If a barrier check determines a passenger's Off Peak Return fare is not valid at that time on that route, are they under any obligations to advise on an alternative route, where available?
A passenger has previously purchased Huddersfield to London Terminals Off Peak Return (SVR) tickets, routed "Any Permitted" (priced higher than the "via Manchester" routed ticket of the same name), and was used to being allowed to travel at any time in the evening peak on the return portion.
However they then purchased a Huddersfield to London Terminals SVR routed "via Manchester" online and chose the "open return" option.
They are familiar with the following concept advertised by the rail industry:
http://www.nationalrail.co.uk/times_fares/ticket_types.aspx#Which
However the Euston barrier staff did not accept the ticket, as although their usual Off Peak Return would have been valid at that time, the Off Peak Return routed "via Manchester" the customer held on this occasion is, apparently, a cheaper fare with more restrictions and is therefore not valid.
The gateline staff would only allow the passenger to travel if they paid an excess fare of around £140. This is, in fact, more expensive than an Anytime Single (SOS) priced at £124, which would have sufficed without any need to excess the whole SVR ticket held.
The customer was surprised at this, as they thought the name of the ticket described when they could use their ticket.
They mentioned that they usually buy an Any Permitted ticket and asked if there was any alternative option. The gateline staff refused to provide details of any alternative option to the customer.
The customer was told the only alternative to paying £140 was to wait until 1900, meaning they did not arrive into Huddersfield until 2210.
However, had the customer presented themselves at King's Cross and had said they wished to change the route on their ticket from "via Manchester" to "Any Permitted" to travel from King's Cross, changing at Leeds, Mirfield or Wakefield, they would have been charged an excess fare of £35.85, which would have entitled them to take any train out of King's Cross. The customer could have easily boarded the 1603 Grand Central, changing at Mirfield, arriving into Huddersfield at 1836. They might even have made the 1535, changing at Wakefield, to get them into Huddersfield only 2 minutes later than the journey via Manchester (see times here)
Did staff at Euston act correctly, and does the law allow them to operate in this way?
A passenger has previously purchased Huddersfield to London Terminals Off Peak Return (SVR) tickets, routed "Any Permitted" (priced higher than the "via Manchester" routed ticket of the same name), and was used to being allowed to travel at any time in the evening peak on the return portion.
However they then purchased a Huddersfield to London Terminals SVR routed "via Manchester" online and chose the "open return" option.
They are familiar with the following concept advertised by the rail industry:
http://www.nationalrail.co.uk/times_fares/ticket_types.aspx#Which
http://www.nationalrail.co.uk/times_fares/ticket_types/46548.aspx
Being familiar with the concept that their previous SVR tickets were valid throughout the afternoon and evening, they attempted to board the 1520 out of Euston, changing at Manchester Piccadilly, which is a train that is "less busy".
However the Euston barrier staff did not accept the ticket, as although their usual Off Peak Return would have been valid at that time, the Off Peak Return routed "via Manchester" the customer held on this occasion is, apparently, a cheaper fare with more restrictions and is therefore not valid.
The gateline staff would only allow the passenger to travel if they paid an excess fare of around £140. This is, in fact, more expensive than an Anytime Single (SOS) priced at £124, which would have sufficed without any need to excess the whole SVR ticket held.
The customer was surprised at this, as they thought the name of the ticket described when they could use their ticket.
They mentioned that they usually buy an Any Permitted ticket and asked if there was any alternative option. The gateline staff refused to provide details of any alternative option to the customer.
The customer was told the only alternative to paying £140 was to wait until 1900, meaning they did not arrive into Huddersfield until 2210.
However, had the customer presented themselves at King's Cross and had said they wished to change the route on their ticket from "via Manchester" to "Any Permitted" to travel from King's Cross, changing at Leeds, Mirfield or Wakefield, they would have been charged an excess fare of £35.85, which would have entitled them to take any train out of King's Cross. The customer could have easily boarded the 1603 Grand Central, changing at Mirfield, arriving into Huddersfield at 1836. They might even have made the 1535, changing at Wakefield, to get them into Huddersfield only 2 minutes later than the journey via Manchester (see times here)
Did staff at Euston act correctly, and does the law allow them to operate in this way?
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