Great Western Coffee Shop

I'm on my travels - starting tomorrow - and just checking through my tickets, ordered online and delivered by post.  I note they're priced substantially below the figure that was quoted online when I ordered, and hand-written on the confirmation it says "please pay the XXX train locally. Ticket cheaper".

What an excellent piece of customer service - it's things like this which really build appreciation and loyalty, and I'll use that online booking service again - even if it costs a few quid more.   Somehow I can't imagine the same thing happening if I booked a Swindon to Salisbury ticket, but the I might be being unfair in suggesting that.  I'm not going to experiment to find out though - I can't really afford to throw away the price of the ticket, and I refuse to put the local TOC to all the trouble and cost of booking and refunding.

Any other stories of booking systems / staff saving you money?  We hear too many stories the other way.