Southern Railways - Penalty fare

​​Rereleonai

Good afternoon all,

I will cut a somewhat laborious story short, but the team secretary usually gets my travel cards and on this one day I happened to get it myself. Being the plonker that I am, I bought it at the usual machine and stated "reigate" as my destination and then selected the 1-6 zone any time travel card. Off I went to London without a problem (I left a zone 6 station at the time, rather than Reigate).

On the return I was spoken to extremely rudely by a conductor who demanded I pay a penalty fare as I didn't have the correct ticket. I'd bought a zone 1-6 travel card only, not one with a destination as Reigate + 1-6). The issue was I had to travel outside of zone 6 to get to Reigate. I realise then that you have to buy a ticket with an "extension", but this was unbeknown to me. I asked if I could pay an extension and she said as I didnt have a ticket she was giving me a fine.

She was extremely rude, snatched my wallet from me and further damaged my driving license (now replaced as it was going anyway). I wrote an appeal to IPFAS who took 24 days to reply (21 day window) and said my letter was received after the 21 days permitted and therefore they wouldn't even consider it and I had to pay the remainder of the penalty fare balance. I tried the same night but the reference they supplied me with was incorrect. I got the correct reference two days letter (by finding the original penalty fare) and tried to pay to see its increased by £20.

I have now written another letter to IPFAS. What are my chances of winning? I appreciate my complaint relating to the conduct of the conductor is separate, but this doesn't detract from the fact they gave me less than 48hr to pay the balance, but took themselves 576 hours to reply. They also declined to even answer my appeal on the basis it took too long to get to them, despite me sending it on the 10th and having until 25th to respond.

I am sure such companies make it as difficult as possible to pay fines and/or address appeals. It really shouldn't be a revenue generating operation, but instead a deterrent for those who just don't pay, not those who make a mistake (and then do try to pay for it!).

Advice welcomed! I tried to search, but found nothing similar (although I must confess to not searching all the 26 pages of results...). :money:

bod1467

If she snatched your wallet of you then that is theft - akin to mugging. So she technically committed a criminal offence. (IMHO)

​​Rereleonai

My complaint has been split into two parts by them (and perhaps rightly so):

1) Complaint about the conduct of their "approved member of staff". I was dressed in a suit with a briefcase, it was clear I wasn't going to be jumping off a train at 60mph+! For me its more assault, she made direct contact with me. The issue with theft/mugging is that you need to be "permanently deprived". Either way, its a joke.

2) Appeal of the fine. I appreciate this is less likely to succeed, however, I did request a Reigate 1-6 and I got something else. The conductor also didnt need to give me a penalty fare (especially as she wrongly noted I didn't have a ticket, when I did, just the wrong one). I was happy to pay the difference (my ticket cost £15 I believe correct ticket was £20.50) had I known this was needed. I wouldn't go to all this hassle of £5.50 otherwise, but it is the principal of it all.

NCISROCKS

shaamoney wrote: »

Good afternoon all,

I will cut a somewhat laborious story short, but the team secretary usually gets my travel cards and on this one day I happened to get it myself. Being the plonker that I am, I bought it at the usual machine and stated "reigate" as my destination and then selected the 1-6 zone any time travel card. Off I went to London without a problem (I left a zone 6 station at the time, rather than Reigate).

On the return I was spoken to extremely rudely by a conductor who demanded I pay a penalty fare as I didn't have the correct ticket. I'd bought a zone 1-6 travel card only, not one with a destination as Reigate + 1-6). The issue was I had to travel outside of zone 6 to get to Reigate. I realise then that you have to buy a ticket with an "extension", but this was unbeknown to me. I asked if I could pay an extension and she said as I didnt have a ticket she was giving me a fine.

She was extremely rude, snatched my wallet from me and further damaged my driving license (now replaced as it was going anyway). I wrote an appeal to IPFAS who took 24 days to reply (21 day window) and said my letter was received after the 21 days permitted and therefore they wouldn't even consider it and I had to pay the remainder of the penalty fare balance. I tried the same night but the reference they supplied me with was incorrect. I got the correct reference two days letter (by finding the original penalty fare) and tried to pay to see its increased by £20.

I have now written another letter to IPFAS. What are my chances of winning? I appreciate my complaint relating to the conduct of the conductor is separate, but this doesn't detract from the fact they gave me less than 48hr to pay the balance, but took themselves 576 hours to reply. They also declined to even answer my appeal on the basis it took too long to get to them, despite me sending it on the 10th and having until 25th to respond.

I am sure such companies make it as difficult as possible to pay fines and/or address appeals. It really shouldn't be a revenue generating operation, but instead a deterrent for those who just don't pay, not those who make a mistake (and then do try to pay for it!).

Advice welcomed! I tried to search, but found nothing similar (although I must confess to not searching all the 26 pages of results...). :money:

I suggest you post on:-

The Motoring, Public Transport & Cycling Board

​​Rereleonai

Apologies - there are so many overlapping sections its easy for one to get lost. This does relate to my consumer rights as well... so maybe a mod/admin can choose and move accordingly.

Sorry for the hassle!