Rail fares: are we being taken for a ride?

by Money Doctor Thursday 27 September, 2007

Trains: they actually quite useful things when they are on time (or turn up) and certainly can be quicker than plodding along the motorway.

Virgin Trains might well have their super shiny and green Pendelino train and First Great Western (surely neither first nor great could be applied to them?) may be popular enough to carry 70 million passengers a year but are we still paying over the odds to travel with them by rail?

The problem, it would seem, is not that there aren't cheap rail fares available; but finding them. And new research from Which? shows that even the experts are confused!

Which? did a little investigation you see, and the fact that only half of the 50 questions answered by station staff and the National Rail Enquiries (NRES) telephone helpline were correct.

In fact, Which? calculated that if you do your own research, you would have been up to £1,263.60 better off than if you had followed the advice of the professionals!

So just how bad was the advice given out? We will let you be the judge:

  • Bad advice was given for the cheapest fare for a single journey between London and Grantham by both station staff and NRES.
For a ticket bought on the day of travel, both NRES and a King's Cross station clerk quoted GNER's £44.50 fare, ignoring a Hull Trains service that leaves 10 minutes earlier and would have cost you just £20.
  • NRES made another gaffe when asked if passengers could travel from Southampton to Bristol, then on to Birmingham later the same day.
A through single should cost you only £48, but it quoted separate fares for each leg, pushing the fare up to £91.
  • Some of the most costly misinformation was given for journeys where season tickets should have been recommended.
For example, passengers making a return journey between Swindon and Penzance twice in the same week could buy a Freedom of the Southwest Rover for £70.

But both NRES and station staff quoted £67 per journey, making £134 in total - nearly double the cheapest price! (and you wondered how train companies made all their money?!)

Which? also checked out 'the earlier you book, the cheaper the ticket' claims of five train companies (One, Virgin, First Great Western, Midland Mainline and GNER) and found that it was not always the case...

People willing to look online saw better results. Which? found the National Rail Enquiries website always provided accurate information, but was only flexible enough to handle 14 of the 25 questions.

However it isn't possible to use the NRES website to plan a route where a journey is broken or to plan multiple journeys over time (which is not exactly helpful!)

Malcolm Coles, Editor, which.co.uk, said: 'The NRES website provides accurate information, so why can't station clerks and those manning the NRES helpline?

A good question indeed and one that clearly needs answering!

So just how useful are rail companies when it comes to booking tickets?

Why not share you experiences in the comments?

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