Overcharged £100 by GWR?

Gt86 · 25 Mar 2024

Firstly sorry if this is a duplicate post, thought I'd just made one but can't see it coming up....

I bought some tickets from GWR online totalling £434, collected the tickets today and noticed the face value of them comes to just short of £100 less (collected all the tickets from the machine etc)

Spoke to GWR, turns out I'd paid £188 for a sleeper berth reservation but the amount on the ticket says £94 (attached), had a bit of a theoretical discussion with them around 'that's odd', 'not sure why it's done that', 'are you sure there are both reservations on the ticket' and 'but you were OK with the price', whereas my POV is if I'm paying a certain amount for something and then receive seething with a price of half what was charged surely I've been overcharged?

Person I spoke to at GWR was helpful but unable to resolve it so has raised a case that could take 20 days to be investigated?

Be good to know what everyone thinks about this and if I should have to wait 20 days for them to investigate 'if' they have overcharged me?

Thank you!

RailUK Forums

skyhigh · 25 Mar 2024

Does ticket number 07009 have a different price on it?

Bletchleyite · 25 Mar 2024

£188 is suspiciously twice £94. Is this for two people and are you potentially missing the other one of the reservations as pictured?

Gt86 · 25 Mar 2024

Yes those are the tickets for travel, c. £50 each, the reservation has the 'sleeper suplimemt fee' on it, checked all the other tickets with GWR and those all match up, just this one that was charged at £188 but has a face value of £94 (forgot to say, there's def 2 berths on the reservation but scribbled them out as didn't want to publicise online where I'd be sleeping on which day!)

Bletchleyite said:
£188 is suspiciously twice £94. Is this for two people and are you potentially missing the other one of the reservations as pictured?

See below, there's def 2x reservations on the ticket

island · 25 Mar 2024

I wonder if it's £94pp and the reservation has just printed the price for one person.

Gt86 · 25 Mar 2024

island said:
I wonder if it's £94pp and the reservation has just printed the price for one person.

That might be the case, but ignoring that it's a reservation, surely if I'd bought a standard ticket for travel for £100 and then what came out the machine when collected said £50 on it, I'd have been charged £100 for something worth £50? It managed to put both reservations on one ticket, surely if it needed the price for two people then the reservations would have been on seperate tickets?

Bletchleyite · 25 Mar 2024

I'm inclined to think that what has happened is that the printing TVM has combined the two reservations (which would normally be issued separately) onto one ticket, and because sleeper reservations aren't the most common thing in the world it's screwed up when doing so and only showed the price of one.

That is, that you've probably paid the right amount but nobody thought to add up the prices of two reservations consolidated onto one coupon because the price is normally £0.

I just did a search for the day on your ticket (which isn't very well blocked out

) and I got £150 for a single supplement, so £94 for each person, double occupancy sounds about right. So I don't think you have been overcharged.

Gt86 said:
That might be the case, but ignoring that it's a reservation, surely if I'd bought a standard ticket for travel for £100 and then what came out the machine when collected said £50 on it, I'd have been charged £100 for something worth £50? It managed to put both reservations on one ticket, surely if it needed the price for two people then the reservations would have been on seperate tickets?

You are assuming competence on the railway where very often none exists.

I'm almost certain it is just a printing error - it's combined the two reservations onto one coupon but not added the two prices up.

Gt86 · 25 Mar 2024

Good news GWR didn't take the 20 days they stated to get in touch, only a few hours which isn't that bad, however I don't understand how this reply is relavent!?

Bletchleyite · 25 Mar 2024

That's pathetic, a copy paste response that doesn't address your question.

However unless you specifically want to create them work in return for the disrespect of sending that, then I'd give up - you have almost certainly paid the correct amount, the TVM has just cocked up combining two reservations into one and only shown the price of one instead of summing them. Thus you haven't got something worth £94 less, you've got something that incorrectly has half its correct price printed on it.

Gt86 · 25 Mar 2024

Bletchleyite said:
That's pathetic, a copy paste response that doesn't address your question.

However unless you specifically want to create them work in return for the disrespect of sending that, then I'd give up - you have almost certainly paid the correct amount, the TVM has just cocked up combining two reservations into one and only shown the price of one instead of summing them. Thus you haven't got something worth £94 less, you've got something that incorrectly has half its correct price printed on it.

