Thank you for your email dated 18 October 2011. I am sorry that you have had cause to complain.

On most routes we offer a combination of fares being an Anytime single, Anytime return and Off-Peak return. On the Edinburgh/Glasgow route the Off-peak return fare has been reduced to less than the Anytime single and as a result it has created an Off-Peak single fare which is only 10p less expensive than the return. The Off-Peak return fare was reduced to less than the Anytime single to try and encourage passengers to travel at Off-Peak times. The Off-Peak single is an anomaly in the system and cannot be removed.

I understand that on this occasion you purchased a single fare instead of a return, and although I appreciate that the similarity in fares may cause some confusion when ‘rushing’ to buy your ticket it is the customer responsibility to ensure that they have left enough time to purchase their tickets, and that the ticket they have bought is valid for the journey they wish to make.

I also note that you tried to upgrade your ticket at Haymarket station. Since you were no longer in possession of your outward ticket it was not possible to change or upgrade your ticket. I can only add that the member of staff who did eventually upgrade your ticket was actually acting out with ScotRail policies and should not have carried out your request. Any ticket for 10p issued without the outward single ticket would generally not be valid for travel.

On a separate matter, I notice that we have not responded to your comments within 7 working days. I apologise for this delay and am happy to inform you that you are entitled to a Rail Travel Voucher for £5.00, in accordance with the conditions set out in our Passengers’ Charter. The voucher can be redeemed for tickets with any UK domestic Train Operating Company within the next 12 months. In order for us to send this to you, we will require that you reply to this email with your postal address and quoting the reference number above.

Thank you for contacting ScotRail.”