Ombudsman or Complaint procedure?

[parchment]

Quick bit of advice needed.

I've been looking to explore a certain journey - not the shortest, nor irect but according to the Routing Guide, a valid journey. When discussed with two of the local stations, there appears to be a lot of "Hmmmm" "not sure" and ill informed advice.

In summary, National Rail have emailed me to confirm my proposed journey is okay. However, I'm still waiting to hear back from the fare setter and two of the possible train providers running the route after I emailed them.

I'm struggling to get ANY information of them to confirm or deny that this route is valid.

Is there a "voice of reason" who can I complain to, or Ombudsman I can contact to clarify this situation, in writing ?

Cheers

 

[MyFriendMary]

Couldn't you do a print out of the email and take it to station staff to show that National Rail have endorsed the route you wish to take?

 

[Haywain]

So, you've checked the routing guide and you think it's clear and you have an email from "National Rail*" that confirms it is valid, but you want a third or fourth opinion? I think the best place to ask would be on an internet forum. Probably this one, but under Fare Advice and Policy. This is not sarcasm, but genuine advice.

The industry does not have an ombudsman, and Passenger Focus cannot act until you have tried the complaints procedure with a TOC and I doubt they will even then give you a straight answer.

Personally, I don't claim to be a routeing expert, but I'd be happy to give you an opinion of whether your proposed route is vaid if you want to PM me the details. I'm sure others would also be happy to help.

*Presumably National Rail Enquiries.

 

[lemonic]

If your ticket is valid on a route it is not intended to be valid on and you have contacted the fare-setting TOC to let them know of this, then the ticket may not be valid on this route for much longer!

 

[RJ]

Quick bit of advice needed.

I've been looking to explore a certain journey - not the shortest, nor irect but according to the Routing Guide, a valid journey. When discussed with two of the local stations, there appears to be a lot of "Hmmmm" "not sure" and ill informed advice.

In summary, National Rail have emailed me to confirm my proposed journey is okay. However, I'm still waiting to hear back from the fare setter and two of the possible train providers running the route after I emailed them.

I'm struggling to get ANY information of them to confirm or deny that this route is valid.

Is there a "voice of reason" who can I complain to, or Ombudsman I can contact to clarify this situation, in writing ?

Cheers

You're on a hiding to nowhere. The National Routeing Guide exists as it's mandated by privatisation. That doesn't mean to say that all ticketing staff have the foggiest idea how or when to use it, or have even heard of it.

If the ticket is shown as valid for your chosen route on National Rail Enquires, use it. Come back if you have any issues with ticket inspection staff when using the ticket.

Good luck.

 

[Gathursty]

Does this journey involve passing through your username?

 

[maniacmartin]

Can you get National Rail Enquiries website Journey Planner to give you an itinerary on a single ticket for the route you have in mind?

 

[34D]

Agree a PM to someone on here for a second opinion sounds best.

Be aware that NRE/ATOC aren't a party to your civil contract to travel

 

[yorkie]

Have you read RailUK Fares & Ticketing Guide - Section 3 - Routeing ?

Quick bit of advice needed.

I've been looking to explore a certain journey - not the shortest, nor irect but according to the Routing Guide, a valid journey.

Then it's valid. Is there any reason why it's not posted here?

When discussed with two of the local stations, there appears to be a lot of "Hmmmm" "not sure" and ill informed advice.

Ask the relevant TOC if their staff accept tickets by routes which are shown in the Routeing Guide.

In summary, National Rail have emailed me to confirm my proposed journey is okay.

Then end of!

However, I'm still waiting to hear back from the fare setter and two of the possible train providers running the route after I emailed them.

To ask if it's intended? If it causes any anomalies and you alert them of this, I expect they will ask ATOC to change the Routeing Guide. The toothless DfT agree to most of ATOC's routeing guide change requests.

I'm struggling to get ANY information of them to confirm or deny that this route is valid.

You just said it is shown as valid in the Routeing Guide, and that National Rail Enquires (the definitive source of info) agree it's valid!

Is there a "voice of reason" who can I complain to, or Ombudsman I can contact to clarify this situation, in writing ?

I will assume it's a non-London journey, so you can complain to Passenger Focus if you are unhappy with the response given by any Train Company.
--- old post above --- --- new post below ---

If your ticket is valid on a route it is not intended to be valid on and you have contacted the fare-setting TOC to let them know of this, then the ticket may not be valid on this route for much longer!

Indeed!

 

[bb21]

Asking for more confirmation is just asking for trouble imo. You already have sufficient evidence to demonstrate that you are on a permitted route. Do you want to get routeing permission for this ticket changed by bringing it to as many people's attention as possible?

If your intention is so that you have a journey without much hassle, then unfortunately if the ticket you are using is a quite obvious anomaly, that is all part of the package. In addition, no matter how much evidence you present, if the guard refuses to accept your explanation and initial evidence, no matter how much more you present, you will not change his mind.