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Description

Simon Brandon

On 24th December at about 13:30 I went to Euston station to catch a train to Hemel Hempstead. I have an annual zones 1-2 travel card and therefore when I tried to purchase the ticket from one of London Midland's ticket machines I wanted to use my goldcard to reduce the price of the ticket. The ticket machine did not have the option to use a goldcard and therefore I had to join the long que for the ticket office. When I reached an available window I asked for a single to Hemel for immediate travel with use of the goldcard. The attendant applied the goldcard discount but despite the time of day proceeded to sell my an anytime ticket rather than an off-peak ticket. As my train was due to leave by now I did not have time to challenge this at the station and therefore I would like you now to confirm:

1) Whether I should have been sold an off-peak ticket and if so why I was not sold such a ticket. If the anytime ticket was correct, again please explain why given the time of day I was travelling; and

2) Why goldcards are not available as a travel card option on your ticket machines.

I would appreciate a prompt response to these questions.

Regards,

Problem History

  • 1 Simon Brandon reported the issue on FixMyTransport. close 20:55 27 Dec 2012
  • 2 Simon Brandon wrote to London Midland close 20:55 27 Dec 2012

    Here is the letter that Simon Brandon wrote.

    Off-peak tickets

    On 24th December at about 13:30 I went to Euston station to catch a train to Hemel Hempstead. I have an annual zones 1-2 travel card and therefore when I tried to purchase the ticket from one of London Midland's ticket machines I wanted to use my goldcard to reduce the price of the ticket. The ticket machine did not have the option to use a goldcard and therefore I had to join the long que for the ticket office. When I reached an available window I asked for a single to Hemel for immediate travel with use of the goldcard. The attendant applied the goldcard discount but despite the time of day proceeded to sell my an anytime ticket rather than an off-peak ticket. As my train was due to leave by now I did not have time to challenge this at the station and therefore I would like you now to confirm:

    1) Whether I should have been sold an off-peak ticket and if so why I was not sold such a ticket. If the anytime ticket was correct, again please explain why given the time of day I was travelling; and

    2) Why goldcards are not available as a travel card option on your ticket machines.

    I would appreciate a prompt response to these questions.

    Regards,

  • 3 Comments responded to Simon Brandon close 21:00 27 Dec 2012
    This is confirmation that we have received your email.

    Unfortunately, due to an unusually high volume of
    correspondence, responses may take longer.  For an indication of
    the approximate dates we are working on, please click on this
    link [1]http://www.londonmidland.com/contact/con... and
    scroll down to the section titled "Customer Relations
    correspondence dates".

    If the matter is clearly urgent, we will try our best to reply
    sooner.

    Thank you for your patience.

    Kind Regards,

    Customer Relations Team

    London Midland

    Buy tickets for any UK rail journey - with no booking fee - at
    www.londonmidland.com

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  • 4 London Midland responded to Simon Brandon close 10:06 30 Dec 2012
    Dear Mr Brandon

    Thank you for your e-mail.

    I regret to inform you but the decision was made to not provide a Gold Card
    discount on our ticket machine due to the amount of passengers applying
    this discount in error to their tickets. I am unsure as to why you were
    sold an anytime ticket if you did not inform the booking office staff
    member you were traveling back during peak travel.

    So I can look into this matter further for you can you please provide me
    with a copy of your gold card and the original ticket you purchased from
    London Euston? It would also be helpful if you could quote our reference
    number when you reply to us. Our freepost address is London Midland,
    Freepost MID17926, Birmingham, B2 4QT.

    Please once again accept my sincere apologies for all inconvenience caused.

    Thank you for your cooperation regarding this matter.

    Yours sincerely,

    Zowie Lewis
    Customer Relations Advisor

    London Midland, P O Box 4323, Birmingham, B2 4QT

    Buy tickets for any UK rail journey - with no booking fee - at www.londonmidland.com

    Save a tree... Please don't print this email unless you really need to.

    This email is sent subject to our email disclaimer which can be accessed online at www.londonmidland.com/disclaimer
  • 5 Simon Brandon commented close 21:24 07 Feb 2013

    I have written to London Midland providing further details about this issue as they requested. I am waiting for a response from them.

  • 6 Simon Brandon added an update close 08:39 24 Jul 2013

    London Midland have written back informing me that they have restored the goldcard option on their ticket machines and that they will be providing a refund for the extra amount I was charged for the peak ticket. They still have not explained why I was sold a peak ticket for off-peak travel, so I would advise London Midland passengers to check this issue with their future ticket purchases to ensure they are not being overcharged.

Comment
  • started 27 December 2012
  • supporters 1
Train route between Hemel Hempstead and London Euston operated by London Midland
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