Passengers baffled by railway pricing miss out on fare deals

A survey published yesterday by rail regulators found many travellers struggle to understand the validity and restrictions of tickets, while others have difficulty finding and buying the most cost-effective fares.

The Office of Rail Regulation (ORR), which conducted the survey, stressed train companies should overhaul systems to provide enhanced ticketing information.

The ORR’s chairwoman, Anna Walker, said: “Our research shows that passengers are often confused and frustrated by the lack of information about rail tickets, particularly where and when to get the best value fares and what the best ticket options are. If passengers do not have the information they need, they can end up paying more than is necessary or find themselves being penalised for having the wrong ticket. Lack of clarity or certainty that they are getting the right ticket can also undermine passengers’ confidence and trust in the railways.”

Ms Walker claimed the ORR had been working hard with train companies on the question of ticketing, but stressed there was more work to be done. More than 1,600 rail passengers were questioned on trains, online and as part of focus groups about their experiences of choosing and buying rail tickets.

The survey highlighted a varied understanding of different types of ticket – including knowing the real meaning of terminology such as “peak”, “off-peak” and “Advanced” tickets.

Nearly three-quarters of all those interviewed were not confident what off-peak times were – five per cent of on-train interviewees travelling on an “Anytime” ticket realised that they could have travelled on an off-peak ticket.

More than half of online respondents agreed it was “a bit of a lottery as to whether you find the best price for a rail journey or not”, while 45 per cent claimed the fare system was too complicated for them to understand. A total of 41 per cent of online respondents said they had previously purchased tickets and later found they could have made the journey at less cost.

The survey also found 70 per cent of on-train interviewees were unaware they could only travel on the specified train on an Advance ticket.

Among those travelling on an Advance ticket, 37 per cent interviewed did not realise that if they missed their train and travelled on a later service, they would normally have to buy a new ticket.

David Sidebottom, the director of rail customer watchdog, Passenger Focus, claimed the survey showed there was still “much work to be done”, but said its findings backed up research his organisation had already undertaken.

He added: “Passengers will be pleased to see the rail industry’s attempts to dispel the haze of uncertainty that surrounds some rail ticket purchases.”

The chief executive of the Association of Train Operating Companies, Michael Roberts, was adamant the existing system is attracting more passengers as the cost of petrol soars.

He added: “By providing a broad range of fares, operators have attracted record numbers of passengers to the railways.

“Despite tough financial times, more and more people are choosing to go by train because they are able to find a good value ticket for their journey.

“A lot has been done to make things as straightforward as possible for passengers and we are committed to doing better.

“Train companies have been involved for some time now in a series of projects to improve the information they provide to passengers.”