Amending season ticket

Discussion in 'Fares Advice & Policy' started by paulfoel, 29 Apr 2015.

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  1. paulfoel

    paulfoel Member

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    Got one from Newport-Gloucester. Month and 3 days - £315.

    Got a few journeys coming up where I need to go to cardiff. Was planning on just buying the extra single ticket each time.

    Now realise I could have got a Cardiff-Glos monthly ticket for 40p more! So obviously worth getting.

    Can I amend my ticket now or is there an admin charge?
    --- old post above --- --- new post below ---
    Ah. Does this count as a "changeover"?

    Or is it really only if you move house/work etc?
     
  2. Haywain

    Haywain Established Member

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    Yes, it is a changeover and no, it isn't only if you move house or job. It's not the railway's business why you want a different season ticket. However, there must be a minimum of 7 days remaining on the season ticket for a changeover to be possible.

    The only other thing you need to know is that some offices will not be able to process this immediately due to the complex calculations required to get the right answer, so it's likely to be a smoother process if you can give them 24 hours notice.
     
  3. paulfoel

    paulfoel Member

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    Like I said, its 40p more for cardiff-glos for month season.
     
  4. asharpe

    asharpe Member

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    Yes, but your season has already been used, and the new one is going to be for less time than a month and 3 days. So depending on how long you have had the season the cost could be anything up to about 45p.

    The calculation involved is a little complicated, you can read more here http://www.railforums.co.uk/showpost.php?p=1154249&postcount=21
     
  5. paulfoel

    paulfoel Member

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    I see its all based on the original cost of both tickets at day 1. Like I said, cdf is 40p more than newport.

    Season ticket I got was for 34 days. £315.20 for newport, £315.60 for cardiff.

    newport £315.20/34 = £9.01, Cardiff = £9.02.

    25 days left. Reckon I'd owe them 25p.
     
  6. maniacmartin

    maniacmartin Established Member Senior Fares Advisor

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    Don't forget the £10 admin fee
     
  7. transportphoto

    transportphoto Established Member Quizmaster

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    The admin fee that isn't charged for this type of transaction?

    Extract from the 'Changeovers' section of http://www.nationalrail.co.uk/times_fares/ticket_types/46571.aspx:
    TP
     
  8. cool110

    cool110 Member

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    Isn't the admin fee only for refunds, not changeovers?
     
  9. causton

    causton Established Member

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    We don't charge admin fees for changeovers, I don't think anyone does. However I would suggest you come a day or 2 (I have said up to a week for customers who don't need it immediately!) depending on how proactive the managers are at approving them, as they will most certainly need to be double checked!
     
  10. maniacmartin

    maniacmartin Established Member Senior Fares Advisor

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  11. Haywain

    Haywain Established Member

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    In this case, calculating the difference is the easy bit. What has to be processed at the ticket office is a refund and a new issue which is where it gets complex. Most offices do so few of them that the chances of having an on site 'expert' are very slim.
     
  12. Arctic Troll

    Arctic Troll Established Member

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    This.

    It took about a week for London Midland to process my changeover, which was to extend the ticket by one station at a cost of £25. And then they mis-issued it because they do so few of them.
     
  13. paulfoel

    paulfoel Member

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    I must admit I'm concerned that getting off at newport most days when season ticket says cardiff will cause issue barriers. Which will then lead to discussions with gate staff.

    I really dont want to have to argue every day because of this.
     
  14. reb0118

    reb0118 Established Member Fares Advisor

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    No worries. You can board & alight at intermediate stations en route to your heart's content as many times as you like within the validity period of your season ticket.
     
  15. paul1609

    paul1609 Established Member

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    Dont know about FGW but a Southern Issued Ashford International to Southampton Season Rte Barnham seems to work all intermediate barriers along the south coast wheras day returns are rejected seek assistance.
     
  16. paulfoel

    paulfoel Member

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    Well I sort of expected this.

    Went to ticket office at newport last night. Told no I can't do it. Only way to do it is to buy a separate newport-cardiff season ticket but no way can you change a season ticket half way.

    I did try to explain but final answer was no cant'd do never heard of it. Might go back tonight with print out.

