How To Annoy Customers
I’m going with a friend to see Ipswich at Bristol on Saturday.
The aim is to go down on the 10:00 from London in Standard and return on the 18:00 in First.
I have a Senior Railcard and my friend has an Annual Gold Card Railcard.
When trying to book on-line, I couldn’t seem to get a discount for the Gold Card. Shown is a chat I had on-line with one of First Great Western’s customer service agents (FGW).
FGW: Hi, my name is FGW. How may I help you?
Anonymous Widower: I am travelling to Bristol from London on Saturday and have been trying to purchase tickets. I have a Senior Railcard and my travelling companion has an Annual Gold Card. Is it right that they get charged more than me, and the discount doesn’t apply. We aim to travel down standard on the 10:00 and return on the 18:00 in First.
FGW: Please give me your journey details including the journey dates and the train times selected.
Anonymous Widower: I already have.
FGW: Are the times mentioned the exact train times ?
Anonymous Widower: Yes
Anonymous Widower: I haven’t booked yet, but I know seats are available.
FGW: Is it Bristol Parkway ?
Anonymous Widower: No Temple Meads
FGW: I have checked for the journey and would like to confirm that the discount for the annual gold card discount will be available only if you book the tickets at the station.
FGW: Online the discount will only be available for the Senior Railcard.
Anonymous Widower: Why can’t I get it on-line? My companion does not live near me and won’t be in London until Friday. I know that if you buy on the web you get a better fare. I have also had a stroke and feel that buying tickets on-line is easier for me.
FGW: There are some policies that are set by the company. I am advising you as per them.
FGW: You need to book tickets on the station for the Annual Gold Card discount.
Anonymous Widower: Thanks for your help.
It should be simple and easy to buy tickets without too many petty rules.
In the end I bought the other ticket without the discount.
The Anonymous Widower 
I have similar experiences with trains and it is a real disincentive for rail travel. Why can’t they just give the best route/price available?
What I want it website where I can enter my start address and my end address, and be told the best route to use. The whole process starts with you having to know the stations nearest to your start address and end address. If you don’t it is easiest to go by car.
Comment by John | April 12, 2011 |
I don’t have the latter option. There is a website called transportdirect.info, that will give you directions from postcode to postcode. You still have to book the trains, but it does work out the ones you need quite well.
Comment by AnonW | April 12, 2011 |
Everything is far too complicated these days.
Comment by liz | April 12, 2011 |
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