Please help cross country ticket fare appeal

[Mary01]

I bought a ticket to travel with cross country from new castle to Birmingham. However, I had an advance ticket, I missed my train and used the next one. I didn’t know the ticket condition as I am not a frequent traveler and most of my travels are short distances so I can always used the next train. I was asked to show my ticket awhich I did and I was told it’s not valid for the trip which I was surprised and it was for the other train i informed her I missed my train and used teh second one. She asked to see my ticket and explained how it works and taht my connecting ticket was the flexible one. I was asked to pay 100 pounds with my railcard. I didn’t have money in mu card I had cash. I panicked and informed her that I had cash that she should give me 5mins to get the funds to pay her since she still has a long roll to check. I was told taht since I didn’t have it i can pay it later taht a letter will be send it to me. And she will attach a note to it explaining and reassured me not to panick. I probably shouldn’t have believed her and this is my first experience. I got a letter ital to pay a full cost of ticket and settlement cost of 280 pounds. I explained my mitigating circumstances and I was told taht it doesn’t matter. I asked taht the price be reduced because it’s excessive especially charging me 180 for a ticket when I was told that it’s 100 and reassured by the ticket operator. If I knew I would get a ticket I would have insisted that she waits why I get the funds because I didn’t plan to evade. I want to appeal to the ombudsman. Please advisor wnat to you think as this is process us very new to me

 

[Mcr Warrior]

@Mary01. Welcome to the forum. When was this, and why exactly was it that you missed your booked XC train from Newcastle, did you travel to the station on some connecting other train service?

 

[Mary01]

This happened last month. I didn’t use any connnecting train. I took an uber to the train station I was feeling sick, I had to sit outside use my inhaler and catch my breath. Before I could make to the platform my train literally left in front of me. My mistake was not inquiring about my ticket if I can still use it I just thought I could use the ame cross country train to the route.

 

[AlterEgo]

Unfortunately your ticket was not valid and it's on you to know the terms and conditions of them. So you do owe them money for a new ticket. Id you post a copy of the letter in this thread with your personal details removed we can check if the amount is correct, but you do have to pay for a new ticket.

 

[Mary01]

At this point, I do not have a problem with paying the penalty because I understood from IATL that it is a strict liability offence, but I am asking for discretion on the amount because it’s too steep, especially because I made a decision based on the ticket operator reassurance. If I was informed that I would be given a fare penalty and paid to pay full ticket price why I have a valid railcard I could have insisted she waits for me to call my family for some money.

 

[Mcr Warrior]

@Mary01. An undiscounted Anytime Single, from Newcastle to Birmingham Stns, is £150.40. Is that what you've been asked to pay, with maybe a three figure administration fee added on top?

 

[Mary01]

Yes

== Doublepost prevention - post automatically merged: 19 Jun 2026 ==

Also, I wanted to ask is if any form of mitigation or discretions are offered for it, maybe I would just rather pay it instead going to appeal to ombudsmen as I was told to do. That is why I came to ask for advice.

 

[AlterEgo]

At this point, I do not have a problem with paying the penalty because I understood from IATL that it is a strict liability offence, but I am asking for discretion on the amount because it’s too steep

There is no discretion involved. You owe the fare, and are liable for it. There is no question about this. However, please post a copy of your letter so we can at least see they are charging the correct amount.

 

[WesternLancer]

Yes

== Doublepost prevention - post automatically merged: 19 Jun 2026 ==

Also, I wanted to ask is if any form of mitigation or discretions are offered for it, maybe I would just rather pay it instead going to appeal to ombudsmen as I was told to do. That is why I came to ask for advice.

unfortunately if you had accepted the offer to pay on the train that would likely have been cheaper.
It sounds to me like it’s the same fare you were asked for plus an ‘admin fee’ now that has been added.

If you don’t pay it will escalate to threats of court then actually court I would expect.

Your Advance purchase ticket is priced cheaper in exchange for conditions that reduce flexibility. A bit like if you missed a flight they would not let you on the next flight gift the same ticket even if they had empty seats I assume.

 

[Mary01]

Thank you. I will make the payment

 

[furlong]

With cases like these, if you do pay to put an end to their threats, you can still put your case afterwards that the amount requested is excessive to customer services and also try to get help arguing your case from an organisation called Transport Focus.
Which railcard do you have?
How much did you pay originally for the Advance ticket?
What time and day of the week was the train you caught?

 

[Elecman]

you could write to cross country customer services and request they consider issuing you a full refund due to your missing the train due to a medical issue at the station.