Railcard discount wasn't applied - no reply from merseyrail

[ys123]

Hello, I bought a ticket during the last week of August at James St (liverpool) from James St to Penmaenmawr and noticing the sign at the station that all railcards must be displayed when purchasing a ticket I showed the lady my railcard and she acknowledged it. Once on the train I noticed that no railcard discount had been applied to my ticket (£8 discount should've been applied). I sent a letter the next day first class to Merseyrail including my tickets and a copy of my railcard (and a request that they return my tickets as I needed them for compensation from ATW due to a delay) but haven't received any sort of communication from them. It's been about 7wks since I sent the letter. What is the best option for me to do next?

 

[AlterEgo]

Hello, I bought a ticket during the last week of August at James St (liverpool) from James St to Penmaenmawr and noticing the sign at the station that all railcards must be displayed when purchasing a ticket I showed the lady my railcard and she acknowledged it. Once on the train I noticed that no railcard discount had been applied to my ticket (£8 discount should've been applied). I sent a letter the next day first class to Merseyrail including my tickets and a copy of my railcard (and a request that they return my tickets as I needed them for compensation from ATW due to a delay) but haven't received any sort of communication from them. It's been about 7wks since I sent the letter. What is the best option for me to do next?

Ring Merseyrail and ask where your claim is.

 

[Polarbear]

Merseyrail aren't particularly quick at responding to complaints. I'm still awaiting a response to a complaint I sent in back in July.

To be fair, I have had a response, but it failed to address the nub of my complaint & failed to answer a specific question that I had asked.

 

[gray1404]

If that happens again, tell the booking office member straight away so they can non issue the ticket. Although I accept that as the lady who served you acknowledged the railcard, you were not expecting that to happen.

Phone Merseyrail tomorrow to ask them. Do stress that you also require the tickets back for your Passengers Charter claim with ATW. Although I am not sure if ATW will still accept the claim due to the length of time that has passed. Worth a try though, but do make sure you provide an explanation as to why its taken you longer to claim.

 

[Harpers Tate]

Unfortunately I find it necessary with Rail tickets (and, indeed with other things too) to research the price beforehand. In the case of rail tickets, knowing the fare due not only alerts you in case of this type of error; it also quickly alerts you in case of an entirely incorrect ticket is being chosen for you - one which , if you accept it blindly, might leave you with a penalty and/or a difficult argument. And yes, that does happen, all too often.

 

[Jonfun]

I've had a few situations where mistakes have been made by the booking clerk, one sold me a ticket dated three days in the future, a couple have sold me tickets to the wrong place, and a few have issued the wrong type of ticket. The important thing to remember (and most people only do it after they've been stung once!) is just to double check your ticket before you leave the counter so any mistakes can be quickly fixed.

 

[AlterEgo]

Another thing to bear in mind is there is no proof the railcard was shown, or that it's not your mate's ticket not entitled to a discount, or one you found on the floor.

 

[gray1404]

Yes there is no harm staying stood at the counter and checking your tickets.

 

[Bletchleyite]

Yes there is no harm staying stood at the counter and checking your tickets.

Or stand just to one side so you don't prevent someone else being served, but can return straight after them if an error has been made.

 

[221129]

Although don't be surprised if Mersey Rail aren't really helpful. As officially it is the passengers responsibility to check their tickets are correct.

 

[185]

Given the amount of time they have sat on the complaint, I'd now be making phone calls requesting a reply from Merseyrail

i) refund of missing railcard discount
ii) delay repay equivalent amount ATW would have paid that they have caused you to forgo

0151 555 1111

 

[Bletchleyite]

Given the amount of time they have sat on the complaint, I'd now be making phone calls requesting a reply from Merseyrail

i) refund of missing railcard discount

"Check your change as mistakes cannot be rectified afterwards".

I would not expect there to be any refund from this. Nor would I expect them to have retained the tickets - they probably went in the bin.

 

[gray1404]

I don't think any TOC would bin correspondence received - they would at least keep a scanned copy.

 

[AlterEgo]

I don't think any TOC would bin correspondence received - they would at least keep a scanned copy.

TOCs keep hard copies of all the CR correspondence they receive, and store it for years.

 

[185]

"Check your change as mistakes cannot be rectified afterwards".

I would not expect there to be any refund from this. Nor would I expect them to have retained the tickets - they probably went in the bin.

When dealing with the disabled or elderly, I believe offering a response like the one you suggest is not really appropriate in a modern, competent train operating company.

 

[najaB]

When dealing with the disabled or elderly, I believe offering a response like the one you suggest is not really appropriate in a modern, competent train operating company.

How long after the fact would be appropriate for the elderly or disabled to be allowed to rectify such mistakes?

 

[ys123]

Hi, just received a reply from Merseyrail in which they are sorry they couldn't reply sooner as they had a backlog of work. A 2month backlog?? Anyway Received a £10 voucher and my tickets back.
Thanks for all your help

 

[MichaelAMW]

Although don't be surprised if Mersey Rail aren't really helpful. As officially it is the passengers responsibility to check their tickets are correct.

But how, in practice, is a passenger supposed to do that? If you're not sure what the fare is and you don't know how to decipher all the elements of the ticket then you have little choice but to trust the person who served you.

