Disabled persons freedom pass on the Elizabeth line

[fluffypanda1]

So I have a disabled persons freedom pass. This morning at about 5am, I tried to take the Elizabeth line from Paddington. My pass wouldn’t open the barriers and then I was told by staff that I was not allowed to use it at that time so they wouldn’t let me through but I thought I was allowed to use it at all times on the Elizabeth line. Can anyone confirm this for me?

 

[PeterC]

So I have a disabled persons freedom pass. This morning at about 5am, I tried to take the Elizabeth line from Paddington. My pass wouldn’t open the barriers and then I was told by staff that I was not allowed to use it at that time so they wouldn’t let me through but I thought I was allowed to use it at all times on the Elizabeth line. Can anyone confirm this for me?

At that time of the morning it would have been at the main line station. AIUI they were wrong for Elizabeth Line but correct for GWR.

From what we read in these threads it seems that inadequate training of gateline staff is common across the industry. Such a mistake in a station shared by operators with different ticketing rules is disappointing but not surprising.

 

[Watershed]

Did you end up paying for an additional fare or did you travel later?

As @PeterC said, the Disabled Persons Freedom Pass is valid at all times on Elizabeth line services, even when operating from the high-level "National Rail" platforms at Paddington or Liverpool Street. So you should not have been refused entry once it was established you were using an Elizabeth line train.

 

[generalnerd]

At that time of the morning it would have been at the main line station. AIUI they were wrong for Elizabeth Line but correct for GWR.

From what we read in these threads it seems that inadequate training of gateline staff is common across the industry. Such a mistake in a station shared by operators with different ticketing rules is disappointing but not surprising.

It’s a shame as well because usually I find TfL staff to be more knowledgable about the ticketing than most

 

[mattdickinson]

It’s a shame as well because usually I find TfL staff to be more knowledgable about the ticketing than most

The National Rail gateline at Paddington is manned by GWR not TfL.

 

[generalnerd]

The National Rail gateline at Paddington is manned by GWR not TfL.

Oh right the nr gate line, didn’t realise

 

[fluffypanda1]

Did you end up paying for an additional fare or did you travel later?

As @PeterC said, the Disabled Persons Freedom Pass is valid at all times on Elizabeth line services, even when operating from the high-level "National Rail" platforms at Paddington or Liverpool Street. So you should not have been refused entry once it was established you were using an Elizabeth line train.

I work at Heathrow so ended up having to pay for the Heathrow express or I would’ve been late to work. Luckily, I get the tickets at a discount at least.

 

[Watershed]

Surely you could have bought a ticket (or used contactless) for the Elizabeth line?

But I would contact TfL to make a complaint and ask them to reimburse you the fare you paid. You won't necessarily have much success but it is worth trying.

 

[fluffypanda1]

I could have but the discount I get from working at Heathrow makes the Heathrow express actually cheaper which is why I went for that.

 

[rebmcr]

I could have but the discount I get from working at Heathrow makes the Heathrow express actually cheaper which is why I went for that.

This is fortunate, but you were still discriminated against, I think unlawfully? But certainly against the policy for your pass.

Perhaps the Disputes & Prosecutions section of this forum could advise on how best to rectify this. (Edit: this was composed before the thread moved)

 

[Mawkie]

But I would contact TfL to make a complaint and ask them to reimburse you the fare you paid. You won't necessarily have much success but it is worth trying.

I don't think we know if it was TfL or GWR that denied entry do we?

 

[Watershed]

I don't think we know if it was TfL or GWR that denied entry do we?

It sounds like it was probably GWR staff, but that doesn't really matter as far as the OP is concerned.

The OP's pass entitled them to travel with GTS, the Elizabeth line operator (whose customer service is of course handled by TfL). GTS are liable for the actions of any staff acting on their behalf, whether employed by them, LU, GWR or anyone else.

 

[agk2126]

But I would contact TfL to make a complaint and ask them to reimburse you the fare you paid. You won't necessarily have much success but it is worth trying.

Assuming you typically ride the Elizabeth Line, your Freedom Pass history could be evidence of your typical journeys from Paddington. While not proof, it would help support your statement to TfL that you did not intend to pay for the Heathrow Express this morning.