Which? asked 25 questions of both station staff and the National Rail Enquiries (NRES) helpline. Only half of the 50 questions were answered correctly. If customers had followed all the advice given, they would have been £1,263. 60 worse off.
Bad advice was given for the cheapest fare for a single journey between London and Grantham. For a ticket bought on the day of travel, both NRES and a King’s Cross station clerk quoted GNER’s £44. 50 fare, ignoring a Hull Trains service which leaves 10 minutes earlier and costs just £20.
Some of the most costly misinformation was given for journeys where season tickets should have been recommended. Passengers making a return journey between Swindon and Penzance twice in a week could buy a ticket from one company for £70 which would cover all the travel. But both NRES and station staff quoted £67 for each journey, making £134. However, the NRES website proved to be a much more reliable source of information.
Which? also checked “the earlier you book, the cheaper the ticket” claims by five companies and found this was not always the case. On some services, prices went up and down at random.
Ithiel Mogridge, 52, gave one example of poor advice: “Last Christmas I found my brother a ticket on the train line. Come to travel from Blackburn to Yate. While the direct route was £51, this one involved a change in Newport and cost just £21. I emailed the details to him and his partner. They went to Blackburn station, where the clerk insisted the fare was £51.”
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