In March of last year, I was travelling from Burton-on-Trent to London, and wanted to purchase a Super Off Peak return (valid on XC and WMT only). The ticket machine did not make this option available, despite the fact that it was at a time when the ticket was valid. The cheapest available ticket was an Off Peak Return. I bought the ticket at the ticket office without issue, so no problem there, but decided it was worth raising the issue with the TOC that manages the station (EMT), so that other customers wouldn't be overcharged.
After a long wait, eventually, in July last year, EMT got back to me to thank me for raising the issue, and stated that they were arranging for the machine in question to be "updated".
Last Sunday I made the same journey, and again tried to use the ticket machine--and once again, it only offered the Off Peak return. Again, I was able to buy the right ticket at the ticket office. I am though disappointed that EMT appears not to have updated the machine after all, and seems therefore to be (at risk of) overcharging customers systematically, nearly a year since the issue was brough to their attention. I have followed up with EMT by e-mail, but I wonder what my next steps should be if they do not respond speedily or satisfactorily. Would it be appropriate to go to Transport Focus next?
After a long wait, eventually, in July last year, EMT got back to me to thank me for raising the issue, and stated that they were arranging for the machine in question to be "updated".
Last Sunday I made the same journey, and again tried to use the ticket machine--and once again, it only offered the Off Peak return. Again, I was able to buy the right ticket at the ticket office. I am though disappointed that EMT appears not to have updated the machine after all, and seems therefore to be (at risk of) overcharging customers systematically, nearly a year since the issue was brough to their attention. I have followed up with EMT by e-mail, but I wonder what my next steps should be if they do not respond speedily or satisfactorily. Would it be appropriate to go to Transport Focus next?