Chiltern charge passenger ^30 despite seemingly having a valid ticket.

[whole diary]

[JayMac]

A passenger with an Advance Purchase ticket from Sandwell & Dudley to London Terminals (route: VWC & CONNECTNS) with an itinerary that is...

1157 Sandwell & Dudley - Birmingham New St 1206
walk
1255 Birmingham Moor St - London Marylebone 1446

... follows that itinerary but is charged ^30 at Birmingham Moor St by staff who decide that the ticket isn't valid.

An interesting exchange then follows on twitter where Virgin blame Chiltern, but others defend Chiltern.

https://twitter.com/stampsy1985/status/462919926471471105/photo/1

On the face of it there appears to be some errors in the system where these VWC & CONNECTNS Advance Purchase tickets are giving journey options with the majority of the journey being on the connecting service. That shouldn't really happen. However, Chiltern should not be charging a passenger who has bought a ticket and followed the itinerary. If they believe the ticket to have been issued in error they should, at worst, withdraw it but allow the passenger to complete the journey. They most definitely should not be charging the passenger.

Such a scenario is actually covered in guidance issued to rail staff:

From the Advance Fares FAQs^▸ (Frequently Asked Questions):

Q24 - Can a passenger travel on a TOC^▸ (Train Operating Company) X train if they are booked on another TOC^s Advance ticket e.g. ^TOC Y &
Connections^?

A: As a connecting TOC into the main TOC shown in the routeing on the ticket ^ yes.

As a replacement for the main TOC shown on the ticket - no. (However, during times of disruption, retail and on-train staff should use their discretion, as advised by their Control office).

Please note that ^TOC & Connections^ tickets are not the same as ^dedicated^ tickets and should be treated differently. ^TOC & Connections^ simply means the majority of the journey should take place on the TOC shown plus any other local connections. Unfortunately not all Journey Planners understand the meaning of ^the majority of^, and sometimes the ^majority^ might be a relatively small portion. But it works both ways round as all TOCs are affected, and it all balances out. Do not penalise the passenger if the ticket issuing system gives them a journey where the ^main^ TOC has a relatively small portion, and please report any extreme examples found.

This person who took to twitter wasn't alone in having to buy a new ticket because Chiltern this weekend were erroneously refusing to abide by the National Rail Conditions of Carriage or their own industry procedures:

https://twitter.com/HelenJollye/status/462956714070147072/photo/1

These sort of things should be sorted internally. Passengers should not be made to think they are at fault. And they certainly shouldn't be charged more when they have a valid ticket, itinerary, and ultimately, contract. Chiltern have done themselves and the industry no favours whatsoever here. If this gets wider publicity than twitter and a few forums, Chiltern only have themselves to blame.

[Timmer]

I would fully expect that Virgin will refund passengers who were travelling via different route and charged extra but that will rely on those who were charged extra to put in a claim. It's at times like this that make me cross that passengers that are already inconvenienced by engineering work are having more stress added by TOCs^▸ (Train Operating Company) not ensuring all ticket arrangements are set in place for this past weekends engineering work. Not good enough.

[Timmer]

To make things worse surprise surprise the engineering work at Watford is overrunning. You just knew it would so those who held off their journey this weekend to travel this morning will be disappointed that their journey will after all be affected. Another good PR^▸ (Public Relations) job all round by the rail industry.

[grahame]

Somewhat ironically, then, on Virgin's website:-

Chiltern Railways services are conveying passengers via any reasonable route until further notice. Arrangements have been made for Virgin Trains rail tickets to be accepted for these journeys. Tickets being accepted between London Marylebone and Birmingham Moor Street / Snow Hill in both directions.

I suspect that got on the wrong thread, somehow ... quoting it here 

I note

a) The routing given by the booking engine for the advance ticket is going to be an unusual one - in my experience, advance bookings offer next train / earliest arrival only, and that's not usually going to involve the time taken for a walk across Brum.

b) Engineering works like this offer the company to whom the passengers have been diverted the opportunity to showcase their service.   "Welcome to Chiltern Trains.  Thank you for travelling with us.   We'll be very busy today because engineering works have closed the London to Birmingham via Milton Keynes line, but we'll do our best to give you a comfortable and quick journey.   Why not try our service again [offer deal]"

[John R]

Ah yes, thank you Grahame and apologies. Please feel free to delete it from the other place if you think it would be appropriate.

[grahame]

Ah yes, thank you Grahame and apologies. Please feel free to delete it from the other place if you think it would be appropriate.

All tidied up     ...