Greater Anglia guard did not sell requested excess

Discussion in 'Fares Advice & Policy' started by MPotter, 6 Jun 2019.

  1. MPotter

    MPotter On Moderation

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    Yesterday I boarded a GA train from Wymondham to Norwich using the return portion of a Wymondham to London Terminals (via Cambridge) ticket. I asked the guard for the change of route excess for only that leg but he said that he could only sell me the excess for both legs. I asked for a single to Norwich which he sold me and I tried to sort out the problem there. However the ticket office said the same thing and I bought myself an excess to Diss (as I was worried that I would get hassle from the staff on the barriers otherwise). I subsequently boarded a train to London Liverpool St and the conductor inspected my ticket. I asked her for the excess to which he asked where I was going, I explained that I was going to London Liverpool St. She noticed the route restriction but simply marked the ticket, said not to worry about it and gave it back to me.

    Given that I had to buy a new ticket which was effectively unused do I have the right to a refund of that new ticket (and excess)? I have asked GA for a refund on the basis that the ticket office at Norwich should have sold me the correct excess or failing that just endorsed my ticket and let me travel at no extra cost. What should I do in future situations, I presume the best option is to buy the excess from the guard and ask for a refund later (as the other half was not used)?
     
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  3. bb21

    bb21 Moderator Staff Member Moderator

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    Yes, you are entitled to the difference between what you should have paid and what you actually paid back.
     
  4. RJ

    RJ Established Member

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    As a ticket seller I would have just sold you the excess you asked for - you are entitled to it under the National Rail Conditions of Travel. The guard and ticket office had the facilities to do so, so should have done the same.

    The way it works on the railways is that customers are expected to overpay in these circumstances, then open a dispute with Customer Relations to get the overpayment back at their discretion. Best of luck with the next step.
     
  5. MPotter

    MPotter On Moderation

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    Isn't it possible to simply issue a UFN for the excess amount?
     
  6. yorkie

    yorkie Administrator Staff Member Administrator

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    You were willing to pay the correct amount, so I don't see how an unpaid fare notice comes into it.

    Unless you are stating that you had the correct amount of cash and no more, so when asked to pay double, a UFN would have been a potential course of action. In which case maybe, but many TOCs have a policy that a UFN can only be issued under very particular circumstances and only for specific fares.

    I certainly wouldn't bring up the subject of a UFN (not saying you did but just for the avoidance of doubt). I'd simply state I had the correct amount for the change of route excess I required and I had no more money, and it's then up to them what they do.

    You are entitled to a refund of any difference between the price you paid and the appropriate cost of the change of route excess, as an entitlement to this particular excess (unlike some other types of excess!) is enshrined in the NRCoT. If they cannot issue it, then you should be allowed to travel at no extra cost.
    Note: the charge is the same whether or not there was "opportunity to buy" before boarding the train

    I'd email the company, including a photo of all relevant tickets. You could also try tweeting them as an aside, but it needs to be lodged as a formal request for a refund of the difference.
     
    Last edited: 6 Jun 2019
  7. bb21

    bb21 Moderator Staff Member Moderator

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    An Unpaid Fare Notice is not applicable as they cannot be issued for an excess fare alone AFAIK. If one were to be issued, it would have been for the full fare. (I'm open to correction on this one however.)
     
  8. yorkie

    yorkie Administrator Staff Member Administrator

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    I believe it depends on the TOCs policy; some even refuse to allow them to be issued for anything other than an Anytime Single.

    We even had a case where a passenger travelling on Northern was treated in accordance with TPE's policy because Northern had hired a TPE crew and the TPE Guard applied TPE's policy. This was the Barton line, if I recall correctly.
     
  9. Saperstein

    Saperstein Member

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    FWIW I’ve found Greater Anglia customer service very helpful.

    Back in May I had to get a single from Norwich to Great Yarmouth, and had to pay the full £8.00 as someone had nicked my railcard.

    Anyway, back at home and in possession of a replacement railcard, I approached GA via the form on their website to ask for the difference on fare, they duly asked for a photo of my railcard and the ticket, and actually refunded me the full £8.00.
     
  10. MPotter

    MPotter On Moderation

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    What if you did have the money for the amount requested? Then I presume that you should be honest and just politely refuse to pay any more?
     
  11. clagmonster

    clagmonster Established Member

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    Would you happen to have a link to that thread? I've tried searching but to no avail.
     
  12. MPotter

    MPotter On Moderation

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    I've been offered £7.00 as a gesture of goodwill is that something I should accept?
     
  13. MPotter

    MPotter On Moderation

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    Update: cheque now cashed. I've decided to leave it at that.
     
    Last edited by a moderator: 26 Jul 2019

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