The rail minister has threatened to take action after a train company said that it was under “no obligation” to help passengers find the cheapest fare for their journey.
First Great Western said that it was unrealistic to expect its sales staff to help travellers to find the best ticket price, according to The Daily Telegraph.
In an email exchange, it said that its policy was for staff to assume that passengers had already worked out the best deal when they request a ticket at a sales office — even if it means they may end up buying a more expensive fare. “They are under no obligation to offer anything other than that which has been asked for,” the email apparently said. It said it “remains the passenger’s responsibility to ensure they’re asking for the fare that is best for their particular requirements”.
Campaigners said that rail companies were being allowed to confuse passengers with “overcomplicated” ticketing price systems. It is not illegal to sell passengers a more expensive ticket than the one they need, though an industry-wide code of practice released in March said that retailers “should provide passengers with the information they need to make informed decisions”.
Claire Perry, the rail minister, said: “Train companies must get better at giving their customers information about ticket options. I will not hesitate to hold operators to account if they do not take this issue seriously.”
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A spokesman for First Great Western said: “We are obliged to sell the correct ticket for the journey and will ask when people are returning to ensure we are selling the best product for the customer’s needs. That does not mean to say that it will be the cheapest. The ticket office will sell you the most direct route for the correct journey time.”