    Not the first time I've had hassle at newport - they tried to tell me before I couldnt cancel a season ticket, and also I couldnt have a month+4 days season ticket.

    Annoys me. One job to sell tickets and you dont know the rules.

    BTW. Who would I complain to about ticket staff? Arriva wales or FGW?
     
  17. Arctic Troll

    Arctic Troll Established Member

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    Changeovers are uncommon and they are hard work, so that isn't necessarily a surprise. Try again, or ask to speak to the supervisor, and give it at least a week between making the request and getting the new ticket.
     
  18. Clip

    Clip Established Member

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    As others have said they can be extremely complicated and hard to remember how to do if you only get 1 a year or somewhat - I hate having to sit with a calculator trying to work out if the staff have got it right.

    Though that doesn't excuse them for not knowing you can do it. Who runs the station? Im guessing ATW so have a word with them.
     
  19. paulfoel

    paulfoel Member

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    Appreciate its complicated but there no excuse for staff shrugging their shoulders and saying sorry no idea!

    Tweeted ATW and they've said I need to go to Cardiff Central to sort it out! OK I will if you pay for my ticket to get there plus my time.

    Seems a bit off just because staff in newport are incapable.
     
  20. bb21

    bb21 Moderator Staff Member Moderator

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    You may wish to bring a copy of the attached document with you when you visit again. If they want to look it up themselves, the same information should be available in the Knowledgebase.

    There is no requirement to visit a different ticket office, especially if this means additional expenses for the passenger. If you didn't purchase your original ticket at Newport, they will need to contact the issuer to amend your record accordingly.
     
  21. paulfoel

    paulfoel Member

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    Well I've got a manager meeting me off the train at newport tonight. Thanks - I think I will still print this off because I dont have much faith in them.

    Now remind me - if I change this from cardiff-glos I can still get on and off at newport? Is this on website anywhere?

    I can foresee arguments every night when barrier wont open and I get into an argument with the thick git on the gate.
     
  22. John @ home

    John @ home Established Member Fares Advisor

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    Yes.
    Yes.
     
  23. paulfoel

    paulfoel Member

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    Excellent. Although in my experience, ticket/gate staff haven't read this.
     
  24. bb21

    bb21 Moderator Staff Member Moderator

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    Stopping short tend not to cause problems at gatelines at NR stations outside London normally IME.
     
  25. Flamingo

    Flamingo Established Member

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    Newport is an Arriva Station, the trains you will usually be travelling on are Arriva or XC (except for a rare diverted HST on Saturdays or Sundays for the pedants). They just happen to call at an FGW managed station (Gloucester).

    Any complaint about anything to do with your journey that does not directly involve a member of FGW staff at Gloucester should be addressed to Arriva Trains Wales if it involves Newport station or their trains, and XC if it involves their trains.
     
  26. RJ

    RJ Established Member

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    Changeovers always available where I work, when the office is open. The previous fares are through the Knowledgebase, where previous Avantix Traveller applications are provided.

    The thing about working in a ticket office is that there are things that come up once in a blue moon, which are easily forgotten even if covered in training. Part of the role is researching what services are available to customers when asked - though some people can't/won't do this. Sorry to hear that wasn't done on this occasion. Hopefully it can be resolved soon.
     
  27. paulfoel

    paulfoel Member

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    Glad to say it was all done ready for me last night. Because I complained.

    Strangely, they gave me a refund of 10p as well. WEird because I calculated the cost of the same season I bought (one month plus 4) to be 40p more.

    I appreciate that its rare but I was put out to be given the attitude of no can't do and never heard of it. If you don't know something then find out - don't just lie to the customer and blag it.
     
  28. jon0844

    jon0844 Veteran Member

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    Ask them to work it out again? ;)
     
  29. paulfoel

    paulfoel Member

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    I did comment that how can a season that would have cost 40p at the inception now provide me with a refund of 10p for the last 10 days. But of course not worth arguing about. I was expecting to pay 10p or so.
     
  30. bb21

    bb21 Moderator Staff Member Moderator

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    If the difference is that small, it could be due to rounding, as the base rate needs to be rounded to the nearest penny. Some people may round it up, others down.
     
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