I have just spent half an hour in the SWR call centre queue to be informed that the automatic barriers will not accept smart card season tickets at intermediate stations, and furthermore the agent I spoke to said that any changes to smartcard season tickets could only be done via email, with no details of what email address to use.
Can anyone verify if either or both of these assertions are correct? I have bought a monthly season ticket from Worplesdon and loaded it onto my smart card on the understanding that I could use it from Woking as well when necessary, but I don't want a twice daily battle with station staff about whether my ticket is valid or not. I would therefore rather change the origin to Woking and buy the additional Worplesdon add-on as required, until the barriers are working, but now it seems I have no way of changing my ticket, as the station ticket office apparently can't handle smartcards, the website contact form has no appropriate option, and the call centre refuses to assist.
I don't want to be a luddite but it seems I may have been better sticking with old fashioned paper.
I appreciate what you say. I stuck with old paper gold card. It never works at the barriers at intermediate stations, but one wave at the gate line staff and you're through nor problem! Not that easy with the smartcard...
Update - I managed to find the email address - firstname.lastname@example.org - but apparently it will be 7 working days before I even get an acknowledgement of my request.
Not great customer service, SWR, if you want people to use the new technology you better have a proper service wrap in place first...
Hi, apologies for the late reply, I can confirm that you aren't able to use a smartcard at intermediate stations currently. It is something we are working on.
Would it be possible to notify either this post or smartcard users when this capability does become possible
Hi David, really good to hear that this is being looked into.
Can the ticket team look into grouping stations on other routes that are the same distance.
For example, the website used to say "Farnborough Main London Travel Card, also valid Frimley, Ash Vale" etc which was useful when visting friends nearby.