Barriers, forms and looking after your customers

I pay London Midland nearly £4,500 for my annual season ticket. On Monday morning after arriving in London, bleary-eyed and limping along from my weekend's cycling, I discovered that I had left my ticket in the wrong wallet. Due to Berkhamsted station not having any ticket barriers and my train rolling up to a platform at Euston that was also devoid of ticket readers I only realised my predicament when I descended to the tube for leg two of my commute. Tube journeys aren't that expensive if you use a contactless card so I just sighed at my dozyness, resigned myself to having to pay for a couple of tube trips, waved my credit card at the yellow reader and figured I'd deal with it when I got back to Euston.

On the way home I was in a rush to catch my train in order to get to a school governors' meeting. There is always an attendant at the barriers at Euston and I thought that just perhaps there would be a chance that I would be able to let him or her know what had happened and he would wave me through. I couldn't have been more wrong.

I have discovered that the process you have to go through is as follows:

1. Get directed to the customer service window, usually staffed by only one person with a queue of people in front of it. On this occasion it meant that I missed my train.
2. Explain your predicament to the customer service agent.
3. Buy a ticket home (£14.40 off-peak from Euston to Berkhamsted!)
4. Start your journey but remember not to put your ticket in any barrier at your destination as you need to hold onto it.
5. At a later point, when you have your season ticket with you—probably in peak hours if this is when you usually travel—speak to another customer service agent and get a pink 1970s-style (actually revised in 1996!) carbon-copy form to fill out with your details. These details include your full credit card number and expiry date for all to see.
6. Hand the form over along with the ticket to be refunded, your season ticket, your photocard and wait about ten minutes for the form to be added to and stamped.
7. Be given the carbon copy of the form (see below) and be told that “they will call you if there are any questions, otherwise the money will be refunded in about ten days or so.”

At first it seemed bizarre to me that a company would treat its season-ticket buying customers like this, making them jump through hoops when there is a simple error. Then it dawned on me that there is probably no incentive to change—the process is such a pain that there is automatically a barrier to people pursuing refunds, resulting in more money for the company. They also have a monopoly—there is no other way of going from Berkhamsted to Euston on the train—and so it isn't that I can go to another train operator that makes a point of having better customer service than their peers.

To give the firm a little credit, they have made some things easier over recent times such as giving us the ability to log a 'Delay Repay' claim using their iPhone app. Perhaps this could be the next area to look at. I know that the company couldn't replace the outdated paper ticket system on their own, but having something on my phone that proves I am a gold-card holder would make life much easier.