Great Northern to rebrief staff on ticketing after incorrect advice given

PUBLISHED: 16:35 17 May 2018 | UPDATED: 16:35 17 May 2018

Great Northern services are changing massively under a new timetable. Picture: Great Northern

Great Northern services are changing massively under a new timetable. Picture: Great Northern

Archant

The Great Northern rail line operator is to rebrief station staff after passengers received incorrect ticketing advice ahead of an overhauled timetable’s introduction this weekend.

The timetable, dovetailing Govia Thameslink’s Great Northern and Thameslink lines, will see some Great Northern trains now go via London St Pancras to Thameslink stations like Farringdon, Blackfriars and London Bridge.

But there has been confusion over whether existing Great Northern season tickets for London terminals will cover journeys further along this route beyond St Pancras.

Jonathan Sever, an editorial staffer from Hitchin, currently commutes to King’s Cross before walking a mile or so to work.

He was told by Thameslink staff at Farringdon – which is much nearer his workplace – that his existing London-terminal season ticket would be sufficient for him to commute beyond St Pancras from next week.

But Govia today told this paper the Thameslink staff at Farringdon were incorrect and that people in Jonathan’s position would need to get their season tickets changed to the appropriate destination – something the firm said would mean a more expensive ticket, but would not be subject to any administration fee.

A spokesman apologised for the incorrect advice, adding: “We will rebrief staff immediately.”

Jonathan, 41, told this newspaper: “There is so much confusion. It’s lucky there’s not a major timetable alteration on the horizon! With such a major overhaul starting on Sunday, how are passengers meant to have a clear picture if the staff are even less clued up?”

Jonathan, who moved to Hitchin in December, said the staff at Farringdon had told him he was not the first to ask about this issue – meaning other passengers could now potentially be penalised for going beyond St Pancras with their old London-terminal season tickets.

He queried the issue only after seeing a post in the Hitchin Rail Commuters Facebook group, having seen nothing about it in the railway’s FAQs. He was then confused by advice from Great Northern’s customer service team that he would need to change his ticket to a Thameslink one.

A Govia spokesman told this paper: “It doesn’t matter whether it is a Great Northern or a Thameslink key smartcard the passenger has – it is the actual ticket your reader has loaded to it.”

Related articles

0 comments

Welcome , please leave your message below.

Optional - JPG files only
Optional - MP3 files only
Optional - 3GP, AVI, MOV, MPG or WMV files
Comments

Please log in to leave a comment and share your views with other Royston Crow visitors.

We enable people to post comments with the aim of encouraging open debate.

Only people who register and sign up to our terms and conditions can post comments. These terms and conditions explain our house rules and legal guidelines.

Comments are not edited by Royston Crow staff prior to publication but may be automatically filtered.

If you have a complaint about a comment please contact us by clicking on the Report This Comment button next to the comment.

Not a member yet?

Register to create your own unique Royston Crow account for free.

Signing up is free, quick and easy and offers you the chance to add comments, personalise the site with local information picked just for you, and more.

Sign up now

More news stories

10:18

An inquiry into the chaos that ensued following the introduction of Govia Thameslink Railway’s May timetable has revealed “an apparent gap in industry responsibility and accountability”.

08:28

The vicar of Bassingbourn’s parish church has said they will be moving forward with fundraising for a reordering project, now the judgement to grant major building works to the building has been passed.

Yesterday, 16:20

The date of the next Working for Royston meeting for the community has been confirmed.

Yesterday, 15:26

Figures published by the government have revealed how many people were diagnosed with a sexually transmitted infection (STI) in North Hertfordshire and South Cambridgeshire last year.

Most read stories

Most commented stories

Show Job Lists

Digital Edition

Image
Read the Royston Crow e-edition E-edition

Newsletter Sign Up

Royston Crow weekly newsletter
Sign up to receive our regular email newsletter

Our Privacy Policy