It has been brought to my attention that some train companies are not adhering to the correct policy regarding Advance fares being used on the wrong train.
Notwithstanding the fact that these fares are valid if the customer has experienced a delay during their journey, if the customer is simply on the wrong train for no valid reason, the company is allowed to charge for a new ticket...
Providing the customer is travelling with the correct train company, then the charge should be to the appropriate fare (ie. the lowest fare that would have been available at the ticket office, including a Railcard discount if the original ticket was discounted).
However if the customer travels on an earlier train, from a station without an open ticket office, the charge should either be as above, or an excess fare, priced at the difference between the price paid and the appropriate fare plus £10 admin fee, whichever is the cheaper.
It is incorrect to charge the full fare (such as the Anytime fare, when a [Super] Off Peak is valid) and/or to refuse a Railcard discount in the above circumstances. However some train companies have been caught doing this recently. Any passengers who have been affected should seek a refund, and refer the matter to the Rail Ombudsman if the train company refuses to refund the monies due.
This policy is documented in the rail industry's internal KnowledgeBase (iKB); a copy of this is in our Fares Guide (as a PDF attachment on the relevant page for Advance fares). It's also documented in the revenue protection policy of companies who have a comprehensive and correct policy (e.g. Virgin Trains document this).
Notwithstanding the fact that these fares are valid if the customer has experienced a delay during their journey, if the customer is simply on the wrong train for no valid reason, the company is allowed to charge for a new ticket...
Providing the customer is travelling with the correct train company, then the charge should be to the appropriate fare (ie. the lowest fare that would have been available at the ticket office, including a Railcard discount if the original ticket was discounted).
However if the customer travels on an earlier train, from a station without an open ticket office, the charge should either be as above, or an excess fare, priced at the difference between the price paid and the appropriate fare plus £10 admin fee, whichever is the cheaper.
It is incorrect to charge the full fare (such as the Anytime fare, when a [Super] Off Peak is valid) and/or to refuse a Railcard discount in the above circumstances. However some train companies have been caught doing this recently. Any passengers who have been affected should seek a refund, and refer the matter to the Rail Ombudsman if the train company refuses to refund the monies due.
This policy is documented in the rail industry's internal KnowledgeBase (iKB); a copy of this is in our Fares Guide (as a PDF attachment on the relevant page for Advance fares). It's also documented in the revenue protection policy of companies who have a comprehensive and correct policy (e.g. Virgin Trains document this).
