Great Western Coffee Shop

First Group are quite well known for spelling errors in information they provide, but this is a new one on me.

Someone (on Twitter) was told they couldn't board the train as it is a peak service between Paddington (PAD) and Newbury (NBY) (at 1733). They were in possession of an off-peak ticket.

But look what the TVM said:
(https://p.twimg.com/AsEVfOrCMAIKUOm.jpg)
There are a catalogue of errors there, the 1806 is off peak and not listed. The 1818 doesn't even exist.

What would your advice be in this situation?

Part 1 (https://twitter.com/#!/Ladybellington/status/198462453749780480)
Part 2 (https://twitter.com/#!/Ladybellington/status/198463484835540992)

NRE Response (https://twitter.com/#!/nationalrailenq/status/198466677497790464)

Having re-checked the validity it would appear that the TVM is disagreeing with ticket validity after all.

The relevant validity code for the Off Peak Day Return from Paddington to Newbury is J9

http://www.nationalrail.co.uk/pdfs/CDR_J9.pdf

That does indeed bar the 1733. However as the TVM says different then the passenger is perfectly entitled to take that train. Where there is a difference of opinion in published or advertised terms then the term more favourable to the passenger should prevail.

I'd be using that picture as evidence though! Now the anomaly has been highlighted, expect a fix pretty sharpish.

I'd say with the TVM providing incorrect information they shouldn't be charged any extra if found on the train, but it seems like they were told the correct information at the barrier, once you've been told I'd think you'd be on dodgy ground to then get on the train. Compensation for the inconvenience would be appropriate in my opinion though.

Of course, getting through the barriers is the difficulty here.

That said I once had an occasion at Paddington where I was being given conflicting information and successfully argued my ticket was valid and was allowed to travel. That led to an anomaly being fixed so I tend to keep my mouth shut now and where possible board the train armed with the evidence. If I can't board, I won't.

Paddington's evening peak restrictions are not blanket and there's always the option of a slow train to Reading, Oxford, Newbury etc. with one or two semi-fast HSTs also valid.

It seems the restriction shown on machine hasn't been changed, what is now the 17:36 local service used to be the 17:33.

At Pangbourne, when you buy an off-peak return to Paddington, the nice lady asks "do you know what trains you can come back on", and she has slips of paper listing them she can hand to you.  The list includes the 1706, 1806 and other HST's.  I think these slips are a local initiative.

Useful to keep as evidence/reassurance that your tiket is valid on the way home.

The HST's involve a change at Reading and may not get you home quicker, but it's a lot more comfortable than squeezing on the 1718, 1736, 1818 etc off Padd.

See also http://www.firstgreatwestern.info/coffeeshop/index.php?topic=9271.0 - the phantom train on the TVM machine, and some of the funny (and not so funny!) pricing at the peak shoulder off Paddington to Bedwyn and Westbury.

SWT have little cards which show the validity of off peak and super off peak tickets on their flows towards London, they do have fairly simple uniform restrictions though. FGW also have the validity of Off Peak Day tickets for popular tickets on branchlines printed in branchline timetables and on the timetable posters at stations. Cards printed and available at ticket offices detailing restrictions on popular flows from that station would be quite useful in my opinion.