Advice on EMR Unpaid Fare Notice appeal, Misled by Departure board & staff

falkegg · 2 Aug 2026

Hi everyone,

I am looking for advice regarding an Unpaid Fare Notice issued to me by East Midlands Railway (EMR).

Stations: Started at Dartford, changed at London St Pancras, finished at Loughborough. (The issue occurred on the London St Pancras to Loughborough leg).
Ticket Held: Return ticket from Loughborough to Dartford. The return leg was booked for the 21:32 London St Pancras to Loughborough service on Friday 31 July. Purchased prior to the journey on Tuesday 28 July via EMR App. (Advance Single with a 16-25 Railcard)

Station Staff Encounter: I arrived at London St Pancras at ~21:08. The 21:32 EMR train was completely missing from the departure boards. I took a photograph of the departure boards at 21:36 (verified by Apple metadata). Crucially, actual train-running data shows the 21:32 service departed late at 21:54—meaning my photo proves the train was completely omitted from the boards 18 minutes before it even left. I asked a member of station staff for help; they looked at the same departure board I looked at and told me the next train to Loughborough was the 22:32, assured me my ticket for the 21:32 would be valid on it, and told me to head through the barriers. My ticket scanned successfully at the barrier gate, leading me to believe I could board.

On-Train Inspector Encounter: On the 22:32 train, an inspector asked for my ticket and railcard and scanned it, then issued me an Unpaid Fare Notice. I explained that I was following station staff instructions and showed photographs of the departure boards at St Pancras. The inspector dismissed my evidence, claiming my photos were and not taken at St Pancras.

Paperwork & Evidence Held: I have photos of the departure board showing no listing for the 21:32 in the "Next Fastest Trains" section and the Apple metadata showing the photo timestamp (21:36), and EMR app screenshots showing contradictory departure times (at 21:34 it says the train "dep. 21:34" however every minute the departure time went back, when I was on the train I looked again and this time the train seemed to actually depart at "Dep. 21:54", my point being the EMR app was inconsistent).

Had the "Next Fastest Trains" section been correct showing the "Next Fastest Trains" to Loughborough was the 21:32 and it was late, I would have gotten on it. But it stated 22:32.

Satisfactory Outcome: Full cancellation of the Unpaid Fare Notice, as I acted honestly and in good faith based on direct staff instruction and misleading station displays. tbh i think im owed a refund.

RailUK Forums

AlterEgo · 2 Aug 2026

When you arrived at 2108, and saw your train was missing, what did you do?

simonw · 2 Aug 2026

falkegg said:
Hi everyone,

I am looking for advice regarding an Unpaid Fare Notice issued to me by East Midlands Railway (EMR).

Stations: Started at Dartford, changed at London St Pancras, finished at Loughborough. (The issue occurred on the London St Pancras to Loughborough leg).
Ticket Held: Return ticket from Loughborough to Dartford. The return leg was booked for the 21:32 London St Pancras to Loughborough service on Friday 31 July. Purchased prior to the journey on Tuesday 28 July via EMR App. (Advance Single with a 16-25 Railcard)

Station Staff Encounter: I arrived at London St Pancras at ~21:08. The 21:32 EMR train was completely missing from the departure boards. I took a photograph of the departure boards at 21:36 (verified by Apple metadata). Crucially, actual train-running data shows the 21:32 service departed late at 21:54—meaning my photo proves the train was completely omitted from the boards 18 minutes before it even left. I asked a member of station staff for help; they looked at the same departure board I looked at and told me the next train to Loughborough was the 22:32, assured me my ticket for the 21:32 would be valid on it, and told me to head through the barriers. My ticket scanned successfully at the barrier gate, leading me to believe I could board.

On-Train Inspector Encounter: On the 22:32 train, an inspector asked for my ticket and railcard and scanned it, then issued me an Unpaid Fare Notice. I explained that I was following station staff instructions and showed photographs of the departure boards at St Pancras. The inspector dismissed my evidence, claiming my photos were and not taken at St Pancras.

Paperwork & Evidence Held: I have photos of the departure board showing no listing for the 21:32 in the "Next Fastest Trains" section and the Apple metadata showing the photo timestamp (21:36), and EMR app screenshots showing contradictory departure times (at 21:34 it says the train "dep. 21:34" however every minute the departure time went back, when I was on the train I looked again and this time the train seemed to actually depart at "Dep. 21:54", my point being the EMR app was inconsistent).

