Trainline investigated over drip pricing
Trainline, Virgin Atlantic and RED Driving School are being investigated by the consumer watchdog over concerns they are not showing full prices upfront to customers.
The Competition and Markets Authority (CMA) is examining whether the three companies engaged in so-called 'drip pricing', which is an illegal practice where mandatory fees are not included in the headline price shown to customers.
If the CMA concludes that the firms have broken the law, it can fine them or order them to compensate customers.
The three companies said they were committed to transparency for customers and would engage fully with the CMA.
In the case of Trainline, the CMA said it observed fees of up to £2.79 being added on to headline train fares, and up to £1.50 for coach bookings.
"Both are costs that can add up for frequent travellers," the CMA said.
Trainline has been accused of drip pricing before. In 2023, the Office of Rail and Road said it and six other third-party train ticket sellers were not being upfront about fees.
Emma Cochrane, the CMA's executive director for consumer protection, said: "The first price customers see should be the price they pay.
"At a time when many households are watching every pound they spend, it is important that people are not surprised by extra fees when booking train and coach tickets, holidays or driving lessons."
A Trainline spokesperson said the company was "committed to offering customers a transparent booking experience with clear pricing and genuine value.
"We've proactively engaged with the CMA over several months and we are taking proactive steps to enhance how certain fees are presented to our customers."
Since last year, the CMA has had the power to rule that consumer laws have been broken without having to take businesses to court.
Consumer rights group Which? said the CMA should not hesitate to use these powers, "especially after each firm has already received a warning advisory letter".
Sue Davies, head of consumer rights policy at Which?, said: "Following comments made by the Prime Minister last week that unfair pricing practices have no place in our economy, this move sends a clear message to other businesses to follow the rules.
"At a time when household budgets are under strain, consumers must have confidence that businesses aren't there to rip them off and that the regulator is willing to step in to protect their rights."
https://www.bbc.co.uk/news/articles/cwyjqe62574o?app-referrer=search
Thoughts? I think that one of GBR's top priorities should be to create a robust, comprehensive and user friendly booking engine and app (including an official implementation of the ridiculous, but NRCoT recognised, practice of split ticketing). I understand something like this is in the works but we'll have to wait and see how it stands up.
In a nationalised and unified system, it would be very embarrassing to have a situation where the best and cheapest way to purchase tickets would be by using a third party booking engine, instead of an official channel. This isn't the case almost anywhere else in Europe.
I think Ze Germans do it well - the DB Navigator app offers comprehensive and integrated travel info and a user friendly booking engine. It's pretty much never better to use a third party for domestic journeys. Granted, their fare system is more simplified than it is here in Britain, but it could be something to aspire towards.