Stupid, Lazy or Mean?

Examples of bad Customer Service or downright dishonesty. Some from organisations who have ignored my attempts to get them to fix things. Others from organisations that make it nigh on impossible to complain at all. And the odd tilt at Government

Friday, May 18, 2012

Manchester Metrolink Standard Fare - that will be £100 please

Travel on a Manchester tram and you probably expect to pay a few pounds.

So it is a bit of a surprise to see that Metrolink's Standard Fare is £100.

Are they serious? Well - Yes and No. That £100 is actually a penalty fare by any other name - but if they call it a penalty it means that they are in a much more complicated legal position. So they (and many other public transport operators) set a punitive "Standard Fare" and then give everyone who jumps through the appropriate hoops (find a working ticket machine, have necessary denominations of change or acceptable plastic, understand the system correctly, keep ticket until it is checked) a big discount down to a more normal amount.

But if you slip up, they don't need to prove any intent to avoid payment - they just need to explain that in travelling with them, you "accepted" that you would have to pay the Standard Fare of £100 if you made a mistake.

I've never fallen foul of this sort of penalty personally, but I can see that it would be all too easy for an innocent person to get stung by this.

Just another part of making life scarier for ordinary, hard-up, well-meaning but fallible people. Dressing it up in misleading language makes it seem even nastier and meaner.

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