Working in partnership with London TravelWatch

Goodwill gesture for penalty fare passenger

28 June 2018

Two separate ticket inspections failed to spot that Mr F was missing part of his ticket as he travelled from Norwich to London Liverpool Street.

At Liverpool Street, staff spotted that part was missing and he was given a Penalty Fare Notice (PFN).

Naturally Mr F felt this was unfair as he had showed staff his tickets prior to boarding, and if the issue had been picked up he could have resolved it without getting a PFN.

He appealed this penalty, but the appeal was rejected. We stepped in to say that, as the tickets had been checked twice, this issue should have been identified earlier, preventing it from escalating.

Greater Anglia agreed to refund the penalty, once the passenger paid it.

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