Ticket failed to scan on train from LST-CBG

[Cdd89]

My cousin bought an Advance e-ticket from Liverpool Street to Cambridge with a 26-30 Railcard on Greater Anglia via the Trainline. They went through the open gateline at Liverpool Street and boarded the correct train.

The train was very empty; a Revenue Inspector for Greater Anglia scanned their ticket and said it "wouldn't scan". They were unable to say what specifically was wrong, or identify an issue with the ticket or their Railcard based on a visual inspection, but issued them with a Penalty Fare anyway stating that the ticket could be fraudulent.

Approximately 20 minutes later, the inspector returned and stated that it was a mistake (their scanner was misconfigured) - but that because the penalty fare had already been issued it could not be revoked and that they would still need to appeal it. And that they will leave notes for them to do so.

They will obviously do this, and I am confident it will be resolved, but are there any additional steps they should consider taking?

 

[AlterEgo]

Yes, they should complain to Greater Anglia. A ticket not scanning isn't a reason to issue a penalty fare, and if the inspector suspected fraud they should have interviewed the passenger about it. That's a disgraceful set of events if your cousin had a valid ticket. Good luck getting it overturned.

 

[Watershed]

I would also be considering a legal claim for breach of the GDPR for requiring the passenger to provide details when there was no lawful basis to do so. The train companies wouldn't hesitate to try and claim amounts which are way beyond the actual fare paid so they have absolutely no moral high ground here!

 

[Cdd89]

Thanks for the confirmation! I agree – the only reason the ticket could not scan is either a technical error (their fault) or fraud (requires an interview, not a PF). Apparently the revenue inspector also said she might need to complain to Trainline, which also doesn't sound correct.

I've attached what they were issued; the reason given for the PF was "no supporting documentation".

 

[ainsworth74]

Might be an obvious one to check but they did have their Railcard with them and showed it when asked?

 

[fandroid]

Surely GA can withdraw the Penalty Fare Notice? They probably would if they had thought there was a real fraud case there that they decided to prosecute before the PF appeals process got under way.

 

[tatitiliti]

My cousin bought an Advance e-ticket from Liverpool Street to Cambridge with a 26-30 Railcard on Greater Anglia via the Trainline. They went through the open gateline at Liverpool Street and boarded the correct train.

The train was very empty; a Revenue Inspector for Greater Anglia scanned their ticket and said it "wouldn't scan". They were unable to say what specifically was wrong, or identify an issue with the ticket or their Railcard based on a visual inspection, but issued them with a Penalty Fare anyway stating that the ticket could be fraudulent.

Approximately 20 minutes later, the inspector returned and stated that it was a mistake (their scanner was misconfigured) - but that because the penalty fare had already been issued it could not be revoked and that they would still need to appeal it. And that they will leave notes for them to do so.

They will obviously do this, and I am confident it will be resolved, but are there any additional steps they should consider taking?

I’d be furious - this is total incompetence and is yet another example of passengers being adversely affected by improper training of revenue protection staff. Not only is it unjust as it was due to faulty equipment, but it is also categorically not a ground to issue a penalty fare.

I’d robustly complain to GA and you might get some vouchers and personal satisfaction out of it if nothing else - and a hope that the staff member might retrospectively be trained properly.

You should definitely initiate the appeals process though as the GA complaints may take a while and it stops the clock on prosecution and will avoid any difficulties later on.

== Doublepost prevention - post automatically merged: 23 Aug 2025 ==

I would also be considering a legal claim for breach of the GDPR for requiring the passenger to provide details when there was no lawful basis to do so. The train companies wouldn't hesitate to try and claim amounts which are way beyond the actual fare paid so they have absolutely no moral high ground here!

This.

(If you can be bothered!)