SWR Smartcard Season Ticket Changeover

Discussion in 'Fares Advice & Policy' started by Fiyero, 21 Jun 2019.

  1. Fiyero

    Fiyero Member

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    I am starting a new job on Monday and wanted to change the journey on my Annual Season Ticket. I checked the Season ticket page on the SWR website which said to go to a ticket office, preferably one involved in the new journey. I went to the start ticket office and they advised they couldn't do it as they had the new ticket computer (and already had warning signs to that effect) and to try a bigger ticket office. I did this and was then advised to phone Customer Services. I phoned and was told they needed it by email to the Smartcard department - had to be in writing, I couldn't speak to them.
    I sent an email and had a reply that they would process it Monday. I am not filled with confidence as the new ticket is more expensive and they didn't ask for any extra money and I would need it to work first thing Monday, not at some non-descript time and place!

    It seems this is all complicated as I have a smart card - as they encouraged me to. I cannot add gold-card discounted day tickets to it so still often need paper tickets anyway. The issues are outweighing the advantages!

    Any advice if I can confirm it will work Monday or should I prepare to buy another ticket?
     
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  3. Hadders

    Hadders Established Member

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    I'd be prepared to buy another ticket on Monday but keep all of them as I'd be expecting a refund of any additional tickets purchased.

    You should not be disadvantaged because of SWR's administrative failures.
     
  4. Fiyero

    Fiyero Member

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    I phoned up and it was confirmed it would be dealt with Monday as they can't do it early!
    They could do it Sunday to make sure, but they'd need another email. I said to do it today (and sent an email while on the call!) to avoid the risk. It will end up costing more.
    It seems crazy, if I'd stuck to a paper ticket they would have been able to do it at the first ticket office!
     
  5. ForTheLoveOf

    ForTheLoveOf Established Member

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    Which risk are you foreseeing?
     
  6. Fiyero

    Fiyero Member

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    Ideally having to buy an extra ticket on Monday morning (or worse thinking I have a valid ticket and getting stopped) though in effect I’ve done that now as I’m paying for 2 days I won’t use.
     
  7. ForTheLoveOf

    ForTheLoveOf Established Member

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    I would have simply bought any additional tickets required, if they refuse to change it over. You can then recover this later.
     
  8. Fiyero

    Fiyero Member

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    From the very scripted conversations I've had I don't think they would have.
    Requests must be to the smart card team
    Requests must be in writing
    Requests cannot be actioned early
    Repeat.

    I really thought it would be easier!
     
  9. ForTheLoveOf

    ForTheLoveOf Established Member

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    There is no provision in the NRCoT for any of these purported requirements. In other words, they cannot refuse to action a changeover just because you don't comply with their petty "rules".

    Of course, I see no reason not to comply with them where it's convenient to do so, but I would never even consider asking for the request to be actioned with immediate effect at a higher cost.

    And by recovered, I mean that if necessary you would be able to take them to Court to get your money back. People mustn't somehow rule this out as a viable option - it is a lot easier than most people think, and it is surprisingly effective.
     
  10. Fiyero

    Fiyero Member

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    I don’t disagree but I wanted to know it was sorted before trying to get the train Monday morning. My complaint is in and will be added to if it isn’t on my smart card by the time I leave town today (as then I’ll definitely be paying for a day I couldn’t use!)
     
  11. ForTheLoveOf

    ForTheLoveOf Established Member

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    Fair enough!
     
  12. kristiang85

    kristiang85 Member

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    I find SWR's customer service for smartcards appalling - I had one for a bit, but it constantly caused me problems and ticket office staff would always be unable to help saying they cannot do anything with them on their system, and I need to either ring customer services (which I don't like doing) or go online (which does not solve the problems). So I went back to paper tickets and haven't had a problem since.

    Your OP just brought back so many memories of futile wasted time trying to sort out smartcard issues.... so you have my full symapthy! (but sadly I have no solution)
     
  13. Fiyero

    Fiyero Member

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    It really seems crazy that the system is adding so many hoops to jump through!

    I now have the right journey on my smart card - but have to wait for a matching record card!

    My next challenge is why can't you add a gold card discounted ticket to a smart card with a gold card on it?
     
  14. infobleep

    infobleep Established Member

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    Surely you can do this as what is the point of the season ticket on a smart card if you can't? I guess you could have a combination of paper tickets and smart cards.
     
    Last edited: 24 Jun 2019
  15. Fiyero

    Fiyero Member

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    That's what I have to do. Oddly I can add a ticket with a different discount, event Network Railcard, but not a Gold Card discounted ticket.
     
  16. Fiyero

    Fiyero Member

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    Update: the Gold Record card has arrived in an unnamed handwritten envelope so was opened by another member of the household. The record card has incorrect dates (runs until June 2020 even though pass expires October 2019). I asked at the ticket office if that would be an issue (I don't want to get a difficult time from an inspector and I notice they have been checking things closer when I use my Gold Card discount recently) and he said I better phone up!
     
  17. Joe Paxton

    Joe Paxton Established Member

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    Amateur hour all round then. Hooray for smartcards...
     
  18. EastCoastway

    EastCoastway Member

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    The Smartcard isn't built for daily tickets, that's the issue.
     
  19. Fiyero

    Fiyero Member

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    Do you mean it isn't suitable for Season tickets? seems an ideal use?!?
     
  20. EastCoastway

    EastCoastway Member

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    I mean that it's not the intended use. Though there is something coming very soon that will change that entirely that is very exciting!
     

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