What was TfL's reply to your complaint, remember to use travelwatch if you feel they haven't answered it properly.
Below is the full conversation between me and TfL customer services, except for my initial message which TfL did not include in the message chain.
I find the ultimate answer to be the best that I can hope for.
However, I think that the time differences between the near instant first response and then fortnight wait for further responses is discourteous. It also gave me time to forget about expecting a reply (by design?). Or could it be because there was a need to refer to higher authorities within TfL? - or because I was asking an 'inconvenient' question which decision makers at TfL would rather not have been asked.
Simon
------------------------------------------------------
Sent: Friday, September 11, 2015 6:48 PM
Subject: Ticket Office Closure Complaint
Ref: 5933113
11 September 2015
Dear Mr Smiler
Thank you for your email of today about adding a Railcard discount to your Oyster card. We appreciate you taking the time to get in touch.
I’m sorry you’ve had such a poor experience getting this done. Although we’re closing Tube station ticket offices, our new ticket machines can complete a wide-range of transactions. Adding Railcard discounts to Oyster cards is one of them.
When you next visit a Tube station, please take your Railcard and Oyster card with you. Our staff will be happy to add your Railcard discount to your Oyster card at one of our new ticket machines.
I trust you will find the above information helpful.
Thanks again for contacting us. If there is anything else we can help you with, please reply to this email. Alternatively, you can speak to one of our Customer Service Advisers on 0343 222 1234, who’ll be happy to help you.
Kind regards
======================================================================
Sent: 14.09.15 01:27:58
Subject: Re: Ticket Office Closure Complaint
Hello,
Thank you for your speedy reply, however it is both inadequate and inaccurate.
You have not answered my complaint. Instead you have told me what you want me to hear, in the process giving me incorrect information.
Network Railcard discounts cannot be added to Oystercards.
For the journey which I made on Sunday Oyster PAYG and fares capping represented a totally inappropriate ticketing solution. I attended the London Transport Museum's Steam On The Met event and ended up staying inside the "fares paid" area for so long that had I been using Oyster PAYG and fares capping I would have incurred several penalty fares for exceeding journey time duration limits. I would also have found myself financially out of pocket, being unable to travel further using that Oystercard until I had repaid the penalty fares.
The crux of my complaint is that TfL closed the staffed ticket windows at Gants Hill station without ensuring that passengers could still buy the correct tickets for their journey in advance of travelling.
I wanted to buy a one day Travelcard for zones 1-9 in advance so that on the day of travel I could use the Travelcard to catch a bus from a bus stop which is close to my home to the station. I was trying to buy this ticket on the Friday before travelling, with my intended day of travel being the following Sunday. This was possible from the staffed ticket window, but your ticket machines will only sell a ticket one day on advance. So I was unable to buy my ticket.
regards
Simon Smiler
======================================================================
Sent: Thursday, October 01, 2015 10:55 AM
Subject: Ticket Office Closure Complaint
Ref: 1016885336
01 October 2015
Dear Mr Smiler
Thank you for your email of 14 September and sorry for the delay replying. I'm also sorry if my colleague did not respond to the essential point of your complaint.
When it comes to the Network Railcard discount for paper tickets, we are ceasing to offer this discount both from remaining Ticket Offices and from machines. This will no longer be available from any TfL outlets. We also cannot guarantee to sell a paper ticket such as a Day Travelcard more than a day ahead, under our new arrangements. I'm sorry that I cannot offer a more favourable answer on these questions.
As part of our plans for the future of the Tube, this year we are relocating staff to ticket halls, gate lines and platforms to offer assistance to customers where it is needed most. At the same time a new and comprehensive customer service training programme is underway for all Tube station staff. There will be more staff on platforms than before and across the network, there will be more staff visible and available than ever to help customers and ensure they feel safe and secure as they travel.
Thank you for taking the time to contact us. Please contact us again if you need any further assistance or if you would prefer to call us on 0343 222 1234, you’ll be able to speak to an agent, who’ll be happy to help.
Kind regards
======================================================================
Sent: 02.10.15 11:36:07
Subject: Re: Ticket Office Closure Complaint
Hello Mr Parker,
Many thanks for your reply.
I would appreciate further information to clarify your reference to Network Railcard discounts ceasing to be available from any TfL outlet.
Does this also include TFL Rail and London Overground stations?
As someone who lives in Ilford, where the station is now operated by TFL Rail, I am alarmed that I might find myself with a railcard that I cannot use if I wish to buy a ticket before travelling.
As an aside, my concerns now also extend to other 'mainline railway' features at Ilford station, such as the ability to nominate this station as a collection point for tickets purchased online. If this ability was withdrawn and instead it became necessary to travel to a different station (eg: Stratford) to collect them then this would effectively require travelling (to the other station) without actually being in possession of a valid ticket.
Regards
Simon Smiler
======================================================================
Ref: 1016885336
27 October 2015
Dear Mr Smiler
Thank you for your email of 2 October and sorry for the delay replying.
Stations on the TfL Rail route are entirely different from London Underground and ticket offices will be operated in a way closer to those of other National Rail stations, with the traditional range of tickets and discounts, including Network Railcards. There are no plans to change this. The same also applies at present to London Overground, who operate as a separate company within TfL.
Thank you for taking the time to contact us. Please contact us again if you need any further assistance or if you would prefer to call us on 0343 222 1234, you’ll be able to speak to an agent, who’ll be happy to help.
Kind regards