It's been brought to my attention that some Guards think that it isn't possible to change the ticket type when issuing an excess fare for a change of route.
See: https://www.railforums.co.uk/threads/change-of-route-excess.46857/
The internal KnowledgeBase (iKB) states:
Here is a current example from me:
A passenger holds an Anytime Short Return (SHR) from Leeds to Preston routed via Burnley, and misses the 0754 direct train and decides instead to take the 0806 to Manchester, the Guard on that train would charge HALF the difference between the fare paid and the appropriate fare (lowest priced valid fare).
Assuming no Railcard discount is held, the fare paid is £24.70 and the appropriate fare is the Off Peak Return (SVR) priced at £32.00; the difference is therefore £7.30 and the excess in one direction only is £3.65.
It is not correct to charge a new ticket, nor is it correct to excess to the Anytime Return, nor is it correct to excess both portions if the customer only wishes to obtain the excess in one direction only. It's also incorrect to penalise people because of the medium the ticket is held in; the entitlement to this excess is not in any way diminished if the fare is an m-ticket, e-ticket for example.
If staff are unable to charge the correct amount, they are not allowed to charge any more than this.
See: https://www.railforums.co.uk/threads/change-of-route-excess.46857/
The internal KnowledgeBase (iKB) states:
A good example used to be in The Manual, but no longer published:Change of Route
The Excess Fare to charge on-board where there was “opportunity to buy” before boarding the train
National Rail Conditions of Travel (Condition 13.4) permits customers to travel by a different route, from the one stated on the ticket or allowed by conditions of the National Routeing Guide, to make their journey on payment of an Excess fare. The Excess fare is calculated as follows:
Single tickets
The difference between the price already paid and price of the cheapest Single ticket, available for immediate travel, that allows the customer to travel on the route and Train Company of their choice
Return tickets - change of route in both directions
The difference between the price already paid and price of the cheapest Return ticket, available for immediate travel, that allows the customer to travel on the route and Train Company of their choice.
Return tickets - change of route in one direction only
Half the difference between the price already paid and price of the cheapest Return ticket, available for immediate travel that allows the customer to travel on the route and Train Company of their choice.
Example
A customer holds an Anytime Single from Hereford to Alton routed “not via London”. The customer wishes to travel via London on a day at a time when a Super Off-Peak Single is valid. If the customer does not wish to break their journey, they should be charged the difference between the fare already paid: Anytime Single (£38.50p) and the Super Off-Peak Single (£43). The Excess fare is £5·50. Note: This example is not necessarily the current fare.
Here is a current example from me:
A passenger holds an Anytime Short Return (SHR) from Leeds to Preston routed via Burnley, and misses the 0754 direct train and decides instead to take the 0806 to Manchester, the Guard on that train would charge HALF the difference between the fare paid and the appropriate fare (lowest priced valid fare).
Assuming no Railcard discount is held, the fare paid is £24.70 and the appropriate fare is the Off Peak Return (SVR) priced at £32.00; the difference is therefore £7.30 and the excess in one direction only is £3.65.
It is not correct to charge a new ticket, nor is it correct to excess to the Anytime Return, nor is it correct to excess both portions if the customer only wishes to obtain the excess in one direction only. It's also incorrect to penalise people because of the medium the ticket is held in; the entitlement to this excess is not in any way diminished if the fare is an m-ticket, e-ticket for example.
If staff are unable to charge the correct amount, they are not allowed to charge any more than this.