One in five train passengers buy wrong rail ticket at machines, says regulator
The Office of Rail and Road blamed a lack of information at ticket machines and said passengers who overpay should be refunded.
Friday 10 February 2017 08:05, UK
One in five rail passengers using a ticket machine could be buying the wrong ticket, according to research from the rail regulator.
A study from the Office of Rail and Road (ORR) showed 13% of mystery shoppers in a study had overpaid while 7% had underpaid - in the latter case putting most at risk of a penalty fare.
The ORR called on train operators to introduce a price guarantee, refunding passengers who found that they could have bought a cheaper ticket.
Research was based on more than 700 mystery shops in October and November last year.
In 65% of cases shoppers did not see any information on the type of tickets they could not buy, while 57% reported the machined did not explain the times when off-peak tickets could be used.
Cases of the wrong ticket being bought included one shopper who was "confused" as to whether to choose "any permitted route" or "not via Reading".
Another found a ticket with a railcard was more expensive than without.
ORR director of railway markets and economics John Larkinson 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."
Anthony Smith, chief executive of transport user watchdog Transport Focus, said: "Ticket vending machines need to operate more like a human ticket clerk, steering people to buy the ticket that they want, rather than baffling them with too many options."
Consumer group Which? described the system as "a mess", adding that it was unacceptable that some passengers are "paying over the odds".
In December, the Department for Transport launched an action plan to improve rail ticketing, and trials are to take place with the aim of overhauling the fares system.
Rail minister Paul Maynard welcomed the ORR report, saying the ticket-buying experience is "all too often complicated and hard to navigate".
He added: "Rail passengers must have confidence that they are getting the best possible deal every time they travel."
A spokesman for the Rail Delivery Group, which represents train operators, said: "Complex, decades-old Government rail fare regulations make it more difficult for train companies to offer the right, simple options on ticket machines.
"Simplifying the number and types of fares in the system will let train companies provide customers with clear information and help them to make better informed choices."