A consumer group analysis has revealed that ticket machines at railway stations are charging passengers more than double the online price for some journeys. The study by Which? found that same-day rail tickets were 50% more expensive, on average, at stations compared to online prices. The survey also discovered that the best value fares were either unavailable or hidden among several options on many machines.
The plans to close hundreds of rail ticket offices in England were initially proposed but were scrapped in November after a public outcry. This decision came after Prime Minister Rishi Sunak had initially said that closing ticket offices was “the right thing for the British public and British taxpayers”. However, the government decided to ask train operators to withdraw the idea due to failing to meet high passenger standards.
Currently, just one in six of the 1,766 train stations controlled by the government has a full-time ticket office, according to industry figures.
The consumer group, Which?, conducted a study using mystery shoppers at 15 different train stations, each run by a different train operator, comparing the price of 75 journeys from a ticket machine against the online retailer Trainline. Results showed significant price differences, with some journeys costing more than double at the ticket machine compared to online prices.
Rory Boland, editor of Which? Travel, called the price differences “simply astounding” and stated that huge numbers of commuters are potentially paying significantly more than necessary when traveling around the country. The revelation is particularly concerning for the elderly population, who may not have internet access and therefore rely on ticket machines, which do not offer the best prices.
The Rail Delivery Group, which represents train companies, acknowledged the need for progress and stated that they will continue to work with the government to achieve further reforms. In December, the Department for Transport announced that regulated train fares in England would rise by up to 4.9% from March, an increase capped below inflation and delayed from January when hikes usually come into force.
The research report shed light on the challenges faced by passengers when purchasing railway tickets and emphasized the need for pricing reforms to benefit customers. This issue has become a point of contention in the ongoing efforts to improve the accessibility and affordability of rail travel in England.
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