Really disgraceful conduct by LNER here: https://www.theguardian.com/money/2019/oct/01/lner-rail-ticket-valid-change-trains
Am I right in thinking that a full refund for the erroneously applied £88 should have been in order? If staff endorse a ticket to be valid, verbally or otherwise, that's black and white. Thoughts?
I was unable to get on the 14.00 train as it was full. Seeing me struggling to board, a member of LNER staff told me to get on the next train at 15.00. She assured me my ticket would be valid, so I took her advice and waited for the next train. I checked with customer services and was satisfied my ticket would be valid. To my surprise, therefore, the ticket manager on board told me it definitely wasn't. She got a colleague to join in the conversation and demanded I pay an additional £88.30 to stay on this train.
[LNER] says it is taking the allegations about the crew’s conduct very seriously but points out that “the on-board train manager did use discretion and offered the option to upgrade EB’s ticket to an Anytime Single, rather than issuing a significantly more expensive new ticket”. As a goodwill gesture, it is offering a voucher to use on your next journey.
Am I right in thinking that a full refund for the erroneously applied £88 should have been in order? If staff endorse a ticket to be valid, verbally or otherwise, that's black and white. Thoughts?