I been stung for about £9 before by being on hold at the ticket office.

At no point do they tell you that you are being charged for the call and at what rate. It's also cheeky that they have a bit of a ramble at the start because that means that you are on the clock immediately and paying to hear some bullshit and then get put on hold.

Fair enough that it's a chargeable call, I don't have a problem with that but it should be charged from when they pick up the phone and start talking to to you.