Why Should We Be Offered the Cheapest Rail Fare?
The news that consumer watchdog Which? magazine has found rail operator ticket sales staff not quoting the cheapest fares probably won’t surprise anyone. If the research is rigorous, which the Association of Train Operating Companies (ATOC) says it is not, it shows a serious customer disservice on their part. Assuming Which?’s data is good, one question remains unanswered: is this an issue of laziness and ignorance, or is it a conscious policy to wring revenues out of passengers? Even at best, it’s a customer service gaff on a fairly large scale. There are a few issues which may support the innocent mistake option: Rail tariffing is mind-bendingly complex, with every train operator given a relatively free hand to set fares however they like….
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