problem trying to purchase tickets online from Worle station

[whole diary]

[Trowres]

NRE^▸ (National Rail Enquiries) provided journeys from Worle to Exeter St David's, but no further (not even St Thomas!)

[JayMac]

I've finally got the message through to thetrainline after some confusion on their part. Their bod on twitter thought WOR was Worcester. 

It still took some explaining as they were adamant that you could book Worle - Plymouth and beyond. Well yes, you could. But only on three trains a day, two of which were giving an itinerary with the first leg going the wrong way to Bristol. thetrainline now agree that the journey should involve the first leg heading toward Taunton.

thetrainline have told me that they will get their techie bods to look at the bug. I suspect they'll need to involve NRE^▸ (National Rail Enquiries) as well, as their journey planner is also giving incorrect journeys.

Bad form of FGW^▸ (First Great Western) to merely forward my initial tweet on this matter to thetrainline. They could've investigated the bug themselves and requested thetrainline fix it. 

In the meantime anyone wishing to purchase tickets from Worle to stations beyond Exeter St Davids should book via a WebTIS based booking engine such as redspottedhankey.com, londonmidland.com or eastcoast.co.uk

[Ollie]

Bad form of FGW^▸ (First Great Western) to merely forward my initial tweet on this matter to thetrainline. They could've investigated the bug themselves and requested thetrainline fix it. 

How so? Surely the people that would investigate would be the people that run the website, in this case The Trainline, I doubt there would be much FGW could do about it other than what was done for you..?

[JayMac]

So I have to chase up thetrainline myself do I? Which I did by the way, knowing that FGW^▸ (First Great Western) had passed the buck. thetrainline then proceeded to make a right horlicks of the information I gave them.

No. The lead operator for the flows in question is FGW. They should investigate and request the fix, not pass the buck.

Whilst I know that thetrainline provides the booking engine for FGW, Joe Public doesn't. All JP sees is FGW's booking engine giving him some weird (and incorrectly limited) journey opportunities from Worle to points west.

[Ollie]

So I have to chase up thetrainline myself do I? Which I did by the way, knowing that FGW^▸ (First Great Western) had passed the buck. thetrainline then proceeded to make a right horlicks of the information I gave them.

No. The lead operator for the flows in question is FGW. They should investigate and request the fix, not pass the buck.

Whilst I know that thetrainline provides the booking engine for FGW, Joe Public doesn't. All JP sees is FGW's booking engine giving him some weird (and incorrectly limited) journey opportunities from Worle to points west.

Where did I say you chase it up yourself? I said The Trainline should investigate.
You stated that FGW forwarded the tweet that you sent them to The Trainline, in my view that is FGW asking The Trainline to fix it.
The fact that the online sales for FGW are done by The Trainline is available to "Joe Public" - it all comes down to reading those Terms though - or if you look in the help bit.

Anyway it's pointless me posting further as I don't think you are going to agree with me anyway.

[JayMac]

I'm not disagreeing Ollie. It just would've been nice if FGW^▸ (First Great Western) explained that they were passing on my concerns to thetrainline. They didn't. I only became aware of thetrainline's involvement when they replied to the tweet I sent to FGW.

That lacked a bit of courtesy on FGW's part, as did getting no response on Facebook, and gave me the impression of buck passing.

[bobm]

For my twopenneth - if a customer has a problem with my services and it is down to a supplier, I go to the supplier not simply forward an email.  Any communication between me and a customer is private.

[Ollie]

I'm not disagreeing Ollie. It just would've been nice if FGW^▸ (First Great Western) explained that they were passing on my concerns to thetrainline. They didn't. I only became aware of thetrainline's involvement when they replied to the tweet I sent to FGW.

That lacked a bit of courtesy on FGW's part, as did getting no response on Facebook, and gave me the impression of buck passing.

That I would agree with, I wasn't aware that you hadn't been told it had been forward to The Trainline as that wasn't mentioned in your post.

For my twopenneth - if a customer has a problem with my services and it is down to a supplier, I go to the supplier not simply forward an email.  Any communication between me and a customer is private.

Fair point, although a tweet isn't private unless it's a protected account.

[JayMac]

And for what it's worth, I doubt FGW^▸ (First Great Western) would've mistaken WOR for Worcester, which is what thetrainline did, in my correspondence on twitter!!!

Working in the rail industry, that's an elementary mistake to make, particularly when entering WOR into thetrainline's booking engine brings up Worle. 

[JayMac]

For completeness, here's the correspondence between myself and thetrainline on twitter:

https://twitter.com/search/%40justinmcaree (click on the 'In reply to Justin McAree' links to see my tweets)

Ignore the most recent tweet from @FGW^▸ (First Great Western), that refers to a different matter. 

[Smartie36]

And for what it's worth, I doubt FGW^▸ (First Great Western) would've mistaken WOR for Worcester, which is what thetrainline did, in my correspondence on twitter!!!

Working in the rail industry, that's an elementary mistake to make, particularly when entering WOR into thetrainline's booking engine brings up Worle. 

Many thanks for chasing this error up with thetrainline, hopefully it'll be sorted asap. Still can't believe that's what the bug is, confusing WOR with a completely different station!

[EBrown]

I bought this to National Rail Enquiries' attention too on Apr 15. No response and no fix yet, so I politely reminded them today, I was told "we shall investigate and get it fixed" (again).

[JayMac]

I've just been informed by Jo at FGW^▸ (First Great Western) Facebook that the bug has been fixed on their booking engine. Appears to be fixed across all thetrainline based booking engines. Yay. 

Don't go looking for times at National Rail Enquiries though. Anything from Worle heading west is still bringing up an error message for weekday journeys and incorrect 'via Bristol' journeys on Saturdays and Sundays.