Annual season not on Gold Card

JP · 6 Nov 2018

I ordered an annual season ticket from GWR to allow me to get a Gold Card. I used the GWR website out of habit (I prefer the mixing deck) even though it's a Hatton to Lapworth ticket.

It arrived on a normal, grey, ticket with just 'Season' written on it. I checked with a TfL staff member if they'd add it to my Oyster once it's valid (the start date is next week) and they said they couldn't unless it was a Gold Card or Gold Record Card.

I called GWR to ask for help. After being hung up on twice by the first person who didn't know what I meant, I managed to get through three other staff members, eventually to somebody to talk to. He seemed confused about what I was asking. Whether my ticket was just worn out. But eventually he said take it to any station to reprint. Not many people call about Gold Cards he said.

I've taken it to my two nearest stations, both SWR, who won't reprint it because they didn't sell it. And I've taken it to Paddington to the GWR office who also won't reprint it because Hatton and Lapworth aren't GWR stations.

How do I get this thing reprinted?

RailUK Forums

Starmill · 6 Nov 2018

JP said:
I've taken it to my two nearest stations, both SWR, who won't reprint it because they didn't sell it.

This behaviour seems to be as endemic as it is incorrect.

I can't think of any good advice, all I can say is keep trying different ticket offices.

ainsworth74 · 6 Nov 2018

I had a similar issue with the exact same season. I bought it via Chiltern (as they're Chiltern stations) and after several phone calls they simply instructed me to take it to Marylebone and they'd swap it for me. And indeed they did with no fuss whatsoever!

My suggestion would be to take it to Marylebone and explain you bought it online (without mentioning the specific retailer) and could they please re-issue it on Gold Card stock for you. I'd be surprised if that was unsuccessful.

ForTheLoveOf · 6 Nov 2018

The NRCoT don't really cater for this kind of a situation, but since the Gold Card benefits are clearly advertised (and you relied on their availability when buying your ticket) I think it is entirely reasonable to consider the fact that the season ticket has Gold Card benefits an implied term of the contract under Section 50 of the Consumer Rights Act 2015.

That being the case, the failure to provide the season ticket on Gold Card ticket stock, or at the very least in conjunction with a Gold Record card, is a breach of contract. In my view the foreseeable damages of that breach - namely any increased fares that have had to be paid whilst the discount was unavailable - are entirely recoverable, so long as you have taken reasonable steps to mitigate your damages (i.e. try different ticket offices).

If GWR refuse to reimburse you your damages I would be heavily minded to take the matter to Court. It's a very clear cut case and they are on a hiding to nothing trying to fob you off with the entirely irrelevant fact that the to and from stations are not on the GWR map!

JP · 6 Nov 2018

Luckily for me the start date is next week so I'm not losing out on anything yet. It does make you wonder though - if they're doing this by default with online orders how many people are losing out on a potential decent saving for their leisure trips? Especially when then their phone staff don't know anything about it.

I'll head to Marylebone tomorrow to try Chiltern. Failing that perhaps LNR at Euston. Good thing I live in London so I have all these nearby TOC ticket offices to try.

Kite159 · 7 Nov 2018

JP said:
Luckily for me the start date is next week so I'm not losing out on anything yet. It does make you wonder though - if they're doing this by default with online orders how many people are losing out on a potential decent saving for their leisure trips? Especially when then their phone staff don't know anything about it.

I'll head to Marylebone tomorrow to try Chiltern. Failing that perhaps LNR at Euston. Good thing I live in London so I have all these nearby TOC ticket offices to try.

I suspect the only people who order Hatton - Lapworth season tickets online are those doing it for the benefits of a Gold Card rather than the odd genuine passenger.

ForTheLoveOf · 7 Nov 2018

Kite159 said:
I suspect the only people who order Hatton - Lapworth season tickets online are those doing it for the benefits of a Gold Card rather than the odd genuine passenger.

There's nothing wrong with that. The railways are getting £160 a year for providing no service at all!

Kite159 · 7 Nov 2018

ForTheLoveOf said:
There's nothing wrong with that. The railways are getting £160 a year for providing no service at all!

I wonder if the number of Ryde seasons have fallen with the folk wanting gold cards going for the cheaper option, seeing as SWR don't give out any freebie tickets anymore.

Surreytraveller · 7 Nov 2018

Kite159 said:
I suspect the only people who order Hatton - Lapworth season tickets online are those doing it for the benefits of a Gold Card rather than the odd genuine passenger.

Yes, but it probably isn't just Hatton-Lapworth tickets they do it to. The railway just seems awash with unknowledgeable staff these days (or is it me just getting older?)

DeparturesBeck · 11 Dec 2018

JP said:
I'll head to Marylebone tomorrow to try Chiltern. Failing that perhaps LNR at Euston. Good thing I live in London so I have all these nearby TOC ticket offices to try.

