I feel really unfair with the CrossCountry penalty

jenny_trinh · 15 May 2021 at 11:17PM

Hi everyone. I am a newbie here, and hopefully, I posted in the correct category. I need some advice from you about my ticket penalty.

On the 30th of January this year, I traveled on CrossCountry from Birmingham New Street to Bristol Temple Meads with a single ticket at 12:12. I got confused when I made the booking; the ticket says "Shows different tickets along your journey," so I thought it was a flexible ticket. I got on the 14:12 train, and as getting checked on the train, the staff told me my ticket was invalid, and she had to report me as her job. After listening to my explanation, she told me it's still her job to inform the company, but when I receive the report letter, I would need to provide them this explanation, and it will be fine, I don't need to pay anything. The report letter from Transport Investigation ltd. (TIL) came in April, and I replied to them with my explanation. On the 7th of May, they sent me the second letter stating that it was still my fault not to have a valid ticket and a Summons may be made. To stop further action, I need to pay them £127.50, which is the administration costs incurred for remove the case on file. The single ticket only cost around £20, and I feel it's really unfair to pay that amount of money after I gave them a full explanation. Also, what the staff advised me was totally incorrect.

I emailed CrossCountry about the misleading information their staff made, and they replied they could not help me with any decision made by Transport Investigations. I emailed TIL about my case and am waiting for their reply now.
Please let me know what you think about this situation and any advice would be really helpful now.
Thank you!