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As a weekly traveller on the East Coast mainline I’ve benefited from buying tickets online in advance over the last 12 months.
The best value fares are always available on the web rather than at a ticket office, often at a discount.
But a report published this morning on the UK rail industry by the House of Commons Public Accounts Committee says that this situation promotes social exclusion and is unacceptable.
It’s a tricky issue. Moving a business model online so that it become self-service removes costs which can be passed on to the customer. But those without online access or the motivation to go online miss out.
This scenario is repeated in many other areas of life as front line services move online from banks and traditional Post Office services, through to local authoraties and utilities.
The Public Accounts Committee stops short of recommending a solution. Expect the issue to be picked up by a special interest group such as the Citizens Advice Bureau.
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But does it affect people without access or motivation (!) to go online? They still buy the same tickets, in the same manner at (relatively) the same price.
How do they feel about low fares airlines which sell their tickets almost entirely online?
There’s a definite digital divide emerging here and the irony is that those WITHOUT web access are typically those who would benefit most from a discount. This is where Digital Britain really needs to demonstrate value – not so much in adding Mbps to suburban areas but ‘democratising’ our increasingly web-based society.
@Richard – Thanks for the comment. Chris makes the point that its typically those without web access that would most benefit from web discounts. I typically save anywhere between 10 and 60% on a train fair by buying online and in advance. Its a considerable ammount. There’s also a move to charge consumers of paper invoices rather than delivered via a web interface. Its the sames issue in another guise.
@Chris – Thanks for your comment. Wholly agree with you.
The problem is less about web access and more about payment methods surely? The poorest in society can go into a library for internet access but paying without a credit or debit card is the biggest challenge?
Ged, is absolutely right in saying the real issue is access to credit/debit cards. I know from my experience as a councillor that it can be difficult for many people to get access (in both cost and skills), but in many high-need wards there are libraries and community groups that solve that part of the equation. The lack of credit/debit cards, or indeed access to any low cost finance facilities is a major issue that drives people into the arms of expensive door-step lenders and loan sharks. One potential solution is greater government support for credit unions to enable them to fill the gap.
Hi Stuart, Ged, Thanks for stopping by and for your comments. There was a bank network in place nationwide that provided – it was called the Girobank, delivered by the Post Office via its network of offices. See: http://en.wikipedia.org/wiki/National_Giro