Forgetful Railcard holders get fairer deal with refund offer

[whole diary]

[ChrisB]

From the RDG^‡(resolve) website

Train travellers who forget to carry Railcards with their discount tickets and end up paying more will be given the chance to claim the money back.   

A rule change by all train companies means that someone asked to pay extra for failing to show a required Railcard will be guaranteed a refund on at least the first occasion in any year, provided they can produce the Railcard later. 

Jacqueline Starr, Managing Director of Customer Experience at the Rail Delivery Group – representing train operators - said:   

“Customers make honest mistakes sometimes, we think Railcard holders should have one chance a year to be refunded if they’ve had to pay extra for forgetting theirs. We’re planning digital Railcards too that people can keep on smartphones and other devices if they prefer, making them harder to forget and easier to replace if lost or stolen.   

“These changes are part of wider plans to transform fares and ticketing, which is why we’re also trialling radical changes that would make it much easier for customers to choose the best value ticket for their journey.”   

Rail Minister Paul Maynard said:   

“We have been working closely with the rail industry on the action plan to improve fares and ticketing for passengers, and I am delighted that this is one of the first targets of the plan now achieved.   
     
“The aim of the action plan is to provide a more modern, flexible and passenger-focused fares and ticketing system, one which takes advantage of all the benefits of new technology. Rail passengers must be able to trust that they are getting the best possible deal every time they travel.”   

Anyone travelling on cheaper tickets bought with a Railcard, which saves the holder at least a third on most rail fares, must carry it at all times on the journey to qualify for the discount - otherwise they can be asked to pay more or be given a Penalty Fare.   

From now on, Railcard holders who make a mistake will have one chance a year to be refunded if they provide proof of the Railcard as set out by the operator they travelled with.   

The move is the first improvement for customers to be accomplished out of a wide-ranging action plan agreed last December between train companies, the government and consumer groups.

No indication of when this starts.....

[Rhydgaled]

Why only once a year? As long as you are able to present a railcard that was valid for the duration of the ticket, surely it is fair to let passengers claim a refund of the 34% discount you would have received had they remembered their railcard.

[JayMac]

Why only once a year?

To instill in Railcard users the requirement to always carry. One goodwill gesture is fine. Repeated forgetfulness should not be condoned.

[ChrisB]

The T&Cs still apply. It would cost TOCs^▸ (Train Operating Company) staff time/money to refund each time - who pays for this? Some wouldn't bother carrying their card at all....

[stuving]

No indication of when this starts.....

Well, it does say "From now on", doesn't it? However, the terms and conditions of the cards (as reached via their link) have nothing about this. So that's a post-now now.

[ChrisB]

Suspect from the next fares change window - in the middle of May. That's when the current Network Card leaflet expires.

[didcotdean]

Why only once a year?

To instill in Railcard users the requirement to always carry. One goodwill gesture is fine. Repeated forgetfulness should not be condoned.

Season ticket holders get two opportunities to be considered honestly forgetful - the first time the additional fare is refunded with no deduction, the second time an administrative charge is made. No clear reason why there has to be any distinction.

[ChrisB]

As BNM rightly says....

[didcotdean]

As BNM rightly says....

So why not reduce it to one for season tickets.

[ChrisB]

I think the season is worth far more?

[didcotdean]

Could imply a different degree of (mis)trust between Railcard and Season ticket holders.

The practical difficulty of having different treatments of two similar issues is that there will be operational confusion.

[paul7575]

Expensive season tickets are generally used in conjunction with a photo card, but at the other extreme some railcards do not use photo ID at all.   So there is scope for people to share some railcards aimed at single people.   That in itself is a good reason not to allow multiple 'errors'...

Paul

[Brucey]

I think the season is worth far more?

It depends on the ticket held.  Someone who forgets a season ticket from Clifton Down to Temple Meads will be out of pocket by £2.  Whereas a railcard left at home on a Bristol to Edinburgh anytime return is £125 out of pocket.

Expensive season tickets are generally used in conjunction with a photo card, but at the other extreme some railcards do not use photo ID at all.   So there is scope for people to share some railcards aimed at single people.   That in itself is a good reason not to allow multiple 'errors'...

Paul

This is definitely an important factor.  I have previously overheard senior railcard holders telling others to "share their railcards when not in use".

[ChrisB]

I'm sure there will be checks made of said railcard if one requests a refund in this circumstance.

[Brucey]

I'm sure there will be checks made of said railcard if one requests a refund in this circumstance.

I'm sure there will, but there is no way of proving a specific railcard holder purchased a specific ticket.  This is probably less of a problem for season ticket holders since the journey has to match that of the season.