What was the outcome, which ticket office accommodated the change?

JP · 13 Dec 2018

DeparturesBeck said:
What was the outcome, which ticket office accommodated the change?

Indeed, I forgot to get back. The staff in Marylebone reprinted it without a fuss. So a good outcome in the end, even after many hours spent traipsing around stations.

Skimpot flyer · 16 Dec 2018

I had the same problem, the first year that Hatton and Lapworth came within the expanded Gold Card Area. However, it was an actual ticket office (Brighton) that issued it on standard season ticket stock. I had to explain that the two stations were within the expanded area. The clerk went off to look at a map, and insisted that I was wrong! On consulting a colleague, it transpired he was looking at a map of the Network Railcard Area!! By being assertive, I eventually got the ticket reissued on Gold Card stock, after a delay of 10-15 minutes. Luckily, I wasn’t in urgent need of the ticket that day, but it was a pain, all the same
Astonishingly, I had the same problem 12 months later, when renewing...

A Challenge · 16 Dec 2018

Skimpot flyer said:
I had the same problem, the first year that Hatton and Lapworth came within the expanded Gold Card Area. However, it was an actual ticket office (Brighton) that issued it on standard season ticket stock. I had to explain that the two stations were within the expanded area. The clerk went off to look at a map, and insisted that I was wrong! On consulting a colleague, it transpired he was looking at a map of the Network Railcard Area!! By being assertive, I eventually got the ticket reissued on Gold Card stock, after a delay of 10-15 minutes. Luckily, I wasn’t in urgent need of the ticket that day, but it was a pain, all the same
Astonishingly, I had the same problem 12 months later, when renewing...

If you show a gold card season and ask for a renewal, surely they'll know to issue it on Gold Card stock?

infobleep · 17 Dec 2018

A Challenge said:
If you show a gold card season and ask for a renewal, surely they'll know to issue it on Gold Card stock?

It is possible they might think it was issued incorrectly the previous year. After all in their mind it isn't within the gold card area.

A Challenge · 17 Dec 2018

infobleep said:
It is possible they might think it was issued incorrectly the previous year. After all in there mind it isn't within the gold card area.

Assuming they knew where Hatton and Lapworth were...

Surreytraveller · 17 Dec 2018

Skimpot flyer said:
I had the same problem, the first year that Hatton and Lapworth came within the expanded Gold Card Area. However, it was an actual ticket office (Brighton) that issued it on standard season ticket stock. I had to explain that the two stations were within the expanded area. The clerk went off to look at a map, and insisted that I was wrong! On consulting a colleague, it transpired he was looking at a map of the Network Railcard Area!! By being assertive, I eventually got the ticket reissued on Gold Card stock, after a delay of 10-15 minutes. Luckily, I wasn’t in urgent need of the ticket that day, but it was a pain, all the same
Astonishingly, I had the same problem 12 months later, when renewing...

I think it probably goes back to the time when the Gold Card area, and Network Card area were both the same, and a Gold Card was a Network Card with a season (or Travelcard). You also had a Partner's Card, which was (or still is?) a Network Card which a Gold Card holder could purchase for a pound for someone else.
At some point a few years ago, the rail industry wanted to change the terms and conditions of the Network Card (when it was renamed the Network Railcard), but they couldn't change the conditions of the Gold Card, as that required the agreement of TfL, and TfL wouldn't agree. At this point the T&Cs of the Network Railcard and the Gold Card discount started going off in different directions, which included the boundary of the area. So Hatton and Lapworth are in the Goldcard area, but not the Network Railcard area. Some clerks may not realise the difference between the two areas, as there never used to be this difference, as there used to be just one area.

infobleep · 17 Dec 2018

A Challenge said:
Assuming they knew where Hatton and Lapworth were...

Good point. I wouldn't have known where they were, were it not for this forum. I don't hold a Hatton to Lapworth season ticket though.

ess · 17 Dec 2018

Is there space on the ticket description of a gold card to add any text such as “Gold Card”?

A Challenge · 17 Dec 2018

As a Gold Card is by definition a season, could you replace the word SEASON at the bottom with GOLD CARD?

Skimpot flyer · 22 Dec 2018

Update:
I renewed my Hatton to Lapworth season this week, to commence on 1st January, to avoid the price increase. Showed the clerk the current Gold Card, paid via the pin pad... and out popped the 2019 ticket... on standard orange ticket stock !!
After discussion with a supervisor, and some explanation about algorithms, that I didn't understand, it was reissued on Gold Card stock. So even showing an existing Gold Card when renewing, isn't guaranteed to work first time

Annual season not on Gold Card

Member

RailUK Forums

Veteran Member

Forum Staff

Established Member

Member

Veteran Member

Established Member

Veteran Member

On Moderation

Member

Member

Established Member

Established Member

Veteran Member

Established Member

On Moderation

Veteran Member

Member

Established Member

Established Member