UK rail companies to trial major rail fare changes for clearer ticket choices

An overhaul of rail fares is to be trailed by UK rail companies to provide passengers with clearer, simpler ticket choices.

Trials of an overhauled rail fare system are due to take place in May this year on selected routes offering new pricing, simpler routes with clearer choices and removing unnecessary and unwanted fares. According to the Rail Delivery Group, the changes would guarantee customers simpler fares and the best possible deal every time they travel. The Department for Transport worked with industry and consumer groups to develop an Action plan for information on rail fares and ticketing.

Also included within the Action Plan are measures to make ticket machines more user-friendly. Furthermore, they will give customers better information and make it simpler to find the right ticket at the right price.

Proposed changes to ticket machines have been outlined in a ten-point plan by the Rail Delivery Group. This includes getting rid of jargon, informing customers when a machine will start to sell cheaper off-peak tickets and making clear what types of tickets machines do and do not sell. Improvements are due to be in place by the end of this year.

Details of the rail fare overhaul…

• A route will be overhauled to reflect what is actually on offer, ending the existing situation where changes to train services in many cases only allow fares to be added to the system rather than older, less relevant routes which customers do not use being removed from the fares system to make it clearer; 
• A best value end-to-end ‘through fare’ will be offered for test journeys where customers change trains, by offering one price combining the cheapest fare for each leg of the journey. Current rules require operators to set and maintain a through price even where there are cheaper deals; 
• Easier journey planning by showing customers the best price in each direction on selected routes, allowing customers to mix and match the best fare – like airline bookings.

The overhaul requires changes to regulated return fares dating back to the 1980s that can’t be sold easily online. This has prevented train companies from being more flexible in offering tickets that customers want.

Jacqueline Starr, Rail Delivery Group Managing Director of Customer Experience, said:  “We know customers can find it hard to get the right ticket for their journey due to complex rules and regulations built up by governments over decades. There are more than 16 million different train fares, many of which nobody buys. This also makes it more difficult to give passengers the right, simple options on ticket machines.

“Working with government, we’re determined to overhaul the system to cut out red-tape, jargon and complication to make it easier for customers to buy fares they can trust, including from ticket machines.”

Reacting to the announcement, Anthony Smith, chief executive of the independent watchdog Transport Focus, said: “What’s clear from our research is that passengers find the ticketing system far too complex. The presence of cheaper fares that are ‘hidden’ in the system really damages trust between passengers and train companies.

“These trials are a welcome step in providing clearer information on ticket restrictions and greater transparency on price. As part of the Rail Fares and Ticketing Action Plan group we will be monitoring these measures to make sure passengers are getting a better deal.”

Vickie Sheriff, Which? Director of Campaigns and Communications, added: “Passengers have struggled with a complex and confusing ticketing system for far too long. This is why Which? pressed the industry and government to tackle fares and ticketing in an action plan agreed at the end of last year.

“This is just the first step. The rail industry must now deliver on this plan as passengers will expect big changes to make fares and ticketing system easier to understand. People must be able find the best ticket for their journey and cheaper fares must not be hidden.”