Treat honest ticket mistakes fairly – plea from passenger watchdog

10 October 2024

Transport Focus is calling for passengers who made an innocent mistake buying rail tickets should be treated with understanding.

Alex Robertson, Chief Executive at the independent watchdog, Transport Focus said:

“It is right that train companies should take steps to stop those who try to evade paying fares. But those who have made an innocent mistake should be treated with understanding and not immediately assumed to be guilty. We know from talking to passengers how confusing the current system is – no one thinks you should have to spend ages checking detailed rules and restrictions before getting on a train.

“While there have been some improvements, the outlook for being caught making a mistake can still be bleak. This is one of the reasons why we have long argued for the need to simplify fares and ticketing. Passengers must be able to trust that penalties are given only to those who deserve them.”

 

Transport Focus has made a series of recommendations on this issue in its ‘Ticket to Ride’ report and continues to press for change for passengers.