalate!

Sadly, in my experience, that's the standard level of incompetence from Southern. It frequently takes several attempts to get them to read whst you've written.