The Leading News & Information Service For The Facilities, Workplace & Built Environment Community

Train Ticket Tribulations - Twits to Get Refund

10 February 2017 | Updated 01 January 1970

The Office of Rail and Road (ORR) is calling on train operators to refund passengers after its new research showed that overall 1 in 5 mystery shoppers selected a more expensive ticket than necessary or were at risk of a penalty fare when using a ticket machine.

Using mystery shoppers, ORR found that whilst the majority of users did buy the most appropriate ticket for their journey, 7% did not select the most flexible ticket for their journey (with the majority risking a penalty fare) and 13% actually chose a more expensive ticket than required.

Two thirds (65%) of ORR’s mystery shoppers did not see any information on the type of tickets which could or couldn’t be bought on the machine.

57% of mystery shoppers reported the ticket machines did not explain the times when peak and off-peak tickets could be used for travel.

Almost a third of mystery shoppers (32%) reported no information on ticket restrictions or validity was provided on the machine.


Passenger needs

ORR is therefore calling on train operators to introduce a price guarantee, refunding passengers who find that they could have bought a cheaper ticket. This is necessary to build trust and demonstrate they are responding to passengers’ needs.

The Rail Delivery Group (RDG) launched a 10 point plan to improve ticket machines in January last year, committing in February 2017 to complete it by the end of the year. We want to see improvements in place for passengers as soon as possible, and have asked RDG to make clear what it expects to be delivered, by whom and when, in the short term to address the issues our research identifies.

John Larkinson ORR’s Director of Railway Markets & Economics said: "Everyone travelling by train should be able to buy the most appropriate ticket for their journey. Despite investment in new technology and the removal of jargon from ticket machines, our new research shows passengers may be paying more for their journey than necessary."

Picture: Train ticket machines are confusing and not offering best value to all

Article written by Cathryn Ellis | Published 10 February 2017


Related Tags

Related Articles

The Pain In Trains - Make 'Em More Like Planes

Train overcrowding and complex ticketing should be abolished, customer experience improved and fares cut under radical ideas according to Virgin’s contribution to...

 Read Full Article
Major Rail Company Uses Swabbing Service to Test for COVID

A major rail company, thought to be Govia Thameslink Railway, is using a sterile swabbing service to test for traces of COVID-19 across their trains and stations. The...

 Read Full Article
First-Ever Hydrogen Train Launches Today

The first-ever hydrogen-powered train is running today on the UK mainline, as part of the government’s green recovery plans. Unlike diesel trains,...

 Read Full Article
Rail Fares To Support Flexible Working

As millions of frustrated office workers have found themselves hit by a 2.7 rail fare hike, Thameslink and LNER are promising a 'year of action' on the railway -...

 Read Full Article
Get On Board The Magic Bus

Passengers in England will soon be able to plan their journeys down to the minute as big data is set to revitalises the nation's bus use. Ministers are claiming...

 Read Full Article
JV On Track For Train And Regen Project

A joint venture between Balfour Beatty and Vinci Systra has been awarded the HS2 construction management contract for the £1 billion Old Oak Common station. The...

 Read Full Article
Funding Boost To Meet Growing Demand For Cycle Parking

A plan from Transport for London includes improved cycle parking outside 10 stations in the coming year, along with 1,400 new spaces in residential...

 Read Full Article
Leeds Leads Way As City Centre Balloons

Leeds City Council and LCR have appointed Cushman & Wakefield to advise on the redevelopment of Leeds station and South Bank, one of the largest...

 Read Full Article
Shock As Rail Companies Advocate Fare Deal For Commuters

An ‘Easier Fares for All’ proposal has been put forward to make rail fares transparent and simpler to understand in an unprecedented move by the normally...

 Read Full Article
3.1% On Rail Fares As TfL Faces Big Freeze

Transport for London fares will be frozen for a third year in a row and a weekly Oyster maximum will be launched - but rail fares for getting around the country and in to...

 Read Full Article