I’m car free. I sold my car three years ago and I’ve not missed it. To get around, Jenny and I use our bikes and if we’re travelling longer distances, we will take the train. In theory, the two are a great match – use the bike for your journey to and from the station, use the train to cover the distance. However, in practice, taking bikes on trains in the UK can be a bit of a chore. The cycle policies vary according to which of the twenty-two train operating companies happen to run the train you are travelling on; some require advanced reservations, some do not. Then it can depend on the type of train you will be travelling on; some decent facilities, some have barely any.
The real variable however is the staff on the railways. I must say that the vast majority of railway staff that I have dealt with have been friendly, helpful and courteous to us, despite us being abnormal passengers on account of us travelling with bikes. We always try to play by the rules when it comes to the bikes, however when this has not been possible, I can only think of one occasion when a conductor has not done what they can to accommodate us.
Jenny and I are planning a holiday to Wales this summer. The plan is to take the train down to Carmarthen and then cycle up the coast of Wales to Anglesey (or somewhere) and catch the train back. There is a direct train from Manchester to Carmarthen, so yesterday I went to the ticket office at Manchester Piccadilly (operated by Virgin Trains) in order to buy the tickets and reserve our bikes onto the train. I have bought tickets from this office dozens of times over the past three years, and each time I have found the staff to be friendly and helpful… until yesterday.
Jenny is still of a suitably sprightly age to benefit from the 33% discount offered by holding a 16-25 Railcard. It is a significant discount that is worth having, so I always buy these tickets whenever possible. I have never needed the railcard to buy the ticket; we’ve only ever needed to show the railcard to the conductor on the train or when accessing the platform. However, yesterday I was asked to show the railcard in order to buy the ticket. I explained that I did not have the railcard with me, as it was in my girlfriend’s purse.
“I cannot sell you a ticket without seeing the railcard.”
“Really? I’ve bought tickets from this office on plenty of occasions before and it’s never been a problem?”
“It is written in the terms and conditions of sale that if you are buying tickets from a manned station then you have to present your railcard when buying the ticket.”
“Is it? I’ve genuinely never had a problem with buying tickets like this before!”
At this point, the lady serving me picked up a leaflet which detailed the applicable terms and conditions and started scanning it for the appropriate line to point it out to me. I have never read the terms and conditions, which I am sure applies to 99% of people who buy train tickets. Before she had found the relevant passage, I interjected:
“I’m not disputing the terms and conditions – it’s just that I’ve never had this issue before. On one occasion one of your colleagues wrote on the ticket ‘CHECK RAILCARD’ – can you not do the same?”
(She made a quiet laugh of disbelief) “I cannot write on the ticket!”
By now she had found the relevant line in the size six small print and pointed to it. I paid no attention.
“Is there any way you can sell me this ticket today?”
“No. If my manager finds out that I have sold you a ticket without seeing the railcard then I’ll be in trouble.”
By this point I had gotten frustrated. I had gone out of my way to go to the station and queued for a ticket and I had been prevented from completing this simple transaction, something which I have been able to do without issue many times in the past.
“Thank you for wasting my time!” I announced, before flouncing out of the office muttering some choice language under my breath, along with the word “jobsworth“.
Clearly, I was in the wrong and I have been in the wrong for many years. The terms and conditions do indeed state that I need to present the railcard when buying the ticket. Ironically, I could have walked to the ticket machine next to the ticket office and carried out a similar transaction without needing to present the card. Still, rules is rules.
So, what should have happened? I would have been happy to have been educated; something along the lines of “I will sell you the ticket on this occasion, however please be sure to bring your girlfriend’s railcard with you next time.” I’d have had no problem with that and I would have paid attention to the advice for next time. Alas, it didn’t happen, and I left an unhappy customer.
The railways are an essential service for us; not using them is not an option. One way or another, I will end up buying that ticket. And indeed I already have; I appear to have found the answer: www.eastcoast.co.uk. The online booking service on the East Coast Trains website allows you to make bicycle reservations! I bought the tickets today from the comfort of my office chair without needing to queue and without having to contend with the variable of customer service. It remains to be seen whether the reservations will appear in practice, however it looks good so far. I am able to collect the tickets from the aforementioned ticket machine at no additional cost. And we won’t need to show the bloody railcard until we’re on the train!
So, Manchester Piccadilly Ticket Office – a member of your team has let you down and it looks like you’ve lost a customer.