Problems using BZ6 tickets on LNER services

[Mag_seven]

Should I now be chasing up the complaint given that 10 working days have passed with no response?

If 10 working days is the agreed response time then yes.

 

[nat67]

Totally wrong from LNER. I’ve had mixed experiences at Kings Cross, some excellent staff but also some who lack knowledge.

It is worth noting that a Boundary Zone 6 to Peterborough ticket is routed ‘Great Northern/Thameslink Only’. The Stevenage ticket is ‘Any Permitted’ and so valid in LNER.

Personally I wouldn’t get into conversations with staff about what train you’re going to catch. Sadly, in these days of poorly trained ticket office staff, it’s just asking for trouble.

Please do lodge a complaint with LNER about this.

Same here I have used a BZ6 to Stevenage before a few times. The ticket I had was a BZ to Hitchin permitted to be used on any train. The Hitchin ticket is the same price as Stevenage by the way.

One time I had one I got sold the wrong ticket because the ticket office person couldn't read that I was with someone younger than me and we had a Family railcard and issued me two adult returns.

 

[class387]

I have received a reply from LNER:

Thank you for getting in touch with us at London North Eastern Railway.

We have been investigating with our Retail managers to confirm the findings without ticket and fare system. They have confirmed that the ticket is valid with LNER services and you were misadvised and should not have paid that fare.

I have been advised to offer you a sincere apology on behalf of the company for this. We will provide the retraining and a response to the relevant managers to have this rectified. If the issue happens again please contact us as we have official documentation that we can provide you by the Retail team should they wish to clarify this further.

They have also offered to reimburse the full cost of the incorrect ticket. Generally I am happy with this outcome - it is good that they have said that staff will be retrained to prevent it happening again.

Thank you all for the advice on this thread!

 

[Hadders]

That’s a decent outcome. Certainly better than the film-flam you get from some TOCs.

 

[island]

Good outcome.

It’s worth noting that Stevenage is the only station where this works. Boundary Zone 6 to Peterborough tickets are not valid on LNER.

 

[Haywain]

Boundary Zone 6 to Peterborough tickets are not valid on LNER.

Before anybody queries this, it's because they are routed 'Great Northern and Thameslink only'.