Page 4 | To think this is just a but unfair?

Arraminta · 2025-03-15T11:33:51+00:00

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?

ThinWomansBrain · 15/03/2025 13:15

Worth appealing - there was a lot of publicity about unfair penalties a few weeks ago.

Last train trip, I realised on the train that my railcard had expired, Renewed it online during the journey but the ticket inspection person didn't ask to see it anyway.

saveforthat · 15/03/2025 13:12

Arraminta · 15/03/2025 13:07

Sadly it hasn't worked. Something to do with her buying the physical one and having it in the App isn't an option until she repurchases it?

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Yes I have a senior rail card. It's either/or you can't have both.

Phonicshaskilledmeoff · 15/03/2025 13:11

They could surely have just told her to download the app whilst they were with her?!

FanofLeaves · 15/03/2025 13:10

Where is she heading? Is there any way to speak to someone at a ticket office the other end? Absolutely appeal, she has been targeted by a jobsworth. Unfortunately there are a lot of them on the railways.

Sadly I think when you apply for the railcard, you have to choose digital or physical version, and that’s what you get until it’s time to renew.

Original poster

Arraminta · 15/03/2025 13:07

No33 · 15/03/2025 12:05

Surely he should have just charged the difference in fair too, not a whole new ticket!?

I've been let off before after getting on the wrong train and going down the opposite side of the country, the woman was lovely and could see I'd just made a daft mistake. Things happen.

Hope the digital one can be downloaded now and she is refunded!

Sadly it hasn't worked. Something to do with her buying the physical one and having it in the App isn't an option until she repurchases it?

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Original poster

Arraminta · 15/03/2025 13:05

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Sad but true. And DD is not remotely feisty or confrontational, she would have just meekly paid.

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CuckooclockTicTok · 15/03/2025 12:53

The digital version on the app has a moving qr code to ensure authenticity of the railcard.

a photo of the card - anyone with basic IT skills could put their photo into someone else’s card - hence why they often won’t accept a photo Of a physical card as they are too easily faked.

ArtfulPeachPeer · 15/03/2025 12:12

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Berlinlover · 15/03/2025 12:06

Not helpful but I live in Ireland and I’m astonished at how expensive rail travel is in the UK. I live in the west of Ireland and if I buy on online train ticket to Dublin (the other side of the country) it costs €32 return.

No33 · 15/03/2025 12:05

Surely he should have just charged the difference in fair too, not a whole new ticket!?

I've been let off before after getting on the wrong train and going down the opposite side of the country, the woman was lovely and could see I'd just made a daft mistake. Things happen.

Hope the digital one can be downloaded now and she is refunded!

ikujslf · 15/03/2025 12:03

I’ve done this once before and was very apologetic with the conductor and they let me off. It’s easily done, the cards should really be digital by now, I have an HM Forces one and it’s made from a physical passport photo and stamp!!

Redpeach · 15/03/2025 12:01

There seems little difference between a photo and a digital copy?

Themelba · 15/03/2025 12:00

My DD has the digital version on her phone on the app as she knows she would forget a hard version. And she always has her phone with her. She says it is rare they ask for it though!

I hope your DD manages to get it lowered - that is a big increase.

Redpeach · 15/03/2025 11:59

My railcard is on my phone, what a tosser that guy was

Original poster

Arraminta · 15/03/2025 11:53

Smoothandsmooth · 15/03/2025 11:45

Was it a photo of the card though or the actual card kept virtually in the train app? Conductors will accept the card in the phone IF it is in one the the Trainline or train company apps. I keep mine on my Trainline app, on my phone - I don’t have a physical card anymore.
My eldest (uni age) keeps his virtually on his train app. She doesn’t need to remember to take a physical card but she does need to download the train app and log in. Her card will be stored in her account. No it’s not fair but the train companies aren’t.

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Thank you. She's downloading the App now, I think.

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Original poster

Arraminta · 15/03/2025 11:52

ExpressCheckout · 15/03/2025 11:46

Yes, there is inconsistency. Some conductors are just following the rules. Some are having a bad day and are being unreasonable. Some avoid potential conflict because they want a quiet day. Human nature.

But the digital vs. plastic Railcard thing is a nuisance and unacceptable in this day and age. Your DD's bad experience and this thread has put me into letter-writing mode...

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It does seem nonsensical and very much dependent on what flipping mood the conductor is in!

More power to your elbow with the letter writing! Go girl!

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Original poster

Arraminta · 15/03/2025 11:48

Smoothandsmooth · 15/03/2025 11:48

Actually is she still on the train? Maybe she can download it now and show the conductor, could the conductor then issue a refund?

Oooh, yes she is. Great idea, thank you!

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Smoothandsmooth · 15/03/2025 11:48

Actually is she still on the train? Maybe she can download it now and show the conductor, could the conductor then issue a refund?

Original poster

Arraminta · 15/03/2025 11:48

Runningoutofthyme · 15/03/2025 11:35

https://www.16-25railcard.co.uk/help/railcard-terms-conditions/

2.8. You must carry your valid Railcard with you on your journey. When asked by rail staff, you must show a valid ticket and valid Railcard within its period of validity when you travel.

HTH expensive lesson for your dd

Edited

Thank you Captain Obvious.

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Original poster

Arraminta · 15/03/2025 11:47

Smoothandsmooth · 15/03/2025 11:45

Was it a photo of the card though or the actual card kept virtually in the train app? Conductors will accept the card in the phone IF it is in one the the Trainline or train company apps. I keep mine on my Trainline app, on my phone - I don’t have a physical card anymore.
My eldest (uni age) keeps his virtually on his train app. She doesn’t need to remember to take a physical card but she does need to download the train app and log in. Her card will be stored in her account. No it’s not fair but the train companies aren’t.

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No, sadly she only has the physical railcard. But she's going to get the App now. Thanks.

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ExpressCheckout · 15/03/2025 11:46

Arraminta · 15/03/2025 11:43

True. But there's already two examples on here of conductors who are happy to accept a photo of a railcard. So there is some 'flex' it would appear?

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Yes, there is inconsistency. Some conductors are just following the rules. Some are having a bad day and are being unreasonable. Some avoid potential conflict because they want a quiet day. Human nature.

But the digital vs. plastic Railcard thing is a nuisance and unacceptable in this day and age. Your DD's bad experience and this thread has put me into letter-writing mode...

Original poster

Arraminta · 15/03/2025 11:45

HomeBodyClub · 15/03/2025 11:35

She left it at home and this is the consequence. They don’t have policies for no reason so she needs to get over it.

I take it you failed your final exams at Charm School?

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Smoothandsmooth · 15/03/2025 11:45

Arraminta · 15/03/2025 11:38

Yes, a friend's DS did the same recently but the conductor was happy to accept the photo of his card on his phone. Seems like it's a rather arbitrary policy?

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Was it a photo of the card though or the actual card kept virtually in the train app? Conductors will accept the card in the phone IF it is in one the the Trainline or train company apps. I keep mine on my Trainline app, on my phone - I don’t have a physical card anymore.
My eldest (uni age) keeps his virtually on his train app. She doesn’t need to remember to take a physical card but she does need to download the train app and log in. Her card will be stored in her account. No it’s not fair but the train companies aren’t.

Original poster

Arraminta · 15/03/2025 11:44

SherlockHomies · 15/03/2025 11:36

Ahh what a shame.

It's always worth appealing but of course they can't accept photos.

She needs to download the Railcard app so she can keep the digital version on her phone.

Yes, I've told her to get the App. Thank you.

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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.