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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:
Original poster
Arraminta · 15/03/2025 11:34

Oops, sorry for typo in the title!

OP posts:
ThelmaDinkley · 15/03/2025 11:35

That seems unfair. Can she appeal? My dd forgot her card once and they accepted one on her phone.

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.

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

Railcard Terms & Conditions - 16-25 Railcard

A 16-25 Railcard costs just �30 and it'll save you 1/3 on rail fares throughout Great Britain for a whole year.

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

Bedecked · 15/03/2025 11:36

people could lend it out/duplicate it I suppose. Our f&f is only in our phones though. I’m surprised yp must be physical

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.

Bedecked · 15/03/2025 11:37

The real outrage of course is privatisation & stupidly high fares. It should be possible to travel last minute for only a bit more money, like in eg Italy.

stayathomer · 15/03/2025 11:37

Oh god, huge amount of money, hope she can appeal

Original poster
Arraminta · 15/03/2025 11:38

ThelmaDinkley · 15/03/2025 11:35

That seems unfair. Can she appeal? My dd forgot her card once and they accepted one on her phone.

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?

OP posts:
Amba1998 · 15/03/2025 11:38

It’s a shame but I think they’re clear you must have it on your person

MrsSkylerWhite · 15/03/2025 11:39

Our railcards are on our phone?

Can she write to the company for a refund?

sometimesmovingforwards · 15/03/2025 11:40

Amba1998 · 15/03/2025 11:38

It’s a shame but I think they’re clear you must have it on your person

Exactly, live and learn.

It’s a good lesson the world doesn’t always flex in your direction.

Original poster
Arraminta · 15/03/2025 11:41

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.

Sadly no she doesn't which surprises me as she loves her Apps.

OP posts:
Notellinganyone · 15/03/2025 11:41

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?

Show quote history

Yes - it’s luck of the draw who’s checking the tickets.

ExpressCheckout · 15/03/2025 11:42

The Railcard system is ridiculous. It's impossible to have digital and plastic versions, you have to have one or the other. I have a Disabled Persons card and worry about forgetting the card on a journey.

I suppose they are just doing their job. But rail prices are ridiculous. There is also inconsistency. They probably fined your DD because they thought they could - many passengers are abusive and rude.

Original poster
Arraminta · 15/03/2025 11:43

sometimesmovingforwards · 15/03/2025 11:40

Exactly, live and learn.

It’s a good lesson the world doesn’t always flex in your direction.

Show quote history

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?

OP posts:
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.

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.

OP posts:
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?

Show quote history

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 11:45

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?

OP posts:
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?

Show quote history

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 11:47

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.

Show quote history

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

OP posts:
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.

OP posts:
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

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!

OP posts:
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