To think this is just a but unfair?

[Arraminta]

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?

It's so random isn't it! Last year I booked my train tickets and mistakenly selected the 'Railcard' price (I don't have one). When I realised my mistake I immediately offered to pay the difference but the conductor was lovely and just waived it!

She's now in Cardiff but the station is crazy busy because of the rugby! I think she's going to try and speak to someone tomorrow?

Thank you. I've transferred her the money and she can always pay me back if she gets a refund.

I’d certainly try and appeal. It’s clear she had railcard. My dc has hers on her phone only not a physical card.

Definitely appeal. The arbitrary way some ticket inspectors deal with railcards is so annoying and leads to these kind of situations. You might get a good natured person who considers the appeal!

This happened to me but the conductor was nice and told me he'd fine me but when I showed proof of my Railcard upon repeal I'd get refunded....and I did!

Wow that sounds incredibly harsh as she had proof that she was the person named in the card photo. Surely the inspector could have just given her a telling off.
I don’t suppose the inspector would have fined my friends son who is 6ft 6in and built like a brick shit house.

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.

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.

It’s so random… I have a railcard, app only, which is checked maybe half the time, if that. It really does seem to vary from conductor to conductor. I’d be inclined to appeal, it can’t hurt to ask.

Unfortunately the rules are very clear that railcards must be carried at the time of travel.

This!

If she's still on the train, she still might be able to cancel or change her initial booking. Depending on ticket type if she can cancel she can get full or partial refund. Or possibly change to future date if she's going to be doing the journey again some time.

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

I should think that the conductor on DS's friend's train was feeling generous because they are not allowed to accept photos and he was taking a risk, albeit a small one.
Hopefully she'll be able to get the app in time, and all will be well!

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

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.

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

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).

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

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

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?

Thank you, I will mention that to her.

Thank you, she's definitely going to appeal.