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Long Sutton retiree inspired by Michael Portillo’s Great British Railways Journeys left ‘baffled’ searching for Spalding to Lincoln timetable on East Midlands Railway website




A ‘baffled’ retiree has vowed to never again travel with a rail operator after being frustrated in his attempts to book a day trip with his wife.

Malcolm Bartier retired to Long Sutton five years ago and the couple thought a day out to Lincoln would be nice after seeing Michael Portillo’s documentary Great British Railway Journeys on BBC 2 — in which the colourful former MP visited the city and cathedral.

Having planned to drive to Spalding station, Mr Bartier searched East Midlands Railway website for timetables but, unable to find the information without making a booking, he asked for advice via the contact button to chat with customer services online.

Spalding train station
Spalding train station

He said “We thought it would be nice to go by train to Lincoln as we had seen an episode once where Michael Portillo went to Lincoln.

“I haven't been on a train for hundreds of years so I went online to find a timetable and got caught up on the East Midlands Railway website.

“I was going around on this website and it completely baffled me - I just wanted the train times. I am retired and feel I am quite computer literate but it doesn't come naturally booking things online.”

Navigating the website was confusing for Malcolm Bartier, PHOTO: STOCK
Navigating the website was confusing for Malcolm Bartier, PHOTO: STOCK

Via the contact button he expressed that he had difficulty finding the timetables but that it was not a problem as they would travel instead by car.

The replies further baffled Mr Bartier when he was offered a telephone number to book tickets - and he felt his complaint about the timetables had not been read or taken on board.

He said: “If they had responded in a positive manner or said sorry it would have been positive - but everything I said was ignored.

An example of a reply to Mr Bartier's message
An example of a reply to Mr Bartier's message

“If they had written to say you have to have a ticket booked but if you are having difficulty booking here is a telephone number I would have said how nice and it would have been a positive reaction

“Maybe I was naïve to think we could roll up, buy a ticket and jump on a train.”

Mr Bartier felt subsequent transactions online with customer services were unsatisfactory with poorly worded replies that he attributed to AI chat-bots.

An East Midlands Railway spokesperson said: “We are sorry to hear this customer found navigating the website difficult.

“Providing clear and accessible information is a top priority, and we regret this did not meet expectations.

“Train timetables can be easily accessed via our website's homepage, at the top of the page.

“Additionally, our customer service team is available at 0345 712 5678 to assist with inquiries, including train times and ticket options, while tickets can also be purchased at stations on the day of travel either through the ticket office or at ticket vending machines.”

EMR also confirmed that they do not use AI chat bots.

Mr Bartier has vowed he will ‘never consider using East Midlands Railways at any time in the future’ following his online experience.

He said: “I felt extremely frustrated at appearing to wander in circles on the EMR website, unable to find a simple timetable or ticket prices without having to complete an online booking with a precise departure time and presumably precise return time.

“This negates the enjoyment of an impromptu day out using the railway.”

What do you think? Do you think the booking system for rail tickets should be easier? Post your comments below.



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