Note: this post follows on from my posts in https://www.railforums.co.uk/thread...buy-new-ticket-by-ticket-office-staff.165953/, but I have set up a new thread to avoid taking the original one off-track.
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Following my issues at the ticket office in Birmingham New Street, I have composed the letter below for issued to Virgin. I thought I would post it here as it provides a bit more detail on the incident, and I would also value any feedback from members of this board.
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"I am writing to express my disappointment in the incorrect advice I was given by the Virgin ticket office staff at Birmingham New Street on Monday 18th June 2018 when dealing with a missed connection due to a delay to an incoming service.
On the day in question I was travelling from Kemble to Paisley Gilmour Street using the combination of tickets attached. As you will see from these tickets, I was due to arrive into Birmingham New Street at 1056 on a Cross Country Service, and depart and 1115 on a Virgin West Coast service. This itinerary allows for more than 15 minutes to change at Birmingham New Street, and is a valid itinerary that shows up on online journey planners.
On the day in question the Cross Country service did not arrive into Birmingham New Street until 1117, causing me to miss my departure to Glasgow. I spoke to gateline staff, who advised that I should go the ticket office, where my ticket would be “stamped” to allow travel on a later service. However, the ticket clerk at the office claimed that I would have to purchase a new ticket, as he claimed I was making two separate journeys. This is contrary to the National Rail Conditions of Travel: Section 14.1 specifically notes that “you may use a combination of two or more Tickets to make a journey”, whilst Section 28.2 states that “where disruption prevents you from completing the journey for which your ticket is valid and is being used, any Train Company will, where it reasonably can, provide you with alternative means of travel to your destination”. My journey in this case was Kemble to Paisley, and I politely requested that your staff member speak to his supervisor to confirm this point.
After speaking to his supervisor the staff member informed me that the supervisor believed I was incorrect, but had authorised him to issue a new ticket (an Anytime Single to Glasgow) for free as a goodwill gesture. [edit]This required a form to be filled in by the ticket clerk, and so there should be a record of this transaction. As this solution allowed me to complete my journey I accepted this and did not raise any further concerns at the time, however I am now writing to raise two points.
1. I am extremely concerned that ticket staff, including supervisors, do not correctly apply the National Rail Conditions of Travel. Split Ticketing is becoming increasingly common, and people who are less familiar with rail travel (especially more vulnerable passengers) would be unlikely to challenge the initial decision of the ticket clerk. This would lead them to paying potentially large sums of money when no fee should be charged in such circumstances.
2. I am also concerned that incorrect procedure was applied in issuing a new ticket, when all that was required was an endorsement to the original ticket (as advised by the member of staff at the gateline). This highlights poor training of both ticket clerks and supervisory staff.
I request that you should review the instructions and training issued to all staff in order to ensure that the passengers’ rights in respect of the Conditions of Travel when travelling using a combination of tickets are respected without question. Please can you let me know what action you will be taking to ensure that these instances do not occur in future?"
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Following my issues at the ticket office in Birmingham New Street, I have composed the letter below for issued to Virgin. I thought I would post it here as it provides a bit more detail on the incident, and I would also value any feedback from members of this board.
***
"I am writing to express my disappointment in the incorrect advice I was given by the Virgin ticket office staff at Birmingham New Street on Monday 18th June 2018 when dealing with a missed connection due to a delay to an incoming service.
On the day in question I was travelling from Kemble to Paisley Gilmour Street using the combination of tickets attached. As you will see from these tickets, I was due to arrive into Birmingham New Street at 1056 on a Cross Country Service, and depart and 1115 on a Virgin West Coast service. This itinerary allows for more than 15 minutes to change at Birmingham New Street, and is a valid itinerary that shows up on online journey planners.
On the day in question the Cross Country service did not arrive into Birmingham New Street until 1117, causing me to miss my departure to Glasgow. I spoke to gateline staff, who advised that I should go the ticket office, where my ticket would be “stamped” to allow travel on a later service. However, the ticket clerk at the office claimed that I would have to purchase a new ticket, as he claimed I was making two separate journeys. This is contrary to the National Rail Conditions of Travel: Section 14.1 specifically notes that “you may use a combination of two or more Tickets to make a journey”, whilst Section 28.2 states that “where disruption prevents you from completing the journey for which your ticket is valid and is being used, any Train Company will, where it reasonably can, provide you with alternative means of travel to your destination”. My journey in this case was Kemble to Paisley, and I politely requested that your staff member speak to his supervisor to confirm this point.
After speaking to his supervisor the staff member informed me that the supervisor believed I was incorrect, but had authorised him to issue a new ticket (an Anytime Single to Glasgow) for free as a goodwill gesture. [edit]This required a form to be filled in by the ticket clerk, and so there should be a record of this transaction. As this solution allowed me to complete my journey I accepted this and did not raise any further concerns at the time, however I am now writing to raise two points.
1. I am extremely concerned that ticket staff, including supervisors, do not correctly apply the National Rail Conditions of Travel. Split Ticketing is becoming increasingly common, and people who are less familiar with rail travel (especially more vulnerable passengers) would be unlikely to challenge the initial decision of the ticket clerk. This would lead them to paying potentially large sums of money when no fee should be charged in such circumstances.
2. I am also concerned that incorrect procedure was applied in issuing a new ticket, when all that was required was an endorsement to the original ticket (as advised by the member of staff at the gateline). This highlights poor training of both ticket clerks and supervisory staff.
I request that you should review the instructions and training issued to all staff in order to ensure that the passengers’ rights in respect of the Conditions of Travel when travelling using a combination of tickets are respected without question. Please can you let me know what action you will be taking to ensure that these instances do not occur in future?"
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