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Northern App not working charged full fare machine fares

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superkev

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1 Mar 2015
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Location
west yorkshire
My son recently tried to use the Northern app to buy a ticket from Guisely to Leeds but the app was not working.
On boarding the train he went straight to the conductor and showed her the problem but she insisted on charging him the full fare.
This along with a separate issue I had where the Sowerby bridge - doncaster fare was £18 on Northerns website and £24 on the platform ticket machine doesn't look good to me.
K
 
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robbeech

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11 Nov 2015
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I’m afraid this is increasingly common. The best course of action is to write to Northern to complain about this, there is a chance they’ll refund you the difference and there’s a chance you’ll be thrown into the random excuse generator. It’s always best to provide evidence of a broken app faulty machine if you can. A photo or video or a screenshot. Contacting their social media team at the time can also help as there is then a log of it. We as passengers shouldn’t be obliged to do that but it’s certainly the most effective way. I’m aware of recent issues with the app, as are Northern but this doesn’t necessarily mean they’ll refund you.
 

clagmonster

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Was there either an open booking office or functioning ticket vending machine at Guisely? If so, then by the book the guard was correct but I think it is poor customer service and there should be a decent chance of a gesture of goodwill from the customer experience centre.
 

alistairlees

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29 Dec 2016
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3,725
Was there either an open booking office or functioning ticket vending machine at Guisely? If so, then by the book the guard was correct but I think it is poor customer service and there should be a decent chance of a gesture of goodwill from the customer experience centre.
My son recently tried to use the Northern app to buy a ticket from Guisely to Leeds but the app was not working.
On boarding the train he went straight to the conductor and showed her the problem but she insisted on charging him the full fare.
This along with a separate issue I had where the Sowerby bridge - doncaster fare was £18 on Northerns website and £24 on the platform ticket machine doesn't look good to me.
K
Guiseley, please. I lived there for 12 years!
 
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