Active discussions

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think this is just a but unfair?

116 replies

Arraminta · 15/03/2025 11:33

DD is currently on a long train journey, her ticket was £100 and she has a student railcard. Unfortunately she left the physical railcard at home, but has a close up photo of it on her phone. She also has her driving licence with her as proof of ID and her online banking shows her purchase of the ticket.

But the conductor has ignored all of the above and has charged her the full £175 for her ticket. So she's now £275 out of pocket and really upset. I guess it's a salutary lesson for her and she'll never forget her railcard again, but wondering if there's anyway she can appeal? Even if she just recoups the original £100 she spent?

OP posts:
hcee19 · 16/03/2025 18:15

At the train station my ds was forced to pay for an adult ticket. The conductor did not believe his age, he showed him his school lanyard, which had his photograph on it etc. My ds then was , 6ft 7" , explained to the conductor this happened alot due to his height. The conductor took his name and address and three weeks later he git a letter, saying he was being fined £100, plus the correct train fare as an adult.
I wrote a letter back, ( back then they wouldn't accept e-mails) . I was furious and said it's disgusting the conductor accused him of fraud and that he wasn't travelling alone, he was with school friends who all vouched for him. Very long story short, we recieved an apologetic letter with a £ 150 travel voucher....

olesia66 · 15/03/2025 20:34

AFrankExchangeofViews · 15/03/2025 18:43

I've noticed these creeps specifically target children and young people. I guess they are easy pickings for them, adults would argue back and make a fuss, whereas they can bully children. The way our train companies behave is repulsive, and I have nothing but contempt for anyone who works for them.

You're calling people doing their job 'creeps'?

Original poster
Arraminta · 15/03/2025 20:20

Runnersandtoms · 15/03/2025 20:04

I've had a network Railcard for years and have never ever been asked to show it by ticket inspectors. My dd had a 16-17 one and then a 16-25 one and in all the times of using it only got asked once. So it does seem this Inspector was being a jobsworth.

As others have said you can only have a physical card OR digital. I'd always recommend choosing digital to anyone getting a new one as you're unlikely to travel without your phone.

Show quote history

She's definitely getting the digital version when she renews.

OP posts:
Original poster
Arraminta · 15/03/2025 20:19

Suns1nE · 15/03/2025 19:58

It will have been scanned but the “clip” will have been rejected so it will show as unused when they interrogate it digitally.

I think you said she was heading to Cardiff. I know they had a full revenue team with BTP in place at the station because of the rugby. The revenue teams are far harsher than any conductor will be (conductor powers are limited). They most likely did leave the rowdy groups for police and revenue to deal with because nobody is going to want to take on groups unless absolutely necessary. However, although it may not seem it they probably did your daughter a favour and saved her a fine at the station because, on arrival, she had the correct ticket.

Show quote history

Thank you, I will let her know about the 'clip' being rejected even though it was scanned.

OP posts:
Runnersandtoms · 15/03/2025 20:04

ThelmaDinkley · 15/03/2025 11:44

I would appeal and see what they say. I’ve been on journeys with dd and they’ve not even asked to see it as well so there’s definitely a lack of consistency.

I've had a network Railcard for years and have never ever been asked to show it by ticket inspectors. My dd had a 16-17 one and then a 16-25 one and in all the times of using it only got asked once. So it does seem this Inspector was being a jobsworth.

As others have said you can only have a physical card OR digital. I'd always recommend choosing digital to anyone getting a new one as you're unlikely to travel without your phone.

Suns1nE · 15/03/2025 19:58

Arraminta · 15/03/2025 18:46

Just spoken to DD and it gets worse. Apparently he scanned her original ticket so she can't claim it was unused? Really annoying.

It will have been scanned but the “clip” will have been rejected so it will show as unused when they interrogate it digitally.

I think you said she was heading to Cardiff. I know they had a full revenue team with BTP in place at the station because of the rugby. The revenue teams are far harsher than any conductor will be (conductor powers are limited). They most likely did leave the rowdy groups for police and revenue to deal with because nobody is going to want to take on groups unless absolutely necessary. However, although it may not seem it they probably did your daughter a favour and saved her a fine at the station because, on arrival, she had the correct ticket.

HelenWheels · 15/03/2025 18:52

AFrankExchangeofViews · 15/03/2025 18:43

I've noticed these creeps specifically target children and young people. I guess they are easy pickings for them, adults would argue back and make a fuss, whereas they can bully children. The way our train companies behave is repulsive, and I have nothing but contempt for anyone who works for them.

absolutely agree
not children, but young people
easy targets

HelenWheels · 15/03/2025 18:51

they are strict
if you have a digital one for example, if you have no charge, it wont be accepted

Original poster
Arraminta · 15/03/2025 18:50

AFrankExchangeofViews · 15/03/2025 18:43

I've noticed these creeps specifically target children and young people. I guess they are easy pickings for them, adults would argue back and make a fuss, whereas they can bully children. The way our train companies behave is repulsive, and I have nothing but contempt for anyone who works for them.

I agree. DD is nearly 21 but she's very quiet and hates confrontation, so she just quickly paid up.

OP posts:
Original poster
Arraminta · 15/03/2025 18:47

jamfactory · 15/03/2025 18:43

'If you forget your Railcard you will either be required to buy a new ticket or you may on certain services be liable for a Penalty Fare. However, a train company will normally allow you to claim back this extra expense on the first occasion in each year where this happens.'

I just found this on the FAQs page, might be worth a read: www.16-25railcard.co.uk/help/faqs/what-happens-if-i-dont-have-my-railcard-with-me-and-i-have-to-buy-a-new-ticket-or-pay-a-penalty-fare/

That's brilliant, thank you. I have forwarded it to her now.