I might persevere with it tomorrow, just noticed the ticket the GWR call centre opened for me is called 'Customer has been over charged for Sleeper Cabin' so might be some mileage in it, when I'm less tired

Bletchleyite · 25 Mar 2024

Gt86 said:
I might persevere with it tomorrow, just noticed the ticket the GWR call centre opened for me is called 'Customer has been over charged for Sleeper Cabin' so might be some mileage in it, when I'm less tired

Just make sure they don't think you only wanted one bunk and cancel the other one.

Hadders · 26 Mar 2024

I've had a very similar issue last month and have a case logged with GWR customer services about it.

Booked two single sleeper berths but the TVM only printed one coupon. The price on the sleeper berth coupon was the total price of both berths but the coupon said it was only for one berth, not two.

Thankfully common sense prevailed when we boarded the sleeper in Penzance, and two berths were listed on the manifest. I complained to GWR and got an inappropriate reply from their customer services. Thankfully I'd kept all of the tickets and the collection recipt and it was only when I sent a photo of this to them, which proved it wasn't a TVM print error that they sent the case to their IT team.

I'm still waiting for an update from GWR.

Mcr Warrior · 26 Mar 2024

If the transaction cost totalled an overall £434, what cost were the (two?) actual travel tickets themselves after excluding the (2 x £94 = £188?) sleeper supplement.

£246, possibly?

So, were these two London Paddington -> Penzance advance singles sold at different pricing tiers?

gray1404 · 26 Mar 2024

Given these tickets appear to be collected by Ticket on Departure from a Ticket Vending Machine I am sure there are trusted folk on this forum the OP and private message the collection reference number to for the booking details to be recalled. We will then see exactly was was purchased and at what price and the OP can compare this against what was printed.

Was this booking made over phone? Did they send you can email confirmation with an itinerary?

Haywain · 26 Mar 2024

gray1404 said:
Given these tickets appear to be collected by Ticket on Departure from a Ticket Vending Machine I am sure there are trusted folk on this forum the OP and private message the collection reference number to for the booking details to be recalled. We will then see exactly was was purchased and at what price and the OP can compare this against what was printed.

Or the OP can check his own booking history and see exactly that without needing any outside assistance.

Gt86 · 26 Mar 2024

Mcr Warrior said:
If the transaction cost totalled an overall £434, what cost were the (two?) actual travel tickets themselves after excluding the (2 x £94 = £188?) sleeper supplement.

£246, possibly?

So, were these two London Paddington -> Penzance advance singles sold at different pricing tiers?

I bought a combination of tickets to penzance and back, plus bus tickets etc

Gt86 · 26 Mar 2024

Haywain said:
Or the OP can check his own booking history and see exactly that without needing any outside assistance.

I've done that already with GWR, they matched all the other tickets and am happy with them all. My argument with them is (and tvm quirks aren't reallyy fault I don't think / if they want you to collect from a tvm they can ensure it prints properly / it seems a know issue based on a comment above) that they charged me 188 for something, when provided to me the face value was 94

Haywain said:
Or the OP can check his own booking history and see exactly that without needing any outside assistance.

I've done that already with GWR, they matched all the other tickets and am happy with them all. My argument with them is (and tvm quirks aren't reallyy fault I don't think / if they want you to collect from a tvm they can ensure it prints properly / it seems a know issue based on a comment above) that they charged me 188 for something, when provided to me the face value was 94

Bletchleyite · 26 Mar 2024

Gt86 said:
I've done that already with GWR, they matched all the other tickets and am happy with them all. My argument with them is (and tvm quirks aren't reallyy fault I don't think / if they want you to collect from a tvm they can ensure it prints properly / it seems a know issue based on a comment above) that they charged me 188 for something, when provided to me the face value was 94

The face value (the actual value of what you've bought) is £188. There has just been a printing error.

What do you want them to do, get you to go to a station, cross out £94, write £188 and put a booking office stamp on it? If it's that important to you perhaps they'll agree to do that, but it could only even possibly be an issue if you refunded it, and you've presumably got a receipt.

A refund isn't due because you've been charged correctly so far as I can see.

rg177 · 26 Mar 2024

I had the opposite problem when I booked back in 2021 - paid for a solo berth and the agent seemed to book me several different rooms. The host was mightily baffled :lol:

The Sleeper team were a specialist/dedicated team that used to sit behind me when I worked at First - so I'd hope that your nonsensical reply received about ticket types hasn't come from them.

Overcharged £100 by GWR?

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