Rail fine

Montycat

Hi all, new to this but need some advice.

Yesterday I travelled from London Paddington to Torquay, I had an advance ticket which I had bought online with my military rail card that cost me 20 quid. The train it was booked for was the 10am train. When I got to paddington I noticed that there was a quicker train leaving at 10.06am so asked at the customer service desk if I could get on that one instead with my pre-bought ticket to which they said yeah no problem. I got on the train and half way through the journey the ticket inspector checked my ticket and rail card and said it wasn't valid for that train. I explained that I had spoken to the customer service lady who said I would be fine but she said no your lying they wouldn't have told you that! I said right well what do you want me to do? I have a ticket to Torquay but your saying I can't use this train as it left 6 minutes later? She said yes you will have to pay for a new ticket at 140 pounds!! I said no way I can afford that I will have to get off at the next stop. To this I was told no and the transport police would be waiting for me, which they were. I was taken off the train at Exeter St David's and again explained what had happened to the man who was taking my details. They again said they didn't believe me even though they can check the CCTV and would see me going up to the customer service desk to ask! My details were taken in a little black book and I was told a letter with a fine would be sent to my house. I was made to feel like a criminal on the train by the ticket inspector and everyone around me was sticking up for me saying it was an obvious mistake and not my fault but the lady said' no he's the reason you all have to pay more for your tickets, it's fare dodgers like him!'. I couldn't believe it! I'm a good citizen who has always paid for my tickets and after being advised that I would be fine I didn't think anything of it. The ticket lady said that an announcement was made about advanced tickets not being valid but I was listening to my music with headphones so was unluckily to hear it. I want to appeal the fine when it comes through in the post and just wanted some advice really. Do you think it's pointless to argue my case as nothing can be proved?? Oh and also the guy who took my details at Exeter took my tickets off me and kept them!?? Now how do I prove I even had a ticket?

Thanks

paddyrg

Unlucky, but when you booked the ticket the terms were there - specific train only. The person you asked may not have heard your request correctly, and in any case it is up to you to comply with the terms of your ticket. If your headphones drowned out the announcement they specifically gave to prevent circumstances like this, that's hardly their fault. There was also a reason why your advance ticket was valid on one service not another - probably because it was the slower service, so you only paid £20 not the full flexible walk-on fare.

Got to say it's not looking good. Sorry to hear it

Naf

What did you actually tell the CS desk? Did you specify it was a cheap advance fare? Did they actually look at your ticket?
All you specify is 'pre-bought'; you can buy standard open and day return tickets in advance too, so in general, for a typical ticket their response was correct. When you get advance tickets it is printed onto the ticket 'booked train only' - kinda says it all really. You will probably have to stump up the fare.

Evilm

Its possible they didn't realise that your prebooked ticket was very specifically linked to *that* train - you can prebook non-specific timed tickets as well and lots of people get worried about those and ask the staff.

You bought the ticket online so do you have a reciept? It should have the ticket details on it. Attach that to a polite "I'm sorry, I asked the staff and they said yes and I really didn't know" letter/email and see if you can get a refund.

Out of interest why couldn't you get on the original train? Or was the 10.06 a quicker service so you waited for that one?

System

You've no rights I'm afraid.

However when you say military id are we talking army? If you've been on assignment somewhere like Afghanistan you could maybe contact the local paper. They love stories about hero soldiers being disrespected in the UK by petty officials. Bad publicity may make the train company rescind the fine!

Jeff_Bridges_hair

The train company FGW cannot fine you - only a court can. What they may do is try to prosecute you for breaking the byelaws as you did indeed travel without a valid ticket.

Best to wait for the letter to arrive and see what they are going to try and prosecute you for before any further advice can be given.

ThumbRemote

Although they can prosecute you - as you did break the rules - I'd argue that they have been negligent in their advice to you initially.

Your problem is going to be in proving their negligence. I'd suggest you get onto them now about getting hold of the CCTV footage. Can you remember the name of the person you spoke to? All of this is needed to help prove your case.

Jeff_Bridges_hair

ThumbRemote wrote: »

Although they can prosecute you - as you did break the rules - I'd argue that they have been negligent in their advice to you initially.

Your problem is going to be in proving their negligence. I'd suggest you get onto them now about getting hold of the CCTV footage. Can you remember the name of the person you spoke to? All of this is needed to help prove your case.

Indeed. Whilst not accusing the OP of lying there are many many stories over the years when 'The man on the pltform said I could' from people who try to either evade their fare or get a different train from the one they have to get. Its a popular story and one the railways know well so anything you can remember is going to be in your favour.

Though as others have said above - it will also depend on what you actually asked.

If you said 'Ive got a ticket to Torquay but can I get that one instead' then they would probably answer yes.

If you asked ' I have an Advanced purchase ticket with reservations for this train but can I get that one' then the answer may have been different and the advice given been 'No'.

ThumbRemote

Jeff_Bridges_hair wrote: »

Though as others have said above - it will also depend on what you actually asked.

If you said 'Ive got a ticket to Torquay but can I get that one instead' then they would probably answer yes.

If you asked ' I have an Advanced purchase ticket with reservations for this train but can I get that one' then the answer may have been different and the advice given been 'No'.

I would say it's down to the rail staff to understand the different types of ticket, not the customer.

If the answer to the question depended on the ticket type, they should have said 'it depends on the ticket' and asked for further information.

The staff member gave an incorrect answer, which is why the customer is out of pocket. Unfortunately it's difficult for the customer to prove this.

Thomas_Hardy

ThumbRemote wrote: »

I would say it's down to the rail staff to understand the different types of ticket, not the customer.

If the answer to the question depended on the ticket type, they should have said 'it depends on the ticket' and asked for further information.

The staff member gave an incorrect answer, which is why the customer is out of pocket. Unfortunately it's difficult for the customer to prove this.

I would say it is impossible to prove this. The CCTV will not show what was asked - he could have said "What is the quickest way to get to Torquay?", in which case the advisor would have given the correct information. They may have even said "but you'll need a different ticket to get that train", and the OP thought they would take a chance. Who knows ...

iclayt

If you purchase an advance ticket for a specified train, I'm pretty sure you are told that it is valid on that specific service only long before you put your headphones in on the train and miss the announcement. I don't know which website you booked through, but the one I use emphasises it at the time of booking, and it is also printed on the ticket. Also usually a poster or two dotted around on the train and/or platform about advance purchase tickets being valid on specific services only.

Very frustrating if you have indeed been told "it's fine" incorrectly, but there is such a thing as personal accountability - in this case, reading your own ticket - and I don't think you really have a leg to stand on, sorry.