OP posts:
Original poster
Arraminta · 15/03/2025 18:46

Just spoken to DD and it gets worse. Apparently he scanned her original ticket so she can't claim it was unused? Really annoying.

OP posts:
AFrankExchangeofViews · 15/03/2025 18:43

I've noticed these creeps specifically target children and young people. I guess they are easy pickings for them, adults would argue back and make a fuss, whereas they can bully children. The way our train companies behave is repulsive, and I have nothing but contempt for anyone who works for them.

jamfactory · 15/03/2025 18:43

'If you forget your Railcard you will either be required to buy a new ticket or you may on certain services be liable for a Penalty Fare. However, a train company will normally allow you to claim back this extra expense on the first occasion in each year where this happens.'

I just found this on the FAQs page, might be worth a read: www.16-25railcard.co.uk/help/faqs/what-happens-if-i-dont-have-my-railcard-with-me-and-i-have-to-buy-a-new-ticket-or-pay-a-penalty-fare/

Original poster
Arraminta · 15/03/2025 18:42

Headabovetheparapets · 15/03/2025 18:37

Assuming her original ticket wasn’t used she should be able to apply for a refund on the unused ticket. Suggest going to app/station she bought the ticket from & see what options are offered.

Good idea, thank you I have just messaged her to let her know that.

OP posts:
Original poster
Arraminta · 15/03/2025 18:40

Suns1nE · 15/03/2025 16:42

I work on board and photos of railcards are a high risk for fraud. Basic computer skills can change the name and photo. Same with screen shots of the digital one. We can’t accept them because they can be altered. The online one has a moving hologram which helps us identify the validity.

It could have been worse it could have been a revenue inspector who would have issued a fine for having the wrong ticket which would have been an additional £100 on top of the price of the new ticket.

in terms of “luck” with charges it depends on the route, how busy the train is and staffing levels. If it’s a busy train on a Saturday afternoon with stops every 8-9 there is a chance that the staff on board might not get to you or are going to be more lenient because it’s better to check a whole carriage of people have tickets vs 10 people have tickets and the right railcard.

Thank you, it's useful to get the insider info. The train was very busy, packed with very loud rugby supporters. But apparently the conductor chose to ignore all of them and focus on the quiet and polite young woman on her own. Funny that?

OP posts:
Headabovetheparapets · 15/03/2025 18:37

Assuming her original ticket wasn’t used she should be able to apply for a refund on the unused ticket. Suggest going to app/station she bought the ticket from & see what options are offered.

Original poster
Arraminta · 15/03/2025 18:37

Keroppi · 15/03/2025 16:48

I've heard of people appealing via email and attaching a photocopy of the railcard and a letter saying they misplaced/forgot it but usually pay for tickets using it (with photocopy or attach receipts of journeys showing that) and sometimes they refund.

Thank you, she's definitely going to appeal.

OP posts:
Original poster
Arraminta · 15/03/2025 18:34

Calypsocuckoo · 15/03/2025 18:26

If she bought a full price ticket she should be able to get a refund for the unused original ticket.

Thank you, I will mention that to her.

OP posts:
Original poster
Arraminta · 15/03/2025 18:34

itsgettingweird · 15/03/2025 17:39

Appeal.

and how come she doesn’t have the railcard on her phone? Da has a disabled persons railcard and he gets a digital version rather than a physical card.

Other than that I’d ask for the refund of the £100 extra and accept the revenue inspector (as they call them now) had to charge the full price without the railcard

Apparently when she originally bought it she only bought the physical card. She can't change to the digital version until she buys another, I think?

OP posts:
Original poster
Arraminta · 15/03/2025 18:32

RoastDinnerSmellsNice · 15/03/2025 16:57

This!

Show quote history

True. Apparently he carefully ignored all the rather rowdy rugby supporters who were in the same carriage and being very loud. Funny that?

OP posts:
FanofLeaves · 15/03/2025 18:31

sellotapechicken · 15/03/2025 18:01

Friend of mine did this in uni. He appealed it and they took him to court for the fine

Well they can’t do that as she’s already paid it. This would be about claiming it back.

Original poster
Arraminta · 15/03/2025 18:30

Lauren1983 · 15/03/2025 18:21

No advice but hope your daughter manages to get a refund.

Imo train conductors are some of the biggest jobsworths I have ever had the misfortune to come across. The way they speak to people would never be accepted in retail or in a restaurant. Zero customer service skills and the belief that everyone is out to defraud the poor old rail companies.

Unfortunately if you are a young woman you are a prime target for them. I have seen young women reduced to tears by them.Try getting them to deal with a loud group of drunk football supporters though and they don't seem as keen to bring out the rule book.

Funny you should say that because the train was packed with rather rowdy rugby supporters and apparently the conductor ignored all of them (despite the noise).

OP posts:
Calypsocuckoo · 15/03/2025 18:26

If she bought a full price ticket she should be able to get a refund for the unused original ticket.

Lauren1983 · 15/03/2025 18:21

No advice but hope your daughter manages to get a refund.

Imo train conductors are some of the biggest jobsworths I have ever had the misfortune to come across. The way they speak to people would never be accepted in retail or in a restaurant. Zero customer service skills and the belief that everyone is out to defraud the poor old rail companies.

Unfortunately if you are a young woman you are a prime target for them. I have seen young women reduced to tears by them.Try getting them to deal with a loud group of drunk football supporters though and they don't seem as keen to bring out the rule book.

sellotapechicken · 15/03/2025 18:01

Friend of mine did this in uni. He appealed it and they took him to court for the fine

Swipe left for the next trending thread