Some rail passengers may be paying too much for tickets when they shop online, a report by a train customer watchdog said.
Train companies that use websites to sell tickets must do more to ensure passengers do not overpay, the report by Passenger Focus said.
The report recommended action to ensure greater clarity about which tickets are for one train only, and which can be used on whichever train you wish and ensure time-of-day restrictions associated with a ticket can be checked easily.
Other actions recommended by the report are: Permitted routes that can be used between A and B can be checked easily; to tackle jargon that is confusing to passengers; and to implement a range of improvements that will make it easier for passengers to buy tickets online.
Passenger Focus chief executive officer Anthony Smith said: “Companies that use websites to sell train tickets must do more to make sure passengers do not overpay. It is too easy to pay over the odds simply through lack of familiarity with the fares system and its bewildering jargon.
“Making sure that passengers are not overcharged when they buy online may help improve passengers’ perception of fares and value for money on Britain’s railways. As more and more tickets are sold online, it is vital this is got right.”
Gerry Doherty, leader of the TSSA rail union, said train companies were forcing more passengers to go online by cutting back on ticket office staff and opening hours.
He said: “Our members are obliged to offer passengers the cheapest ticket to get from A to B.
“There is no such obligation when rail companies are selling online and they offer a narrower and more expensive option on many routes. Passengers often end up paying more than they should.
“Ministers must ensure that when they award longer rail franchises that they insist that ticket offices are kept open to ensure a fair deal for passengers.”