Railcard woes - family asked to leave train

yenbat

My family recently travelled by train for the first time, using a Family and Friends Railcard and discounted tickets bought online 2 months prior to travel at a cost of £35. I was not aware that the railcard had to be produced when travelling as it was not asked for when buying the tickets and no information leaflet sent with the card. The tickets stated FAM showing the railcard discount and clearly stated that the tickets were only valid with the respective seat reservations - no mention of requiring a railcard to be shown when travelling.
During our journey the guard asked to see the tickets and railcard and when I explained that I did not have the card with me he asked for £197 as our tickets were useless without the card. I could not pay that amount so we had no alternative but to leave the train mid journey. With children crying on the platform I purchased a new railcard and tickets to our destination with the new card at a cost of £104. This also validated the return tickets with the new card.
I would like to know why the guard could not have shown some compassion when tickets had been bought in good faith, seat reservations made and an honest oversight on our first train journey with young children. I know many people who have mislaid their card and have been given the benefit of the doubt, not punished or helped to reach an affordable compromise.
Has anyone else had a similar experience and how was it resolved ? Thanks for reading !

kjmtidea

It is on the railcard website that you must have it with you, surely that is just common sense though? Otherwise anyone could say they have one and get discounted tickets.
I always keep mine in my purse, if I forgot it I would not expect to still be able to use it.

gordikin

From the Railcard website:- 6. You must carry your Railcard with you on your journey and when asked by rail staff, you must show a valid ticket and valid Railcard. If you fail to do so, you and each member of your group will be required to pay the full price Standard Single fare for your journey as if no tickets were purchased before starting the journey and in some cases a Penalty Fare.

cattie

yenbat wrote: »

I know many people who have mislaid their card and have been given the benefit of the doubt, not punished or helped to reach an affordable compromise.
Has anyone else had a similar experience and how was it resolved ? Thanks for reading !

If you know people who have mislaid their card & given the benefit of the doubt, then you must have had an inkling that the card would need to be shown to ticket collectors or inspectors?

I used to have a railcard some years ago & it was always my understanding that I needed to produce railcard when travelling with a discounted ticket. It's standard procedure to be asked to provide proof of any entitlement to dicounts or preferential rates.

yenbat

Thanks for your replies - can I clarify that only since discussing our experience with others have I discovered many who have been treated with more kindness than we were. My elderly mother mislaid her senior citizens railcard whilst travelling and was not treated with much respect by the guard but was allowed to complete her journey.
We are not experienced rail travellers and I interpreted the railcard as a means of purchasing discounted tickets just as purchasing Tesco deals tokens then spending the tokens without having to produce the Clubcard as proof of entitlement.
The railcard website also states that the card must be produced when purchasing the tickets but when purchasing online there is no proof of ownership required. This led to my confusion.

RobertoMoir

If you know someone who parked on double yellow lines and didn't get a parking ticket it doesn't mean that parking on double yellow lines is ok. Same with the railcard situation I'm afraid.

glider3560

My railcard states on the back "To be carried on all train journeys".

Ste_C

yenbat wrote: »

I would like to know why the guard could not have shown some compassion when tickets had been bought in good faith, seat reservations made and an honest oversight on our first train journey with young children.

The guard doesn't know that though does he?

Why would they issue a card if it wasn't meant to be carried on rail journeys? It's not something you frame and put on display, it's given to you for a reason. In any case, the rail card itself surely says on the back that it must be carried and be available for inspection - mine does. And the website is pretty clear about this.

The guards can't give people the benefit of the doubt and why should they? For all he knows you could be a habitual fare evader or you might have tried this before. He just has to do his job and assume that no card = no rights to a discount.

montyrebel

the guard was only doing his job to the instructions he was given, i would be the exact same in my job

wannaberichbtch

You haven't been treated unfairly by the guard, you failed to produce a travel document, the guard followed his employer's procedure (Which is there for a legitimate reason i.e. fare evasion). It's a mistake you are unlikely to repeat as it's cost you £104. There is no logical reason, or likelihood that the rail company will reimburse you. Best put it down to experience and move on.

pinkshoes

It really does come down to the train staff, but it quite clearly states on the terms and conditions, and is highlighted IN BOLD stating that you must take your card with you when travelling.

You could always write to them stating you forgot it, and how badly you were treated, and see if they will refund the first set of tickets and second rail card.