Back to one of my pet hates – buying and changing train tickets online. This year I am using the First Great Western website to buy tickets as they do not charge an admin fee for purchase – like the tranline does.

Last night I had to reschedule a ticket bought on the FGW site. I was pointed to a separate customer service number for web purchases (time to join up CRM then?) and made the changes over the phone. I got charged £10 for the the admin for changing the tickets.

But why can't I do this on the site? All the details are held there – my details, the train tickets purchased and the booking engine for purchases.

I can only assume the revenue from making ticket amends is too great for the train operators to want to let users change their tickets for free. In my humble opinion train operating companies are having one big laugh at consumers' expense and it is a disgrace.