THE Office of Rail and Road has written to seven thirdparty ticket retailers asking them to review how they present their fees when customers are buying tickets online.
The move stems from concerns with‘drip pricing’, where the customer is shown an initial price for goods or services then additional fees are revealed later in the sales process.
The ORR reviewed the ticketing websites and apps of 19 third-party ticket retailers.Twelve of the 19 charge booking fees, however, seven of these did not include their fees in the upfront price. ORR’s review found booking fees ranged from 45p per ticket to £6.45. The review also looked at 21 train companies, who are not permitted to charge ticket booking fees, although they can charge for postage costs for ticket delivery.
It is intended the ORR’s action will ensure any booking or finder’s fee are included within the upfront price, that there is a clear breakdown of the fee and ticket price is shown at every stage, with appropriate prominence given to the fee and customers are provided with transparent and accurate information about in advance of starting the booking process.