Had the "Next Fastest Trains" section been correct showing the "Next Fastest Trains" to Loughborough was the 21:32 and it was late, I would have gotten on it. But it stated 22:32.

Satisfactory Outcome: Full cancellation of the Unpaid Fare Notice, as I acted honestly and in good faith based on direct staff instruction and misleading station displays. tbh i think im owed a refund.

What did you do between arriving at the station and boarding the 22.32 such that you didn't see the 21.36 depart at 21.54 given you were inside the barriers?

westcoaster · 2 Aug 2026

Was the train listed on the departure board at all, you took a picture of the next fastest screen not the departure boards. Something doesn't add up to me, also if inside the barriers how did you miss the announcements or the screens by the buffer stops.

edit The timestamp outside the barriers is taken after the scheduled departure time. The screens are cleared 2 minutes prior to departure, are you sure you arrived on time.

MrJeeves · 2 Aug 2026

Industry data suggests the 21:32 was advertised on station screens without a confirmed platform before 21:14, then as departing from platform 2 from 21:14 until 21:30, where it was then entirely hidden.

1F82 London St Pancras (Intl) → Sheffield · 31 Jul 2026 — Darwin Browser

Full operating history of UK National Rail service 1F82 (London St Pancras (Intl) → Sheffield) on 31 Jul 2026, operated by EM. This service has completed. Replay every Darwin message, forecast, platform change and delay on an interactive timeline.

darwinbrowser.com

Having no photos of the boards before 21:32 isn't particularly helpful as your photo of the boards not showing a train after its scheduled departure isn't very indicative of anything, really. Let alone the fact your picture is conveniently not of the departure boards but rather the next fastest trains list which won't have every service shown.

blimmo · 2 Aug 2026

Surely the status of the departure boards is irrelevant if OP was advised to board the 2232 by staff?

AlterEgo · 2 Aug 2026

blimmo said:
Surely the status of the departure boards is irrelevant if OP was advised to board the 2232 by staff?

"If" is doing some heavy lifting there given we have established other facts contrary to what we've been told.

falkegg · 2 Aug 2026

AlterEgo said:
When you arrived at 2108, and saw your train was missing, what did you do?

Waited around till closer to 21:26 where I then spoke to staff an checked the EMR app as my 21:32 was not on the departure screen, after being told to take the 22:32 I went to the departure screen to take the picture at 21:36

== Doublepost prevention - post automatically merged: 2 Aug 2026 ==

simonw said:
What did you do between arriving at the station and boarding the 22.32 such that you didn't see the 21.36 depart at 21.54 given you were inside the barriers?

I was outside the barriers, I only entered the barriers when it was announced the 22:32 was boarding. I wasnt on the platform to see a train arrive.

== Doublepost prevention - post automatically merged: 2 Aug 2026 ==

westcoaster said:
Was the train listed on the departure board at all, you took a picture of the next fastest screen not the departure boards. Something doesn't add up to me, also if inside the barriers how did you miss the announcements or the screens by the buffer stops.

edit The timestamp outside the barriers is taken after the scheduled departure time. The screens are cleared 2 minutes prior to departure, are you sure you arrived on time.

I did not enter the barriers till around 22:10 when they announced 22:32 was boarding. I arrived before 22:29 so I should have seen my 21:32 on the board but it wasnt there, the train was allegedly delayed and that was not shown anywhere on the departure board. The only train that had anything to do with Loughborough was listed as arriving at 22:32, hence why I only took a picture of that, the picture was taken at 21:36 as I was speaking to station staff. If my 21:32 was still arriving why wouldnt it be displayed on the Next Fastest Train screen as it would get to Loughborough faster than the 22:32

== Doublepost prevention - post automatically merged: 2 Aug 2026 ==

MrJeeves said:
Industry data suggests the 21:32 was advertised on station screens without a confirmed platform before 21:14, then as departing from platform 2 from 21:14 until 21:30, where it was then entirely hidden.

1F82 London St Pancras (Intl) → Sheffield · 31 Jul 2026 — Darwin Browser

Full operating history of UK National Rail service 1F82 (London St Pancras (Intl) → Sheffield) on 31 Jul 2026, operated by EM. This service has completed. Replay every Darwin message, forecast, platform change and delay on an interactive timeline.

darwinbrowser.com

Having no photos of the boards before 21:32 isn't particularly helpful as your photo of the boards not showing a train after its scheduled departure isn't very indicative of anything, really. Let alone the fact your picture is conveniently not of the departure boards but rather the next fastest trains list which won't have every service shown.

