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Trainee staff at a major rail operator were told not to give passengers the best deal on tickets, an investigation has revealed.

A First Great Western trainer was filmed by an undercover reporter explaining that selling customers tickets that would save them money caused "problems for everybody else", according to the Channel 4 documentary.

Trainees were told: “From Reading to London it’s cheaper to do a single in and a single back. Fact, alright?

"However, don’t do it, because it’s about £2 difference, and you’re just causing problems for everybody else. Okay, because if you do it, what’s the customer going to expect every day? Everybody to do it.”

When the undercover reporter presses the point and highlights that could amount to £10 a week, the trainer replies: “There’s a line to draw. There’s a line to draw guys and that’s one we do draw because £2, yes, I understand where you’re coming from, absolutely, but we draw a line.”

Later the trainer contradicts himself, saying staff must follow Association of Train Operating Company or ATOC rules and offer customers the best deal.

Watchdog Transport Focus's David Sidebottom said: "That’s confusing if the staff member’s getting confused in training when they’re on the shop floor if you like selling tickets.

"It’s already very complicated, we know the ticketing system is complicated. It needs to be simplified."

A spokesman for First Great Western admitted one of its trainers made a mistake.

"One of our trainers gave the wrong advice to a member of staff in a training session which they did," he told the Standard.

"However later on in that session they corrected themselves and gave the correct advice."

The Channel 4 Dispatches documentary, due to air on Monday night, also claims staff are told not to offer customers split tickets - another way of passengers saving money.

A First Great Western spokesman added that was in accordance with rules which they would be happy to see reviewed - although the Department for Transport has said it does not take action against operators who offer split tickets.