7 November 2024
RMT Press Office:
Rail union RMT, today published survey results revealing Trainline's destructive practice of ripping off passengers, misleading the general public, and undermining the integrity of the railways.
The survey, which asked more than 2,600 rail workers about their experiences, uncovered a range of serious problems with Trainline's ticketing system — bogus tickets, excessive pricing, and confusing fare options.
The results show that Trainline does not deliver best-value fares and has put profits ahead of its commitment to deliver a public service.
Trainline is set to release its half-year results today, following a September update revealing £2bn in ticket sales and a 17% revenue increase to £106m in the first half of the year.
RMT General Secretary Mick Lynch said “Trainline is a profiteering machine that’s ripping off passengers and unnecessarily costing taxpayers.
“Their model relies on hidden fees, deceptive ticket options, and overpriced fares – all designed to boost shareholder profits at the public’s expense.”
Key Findings:
Invalid Tickets and Extra Costs: Over 90% of RMT members surveyed reported that Trainline sells tickets invalid for passengers’ journeys, forcing many to pay twice or risk penalties. Nearly 80% of staff said they’d encountered passengers who bought tickets through Trainline only to find them useless and requiring a new purchase.
Unfair Fees and Overpriced Tickets: Trainline adds booking fees on almost all transactions, with 60% of RMT members reporting that Trainline’s prices were consistently higher than necessary. The platform frequently fails to apply discounts such as GroupSave or regional offers, leaving customers to pay more than they would directly at a ticket office.
Incomplete and Misleading Information: Staff report that Trainline’s information about train schedules, cancellations, and platforms is often inaccurate or outdated. Unlike direct ticketing from train operators, Trainline’s platform doesn’t integrate with real-time updates, causing many passengers to miss trains or receive no compensation for delays.
No Guarantee of the Best Fare: Over 90% of RMT members believe that Trainline fails to provide passengers with the best-value fare. Trainline’s default settings prioritise more expensive fares rather than transparently displaying cheaper options. Their “Splitsave” feature can be confusing, with tickets restricted to specific trains and times, leaving many passengers unexpectedly out of pocket.
These findings show that Trainline’s model is incompatible with a fair and integrated public rail service.
RMT believes that a publicly owned Great British Railways (GBR), as proposed by Labour, would eliminate the need for third-party profiteering by bringing ticketing directly under public control.
This would deliver transparent, best-value fares to passengers and would retain and enhance the vital role of ticket offices and onboard train staff.
Mr Lynch added:
"A nationalised, publicly-owned rail ticketing system would mean transparency, fair prices, and best-value fares for every passenger.
“RMT supports plans to simplify ticketing and the creation of Great British Railways should be an opportunity to tackle the rip-off and the confusion that Trainline has thrived off.
“It is a first step to ensuring rail ticketing returns to public ownership, putting passengers and staff first.”
END
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