But the train was delayed? It left at 21:54 therefore would get to Loughborough before the 22:32 in which case should it not be on the "Next Fastest Train" screen? From my experience delayed trains remain on the departure screens showing as delayed until they arrive? Sure lets say it was on the departure screen up until 21:30, but the train didnt come till 21:54, therefore removing it from the departure screen and only listing the 22:32 is misleading.

then as departing from platform 2 from 21:14 until 21:30, where it was then entirely hidden.

Click to expand...

It did not depart till 21:54. Therefore they did not display it when it came at 21:54?

== Doublepost prevention - post automatically merged: 2 Aug 2026 ==

blimmo said:
Surely the status of the departure boards is irrelevant if OP was advised to board the 2232 by staff?

I wish I asked for a note, but I could describe him and the lady that were staff by the barriers if asked, but I dont know if EMR care enough do that.

dciuk · 2 Aug 2026

falkegg said:
I did not enter the barriers till around 22:10 when they announced 22:32 was boarding. I arrived before 22:29 so I should have seen my 21:32 on the board but it wasnt there, the train was allegedly delayed and that was not shown anywhere on the departure board. The only train that had anything to do with Loughborough was listed as arriving at 22:32, hence why I only took a picture of that, the picture was taken at 21:36 as I was speaking to station staff. If my 21:32 was still arriving why wouldnt it be displayed on the Next Fastest Train screen as it would get to Loughborough faster than the 22:32

I am getting confused by all these times. Is 22:29 a typo? If not, while what you have said that you arrived before 22:29 might not be wrong, I am not sure on its significance when you previously said you arrived around 21:08.

== Doublepost prevention - post automatically merged: 2 Aug 2026 ==

falkegg said:
I wish I asked for a note, but I could describe him and the lady that were staff by the barriers if asked, but I dont know if EMR care enough do that.

You could request CCTV. While it might not prove what was said, if it shows you talking to them and also shows you were at the station in time for the 21:32 service that you had a ticket for it would not make any sense why you would deliberately wait until a later train

AlterEgo · 2 Aug 2026

falkegg said:
Waited around till closer to 21:26 where I then spoke to staff an checked the EMR app as my 21:32 was not on the departure screen, after being told to take the 22:32 I went to the departure screen to take the picture at 21:36

Let's look at what evidence is available.

It is categorically provable the 2132 was on the departure screen until 21:30:02.

There's no evidence you were at St Pancras any time before 2136.

A reasonable person might conclude you missed the train and have speculatively invented the sequence of events goven the subsequent revelation the 2132 struggled to depart. Unfortunately, the industry can see exactly what was on the boards at any given time, something you probably did not expect to be possible. You can go and replay all that in the link @MrJeeves has supplied.

Was your ticket an e-ticket?

falkegg said:
But the train was delayed? It left at 21:54 therefore would get to Loughborough before the 22:32 in which case should it not be on the "Next Fastest Train" screen? From my experience delayed trains remain on the departure screens showing as delayed until they arrive? Sure lets say it was on the departure screen up until 21:30, but the train didnt come till 21:54, therefore removing it from the departure screen and only listing the 22:32 is misleading.

Not at all. The train appears to have been delayed by a fault which prevented it from actually leaving (perhaps a door fault). But it is immaterial. At 2130 the train gets removed from the screens and you would have been prevented from boarding anyway, whether the train has physically left or not. As it was, you weren't there.

Your best bet is to ask EMR nicely to waive the Unpaid Fares Notice as a gesture of goodwill, or perhaps to refund the unused Advance ticket and pay the UFN. But don't waste their time or the time of people giving up their free time to help with the invisible departures board story.

Haywain · 3 Aug 2026

falkegg said:
The only train that had anything to do with Loughborough was listed as arriving at 22:32, hence why I only took a picture of that, the picture was taken at 21:36 as I was speaking to station staff. If my 21:32 was still arriving why wouldnt it be displayed on the Next Fastest Train screen

It would not be shown on the boards as it was no longer available for boarding, and would have been departing as soon as the fault had been resolved.

Advice on EMR Unpaid Fare Notice appeal, Misled by Departure board & staff

falkegg

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AlterEgo

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simonw

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westcoaster

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MrJeeves

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1F82 London St Pancras (Intl) → Sheffield · 31 Jul 2026 — Darwin Browser

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AlterEgo

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falkegg

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dciuk

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Haywain

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