First Great Western said its online journey planner had also been revamped, while GNER▸ said the mystery shopping exercise had used "complicated and unusual" journeys, so the results were not representative of its customers' experiences.
From looking at the example that the article quoted, I do have some sympathy with the GNER team - although the example quoted was a spectacular overcharge, it might almost have been calculated to entrap the unwary booking agent in my view
if the system didn't provide the relevenat help. On my own experience of
FGW▸ ticket purchases, the staff tend to be very helpful especially on the ex-Wessex journeys, and offer good advise. But then on some of the
HST▸ routes, I've very nearly been sold something more expensive than I needed on a couple of occasions on what were not complex journeys.
