On the day that rail prices have risen by an average of 6%, train operators look set to reap even higher revenues by confusing vulnerable passengers.
SouthWest Trains is leading a drive to close many of the network’s ticket offices, either permanently or at off-peak times, giving passengers no choice but to buy their tickets from machines.
This is a problem, as machines can’t sell you a ticket from the boundary of your season ticket to another station, and often offer you a peak-rate ticket outside of peak hours. For anyone who doesn’t know when peak and off-peak apply, this could be confusing – particularly as not all train operators have the same off-peak hours.
As The Times puts it:
The Government is preparing to approve the closures, despite receiving evidence from the passenger watchdog that people find machines confusing and prefer speaking to ticket clerks for advice on the cheapest option.
Clerks are legally obliged to offer impartial advice whereas machines simply display long lists of ticket options without explaining which is the most suitable. Passengers who fear being fined for having the wrong ticket may feel compelled to buy a more expensive ticket without realising that cheaper options are valid.
This may be a cost-cutter for the rail companies, but it’ll be a cost-hiker for the passenger, meaning the operators win twice over. Not only are their outgoings lower; their income will be higher, too.
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