'i tried to buy a simple train ticket but the system just tries to catch you out'

UK train passengers face a ‘labyrinth of fares and prices’ (Picture: Carla Francome)

A frustrated passenger has accused the rail ticketing system of being ‘ridiculous’ and ‘trying to catch passengers out’ after she tried and failed to buy a ticket online.

Carla Francome,47,has lashed out at the complicated process when trying to purchase a super off peak ticket from London King’s Cross to Leeds on Sunday.

The marketing manager and cycling campaigner,who was making the journey for work,repeatedly tried to purchase a super off peak ticket – priced at £76 – to allow her flexibility with her journey.

However,she said when trying to make the selection on LNER’s website,it kept automatically switching to an advance single ticket,which was priced at about £57.

While the advance single is nearly £20 cheaper,passengers are restricted to travelling on one specific train at a specific time,meaning if they miss it,they have to buy another one.

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Start your day informed with Metro's News Updates newsletter or get Breaking News alerts the moment it happens.She is now urging ticket companies to smooth out the process,saying that the system is too complicated for passengers to use.Carla told Metro: ‘They were trying to lock me into a certain time,and a certain train. If I missed that train and I got the one half an hour later,my entire ticket would have been invalid.‘I feel stressed about booking tickets because I don’t know how it’s going to go.‘It is so easy to catch people out. People are nervous about travelling on trains and booking tickets because they are scared that they’ve got the time wrong or the wrong route.Comment nowHave you been affected? Email [email protected] Comment Now‘In a cost-of-living crisis,people can’t afford to buy a ticket for £76 and then be told it’s the wrong route or time. People just want flexibility.’She added: ‘The whole UK ticketing system is ridiculous. They have made it much more complicated than they need. It’s not transparent and it’s not easy to navigate. It’s almost as if they want to catch people out.’After trying and failing to buy a ticket online,Carla left her home and went to London St Pancras station so she could buy her ticket in person.She said the staff member then tried to sell her an advance single,because it was cheaper,despite her specifically asking for a super off peak ticket.The back and forth,as well as a wait in the queue,made her almost miss her train.‘Given I’m computer literate,how on earth are people who aren’t supposed to manage?,’ she said.‘I got it wrong,so I’m sure many others could do. It is the most vulnerable who will suffer most from this. It’s no wonder people give up and travel by car.’Carla said the confusing ticketing system might push more people to drive (Picture: Carla Francome)A Department for Transport spokesperson told Metro: ‘We know the current labyrinth of fares and prices can be confusing,which is why we are already making buying a ticket simpler for passengers through expanding digital and contactless ticketing.‘Great British Railways will retail online,bringing together individual train operators’ ticket websites,alongside a thriving private sector retail market,ensuring continued innovation and a better service for passengers.’An LNER spokesperson said: ‘This example does not accurately represent the reality that millions of our customers experience in buying tickets through LNER. 

 

‘The easiest way to view all available ticket types for our services is through the LNER website or highly-rated app. Once a customer enters their journey details,our booking engine clearly outlines the ticket types available and their prices. These include fixed train tickets and flexible fares,such as Off-Peak,Super Off-Peak,and Anytime tickets,where applicable.’A spokesperson for Thameslink,which manages the ticket booth,said: ‘We’re sorry Carla had to wait so long in line. We had three ticket office staff so we’re looking into what called some of them away from duty.‘Our colleague would have had the best intentions in selling a cheaper ticket for the train she was catching but they should have explained what they were doing and offered her the option. We’re sorry this added to her distress.’

What is being done to simplify train tickets?

If you have taken a train anywhere in the UK,the chances are you’ve had to navigate the complex system of different operators ran for profit,ticket types and limitations.

This is coupled with creaking rail infrastructure,cancellations and delays and patchy Wifi.

The government has admitted that the ‘labyrinth of fares and prices can be confusing.’

It is rolling out the Great British Railways,which will bring privately owned operators back into public ownership as part of efforts to improve train services.

So far,South Western Railway and c2c have been nationalised,with Greater Anglia up next,followed by West Midlands Trains,Chiltern Railways and Govia Thameslink. In total,10 operators will be nationalised by 2027.

Once the Great British Railways is up and running,the government will roll out a new online ticket retailer.

It will bring together the operators’ ticket websites in a bid to ‘simplify the complex web of fares and tickets,’ the government said.

Meanwhile,the operator LNER,which is already publicly owned,has launched a trial to simplify its tickets.

Contactless ticketing has been launched across 47 more stations in the South East,and new digital ticketing technology is being trialled in Yorkshire and the East Midlands.

Two new Oyster-style Pay As You Go rail schemes are also being drawn up for West Midlands and Greater Manchester,Metro understands.