Virgin Trains Ticketing calls on politicians to unlock a better deal for UK passengers

Rail passengers are left confused when it comes to getting the best deal on their train travel because retailers are blocked from offering all of the different tickets and fares available, Virgin Trains Ticketing has warned, as it calls on all political parties to ensure passengers can get the best deal wherever they buy their ticket.

More than half (57%) of rail passengers have no idea that train operators can restrict certain fares, which do not have to be made available for sale by independent retailers (such as Virgin Trains Ticketing or Trainline) – stifling competition and leaving commuters confused about how to get the best fare.

Despite more than four in five (86%) passengers polled agreeing that train fares should be the same wherever you buy your train ticket from, some train operators are withholding certain fares, products and features from other retailers, causing frustration and confusion for passengers – there are more than 25 fare types that aren’t made available for retailers to sell.

More than seven in 10 (77%) feel train fares are complicated to understand, and getting the best fare for the journey is top of the priority list (58%). Nine in 10 (94%) passengers also agree that retailers should have access to live data on available fares, which would enable passengers to see more journey options and alternative destinations.

Aaron, a train traveller from Holyhead, uses the train regularly for work and leisure and considers himself a nerd-level expert on train ticketing, yet still struggles to get fares he knows are available. He explains: “The system is too complex. I’d say I only see the fare I want first time, a third of the time. I just want to be able to go onto the site or app of my choice and find the best value deal for my journey. I don’t want to see variability of £200 for a seat on the same train.”
To make rail fares fairer, Virgin Trains Ticketing today launches its ‘Charter for Change’, a report calling for a fair and competitive rail retail market – and is demanding all political parties to act and implement the necessary policy changes and technical developments without delay.

Virgin Trains Ticketing’s Charter for Change also outlines how services including Delay Repay and Mobile Pay-As-You-Go, where users can tap in and out at stations using their phones, should be made available across all retail channels so that consumers have consistent access to the services they expect from their chosen retailer. 73% of passengers would like to receive Delay Repay payments from the same place they bought their ticket, rather than applying to the train operator separately.

Key proposals from Virgin Trains Ticketing’s Charter for Change include:
● Uniform access to all tickets and fares: Ensuring that all discounts and fares available through train operators are also available across all sales channels to eliminate passenger confusion and improve consistency.
● Open data sharing: Providing independent retailers with access to live availability data from across the network to ensure passengers can find the best deal to suit their needs.
● Inclusion of services like Delay Repay: Enabling all retail channels to offer essential services like Delay Repay and Mobile Pay-As-You-Go.

Mark Plowright, Director of Virgin Trains Ticketing said, “It is crucial the industry, ministers and political parties support our calls to ensure a fair and competitive retail market to help unlock a better deal for passengers.

“Independent retailers like Virgin Trains Ticketing sell approximately half of all UK rail tickets, and commuters across the UK deserve more choice when it comes to where they buy them – while also being reassured they’re getting the best fare available to them. Train operators are withholding certain fares and it’s not fair – passengers are rightly frustrated by this.

“Buying a train ticket is every passenger’s first interaction with the network. Getting this ‘shop window’ right is crucial in boosting rail ridership and winning back passengers’ trust.”

Since its inception in 2021, Virgin Trains Ticketing has been at the forefront of innovation, saving passengers more than £700,000 through initiatives like paying with Virgin Points and offering split tickets.

Tackling train ticket confusion and frustration is something that can be done without legislation and should be done without further delay. Virgin Trains Ticketing invites politicians from all parties to support this transformative charter as it paves the way towards a more passenger-centric rail retail framework in the UK.