Rail Rovers II.

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142094

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Think we need to backtrack a bit - the problem is the whole ticketing system itself, which I'm sure everyone would agree is far too complicated. If I had no knowledge of the railways, and asked for the cheapest way of getting from Sunderland - MetroCentre and back, and was sold the higher-priced ticket, then too right would I be peed off to find out later that there is a cheaper ticket.
 
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AlterEgo

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Think we need to backtrack a bit - the problem is the whole ticketing system itself, which I'm sure everyone would agree is far too complicated. If I had no knowledge of the railways, and asked for the cheapest way of getting from Sunderland - MetroCentre and back, and was sold the higher-priced ticket, then too right would I be peed off to find out later that there is a cheaper ticket.

That isn't what was asked for, though. The ticketing system is admittedly arcane and complex, but the correct ticket (not the cheapest) was sold.
 

142094

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That isn't what was asked for, though. The ticketing system is admittedly arcane and complex, but the correct ticket (not the cheapest) was sold.

We seem to be going round in circles - I thought the point of the OP was the fact that there is a cheaper ticket compared to the SUN - MCE return, not the fact that they bought this ticket? Or perhaps they did. Who knows.
 

142094

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Not particularly.
I wanted to get to the Metro Centre.
I was told that a Day-Return was the only option.
Somthing that has been shown to be entirely un-true.

The main point is that the National Rail ticket office cannot sell that ticket, so will not tell you about it. Perhaps the best thing would be to get into contact with Nexus to tell them. Their online forum is well-monitored and no doubt you'd have an answer quickly.
 

AlterEgo

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The OP as far as I can tell complained that there was a cheaper ticket available for his journey than the one he was sold. Fair enough - that is a common complaint. However it's important to note the clerk sold the ticket asked of them and I'm satisfied that in my professional opinion the ticket was retailed impartially (and by extension correctly).

We can by all means discuss, for the 672,401st time, how complex the fares structure is, but it really wouldn't add anything to the debate in my view.
 

Minilad

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Not particularly.
I wanted to get to the Metro Centre.
I was told that a Day-Return was the only option.
Somthing that has been shown to be entirely un-true.

So me asking for beer in a butchers shop stands then. Don't ask for something somewhere where it is not sold
 

Andrew Nelson

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The OP as far as I can tell complained that there was a cheaper ticket available for his journey than the one he was sold. Fair enough - that is a common complaint. However it's important to note the clerk sold the ticket asked of them and I'm satisfied that in my professional opinion the ticket was retailed impartially (and by extension correctly).

We can by all means discuss, for the 672,401st time, how complex the fares structure is, but it really wouldn't add anything to the debate in my view.

Yes, it's complicated, but Staff are paid to KNOW, passengers are relying on them to give them what is backed-up by legislation, the cheapest option.

I have a shop, and if I cannot supply a product, I will (if I know) direct the customer to sombody that can.

It's call customer service.
I am not obliged to do that, Rail staff ARE.
 

AlterEgo

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Yes, it's complicated, but Staff are paid to KNOW, passengers are relying on them to give them what is backed-up by legislation, the cheapest option.

I have a shop, and if I cannot supply a product, I will (if I know) direct the customer to sombody that can.

It's call customer service.
I am not obliged to do that, Rail staff ARE.

Staff are not obliged to always sell the cheapest ticket. You're wrong.

If you ask for a day return, then they will sell you a day return.

If you don't ask for a specific ticket, then the clerk needs to ask appropriate questions about the journey to ascertain what the cheapest appropriate ticket is.

Have you actually read the Retail Standards Guide?
 

AlterEgo

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If you have read the Retail Standards Guide then you will know the clerk acted entirely appropriately.
 

AlterEgo

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And I supose Wich? and everyone else is wrong then.

Which? are not wrong. The survey they undertook involved a mystery shopper giving details of a journey they wished to undertake and then specifically asked "what is the cheapest ticket for my needs please?". They successfully caught out a number of staff who did not check things like whether a season ticket (7 day) was the cheapest option for someone travelling only one or two days a week. Which? did their homework and found what they wanted. Of course staff do not always follow the Retail Standards Guide. They're human and make errors and oversights.

What Which? did not do was ask "I'd like a day return to MetroCentre please" and then complain when they were sold the ticket asked for. I strongly suspect that either you have not read the Retail Standards Guide, or that if you have, you grossly misinterpret it.

The Retail Standards Guide says that, in your case, when a specific ticket has been asked for, it should be sold without further question.
 

yorkie

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Yes, I have actually.
So you'll know that they are obliged to sell a fare that is both 'permanent' and 'basic'.

I'm guessing this fare does not meet the criteria, as the National Rail website states:

http://www.nationalrail.co.uk/times_fares/promotions/prcb15272552460da45fc2d27756cdbe/details.html
National Rail Enquiries said:
How to buy
Tickets can be purchased from:

  • Bus drivers
  • Metro Ticket Machines

In which case, the ticket office staff are not obliged to sell it.

Are you sure the staff were in breach of the rules on impartial retailing, as defined in the Retail Standards Guide?

Also, as AlterEgo says, if you ask for a ticket by name then they can sell it without question. e.g. if I say "Off Peak Day Return to Leeds please" the most I could be asked is if I wanted to go via Harrogate or not. If I said "On the fastest train" then they wouldn't even need to tell me about the Route Harrogate option.

If your complaint is that the ticket should be sold at railway stations, then I'll agree with you, go and contact Nexus, your MP, Northern, ATOC, your local council and anyone else who will listen.

But if your complaint is that staff acted incorrectly, then unfortunately it's not a legitimate complaint.
 

bb21

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The questions posed by the OP have been comprehensively answered. If the OP has a complaint about the fact that Non-NR products are not sold at NR stations, he needs to take it up with relevant authorities.

As has been established, the OP was sold the correct product that he asked for.
 
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