New independent appeals process – Transport Focus response

06 April 2018

Responding to the new independent appeals process to protect rail passengers issued with penalty fares, Mike Hewitson head of policy at Transport Focus said:

“This welcome safety net should help resolve the kind of cases we have been highlighting through our Ticket to Ride work, where passengers making an innocent mistake have been treated like fare-dodgers. The key thing now will be for the rail industry to empower its front-line staff to use more discretion right from the start.”

Background

Transport Focus first made a series of recommendations on this issue in the 2012 report Ticket to Ride and continued to press for change in an updated report in 2015.