another FGW problem, opinions welcomed

[gonnawalknexttime]

Been dealing with this one for the last few weeks and hit a bit of a wall. About to approach passenger focus for further resolution but a better understanding of the situation would help.

 

We travelled on a sunday in March from a town in the west country to London. Frequently in these rural places, and particularly on sundays, some stations are unmanned and one is able to buy a ticket on the train. It's often unclear so I always try to ask.

 

On arrival at this particular station, we asked the FGW chap on the platform if we could buy a ticket on the train. He said yes. I asked again just to check, 'we can buy a ticket on this train?'. The platform guard says "Yes, yes, on you get", so on we got. We could have bought a ticket at the station, but there was a bit of a queue and we'd have had to wait for the next train, which really wouldn't have been a problem. We certainly would have done so if we had known that it would cost us more than three times the price.

 

It was a very crowded train, with no where to sit at all, and people lining the gangway. As soon as I saw the inspector, I told him we needed to buy a single ticket. (I had a return, my companion did not).

 

He told us we could not buy a ticket on the train and that he would issue a penalty fare. I explained what we had been told on the platform. Unfortunately, he did not believe us, or seemed unable to help us, and, I feel, was quite rude. His explanation wasn't very clear. He eventually made my companion pay £69.50. The journey, had we bought the ticket prior to departure, would have cost £20.

 

It seems we were mislead by the guard on the platform. FGW, in subsequent correspondence, have seemingly accepted that an employee of theirs misinformed us. They also say we were not charged a penalty fare, but an Anytime Single Fare, and that there is therefore no 'penalty' aspect to it. I have to say I feel 'penalised' by it though.

 

Three letters later, no recompense, and I feel we were rather unfairly treated.

 

- We sought advice from a person of authority from the train company and were advised to board the train

- It is our responsibility to check conditions of travel prior to boarding, surely checking with an employee should be a failsafe method of doing this

- Although we were sold a 'ticket' on the train, the RPI said initially that we could not buy a ticket on the train as we had been advised by the platform guard, therefore he is clearly mistaken

- His misleading advice lead us to pay over three times the price for the fare

- We in good faith fully intended to pay for the journey and asked to do so as soon as possible on the train

 

I'd like a refund of the difference in fares that the platform guard's mistaken advice cost us. FGW say sorry, but no refund.

 

Frustrating that a company can profit from their own mistakes.

 

In my correspondence to Passenger Focus is there anything in particular that could help our case? I do have the name of the chap who told us to get on the train.

 

Many thanks for your suggestions, if any.

[Grotesque]

Frustrating that a company can profit from their own mistakes.

 

Welcome to the privatised railway. Accountants profit from the railways today; passengers do not.

 

Railway Byelaws 17 / 18 cover ticketless travel in Compulsory / Non-Compulsory Ticket areas. Stating:

 

No person shall be in breach of Byelaw 17 (1) or 18(2) / 18(1) or 18(2) if:

 

• an authorised person gave him permission to travel without a valid ticket.

Mind you that really only applies to Penalty Fares and Prosecutions. Goog luck with Passenger Focus.

[Maxwell TM]

In the interest of clarity, could you expand on the OP just a little?

 

Did the member of platform staff advise that it may be more expensive to purchase the ticket on train?

Once on board, did you seek out the guard to purchase?

Was the 'RPI' in uniform or a grey suit?

 

I ask because had you boarded within a Penalty Fare zone and met an RPI, (suit), it is highly likely that a Penalty Fare would have been issued had she/he not accepted that you had been given authorisation to board without a ticket. PFs can of course be appealed.

 

FGW guards are not Penalty Fare trained. They are however, instructed to apply the full fare without benefit of any discount when passengers board without tickets, having had the opportunity to purchase one. Most guards will use discretion in how this is applied, particularly if approached by a customer.

 

Grotesque points out the Byelaw position above, but passengers boarding from an unstaffed station, without any form of working ticket vending machine, cannot be PFd

Edited May 13, 2011 by Maxwell TM
typos :-(

[gonnawalknexttime]

Hi, result from Passenger Focus. First great western have sent me £25 in rail vouchers, about half the difference. Seems like a semi victory. Thanks for the advice to all.

[Old-CodJA]

Good result