 

[gray1404]

I would claim from ATW ASAP now. Id certainly enclose an explanation for the delay in claiming and perhaps a copy of the letter from Merseyrail as proof of their back log. I wonder if ATW would be more inclined to issue RTVs for an out of date claim?

I am disappointed that ME did not provide a cheque refund or a goodwill gesture. You are entitled to have your complaint looked at again by a Manager at ME if you wish, before you complain to Transport Focus.

 

[Merseysider]

I personally would settle with the £10 voucher from Merseyrail. That's a perfectly satisfactory outcome given that they didn't have to give you anything.

Send the tickets to ATW (Signed For for an extra quid) explaining the backlog preventing you from claiming sooner. I've had a case accepted in similar circumstances.

 

[AlterEgo]

I would claim from ATW ASAP now. Id certainly enclose an explanation for the delay in claiming and perhaps a copy of the letter from Merseyrail as proof of their back log. I wonder if ATW would be more inclined to issue RTVs for an out of date claim?

I am disappointed that ME did not provide a cheque refund or a goodwill gesture. You are entitled to have your complaint looked at again by a Manager at ME if you wish, before you complain to Transport Focus.

1) The difference was £8.

2) Responsibility for checking the correct ticket has been issued falls to the customer - it is like this in every walk of life. Check your change, make sure you've picked up your shopping, etc.

3) The OP was given a £10 voucher - more than the difference in the first place.



The customer has no recourse to a cheque refund. NRCoT:

2.4 Once you have bought your Ticket, you should check that you have the correct Ticket(s) for the journey you intend to make. If you think a mistake has been made by the Train Company or Licenced Retailer that sold you the Ticket, you should tell them as soon as possible.

While the OP did inform the company as soon as they could, really this ought to have been done at the time. The train company are under no obligation to refund any difference - indeed, they have no proof that the ticket submitted to them was actually used by the OP at all. It might have been one found on the floor, or bought for a friend not entitled to a discount.

The OP has been dealt with satisfactorily (bar the very long wait) and this should be the end of it. Suggesting the matter should be escalated is self-defeating and frankly a waste of everyone's time.

 

[gray1404]

That's your personal opinion, both of you.

 

[Bletchleyite]

That's your personal opinion, both of you.

Mine as well. Check your change and tickets before walking away. It is very easy to correct the matter on the spot if, as at all but 4 Merseyrail stations, there is a ticket office open.

Good on Merseyrail for applying some discretion and giving a voucher which they didn't need to do, of course.

 

[Merseysider]

That's your personal opinion, both of you.

Pick your battles.

It is very easy to correct the matter on the spot if, as at all but 4 Merseyrail stations, there is a ticket office open.

^This.

 

[gray1404]

Jake, There is really nothing more that can be said on this. So lets not drag it out on the forum. However, perhaps the OP could report back on the outcome they get from ATW. Hope it is a positive outcome!

The only problem I have with RTVs is they can only be redeemed at a booking office and change cannot be given. So it is restrictive.

 

[Darandio]

The only problem I have with RTVs is they can only be redeemed at a booking office and change cannot be given. So it is restrictive.

But that isn't quite correct, is it.

 

[gray1404]

You mean unless they are cashable - which Merseyrail issued ones are not. Ton avoid going off topic, best wait now to hear from the OP.

Also, there has been some references to all but 4 ME stations having booking offices and to return to one of those once the OP noticed a problem. Lets add in the words "In an ideal world." Sadly, I fear the OP may very well have been told anything ranging from: You have to go back to the same booking office that issued the ticket or: we didn't issue that ticket here so there's nothing I can do, to: Once a ticket is sold it can't be changed.

Sadly many a customer has been misinformed at ME booking offices over the years.

 

[Merseysider]

Jake, There is really nothing more that can be said on this. So lets not drag it out on the forum.

You mean unless they are cashable - which Merseyrail issued ones are not. Ton [sic] avoid going off topic, best wait now to hear from the OP.

Also, there has [sic] been some references to all but 4 ME stations having booking offices and to return to one of those once the OP noticed a problem. Lets [sic] add in the words "In an ideal world." Sadly, I fear the OP may very well have been told anything ranging from: You have to go back to the same booking office that issued the ticket or: we didn't issue that ticket here so there's nothing I can do, to: Once a ticket is sold it can't be changed.

Sadly many a customer has been misinformed at ME booking offices over the years.

Yeah, let's not drag it out...

The only problem I have with RTVs is they can only be redeemed at a booking office and change cannot be given. So it is restrictive.

They can be redeemed for Oyster PAYG credit, for tickets via telesales, on train, at a booking office or if you ask nicely enough, swapped for an online 'gift card' with the same company providing you have an account to which it can be credited. Not everybody is hell-bent on getting cash for their vouchers.

ys123 has reached an entirely reasonable outcome with Merseyrail.

 

[Bletchleyite]

Also, there has been some references to all but 4 ME stations having booking offices and to return to one of those once the OP noticed a problem. Lets add in the words "In an ideal world." Sadly, I fear the OP may very well have been told anything ranging from: You have to go back to the same booking office that issued the ticket or: we didn't issue that ticket here so there's nothing I can do, to: Once a ticket is sold it can't be changed.

I was suggesting the one they bought it from, at which only one of those could be used. Check your change, as the phrase goes.

 

[ys123]

Just received 11.90 from ATW for the above journey.