Yesterday I travelled from Stalybridge to Manchester Victoria on the 13:30 service. We (there were 4 of us in total) arrived about 7 minutes before the train was due as we needed to buy a ticket.
Unfortunately the desk was closed and there was a queue of at least 5 people in front of me to use the ticket machine. I asked the two groups in front of me if they were getting the same service (the next one) and if not could I jump ahead of them. They let me but I still didn't have enough time to complete my purchase as the machine froze on me. The guard didn't come through the train on the journey so at Victoria we went to the designated spot to purchase tickets.
There was a man stood beside a ticket desk - it wasn't clear what his role was but he was wearing hi-vis and a woman behind the desk. Between them they effectively accused me of not buying a ticket when I had the chance and that I should have bought one at Stalybridge. They also claimed that the ticket desk there was open and that there are two ticket machines (both untrue and I almost took photos to prove it just in case as I have read many reports on this forum of people not being believed but unfortunately I didn't).
They also refused to accept my Two Together railcard as they insisted I had the opportunity to purchase my ticket before boarding the train so therefore I was not eligible for this discount. My view is that I hadn't had opportunity to do this and this was the earliest point I had to buy a ticket.
My understanding is that I shouldn't have delayed my journey due to the ticket desk being closed and the long queue at Stalybridge - is this correct?
In the end the woman sold me the return tickets I wanted, without the railcard discount, and I left the station as I had a booking elsewhere.
Were the rail staff correct in their actions? If not what do you suggest I do by means of complaint? At the very least I would expect the railcard discount to be refunded (if they were incorrect).
Many thanks for your advice.
Unfortunately the desk was closed and there was a queue of at least 5 people in front of me to use the ticket machine. I asked the two groups in front of me if they were getting the same service (the next one) and if not could I jump ahead of them. They let me but I still didn't have enough time to complete my purchase as the machine froze on me. The guard didn't come through the train on the journey so at Victoria we went to the designated spot to purchase tickets.
There was a man stood beside a ticket desk - it wasn't clear what his role was but he was wearing hi-vis and a woman behind the desk. Between them they effectively accused me of not buying a ticket when I had the chance and that I should have bought one at Stalybridge. They also claimed that the ticket desk there was open and that there are two ticket machines (both untrue and I almost took photos to prove it just in case as I have read many reports on this forum of people not being believed but unfortunately I didn't).
They also refused to accept my Two Together railcard as they insisted I had the opportunity to purchase my ticket before boarding the train so therefore I was not eligible for this discount. My view is that I hadn't had opportunity to do this and this was the earliest point I had to buy a ticket.
My understanding is that I shouldn't have delayed my journey due to the ticket desk being closed and the long queue at Stalybridge - is this correct?
In the end the woman sold me the return tickets I wanted, without the railcard discount, and I left the station as I had a booking elsewhere.
Were the rail staff correct in their actions? If not what do you suggest I do by means of complaint? At the very least I would expect the railcard discount to be refunded (if they were incorrect).
Many thanks for your advice.