Me and my partner have both just received letters regarding a situation where we both failed to show a valid ticket between Cardiff Central and Swansea.
For context we had bought return tickets with the initial date being correct but the return ticket accidentally at a later date. We believe this was a glitch when booking the ticket.
We did not know of this mistake until we were on the train. At first we showed our tickets at Cardiff Central to a member of staff, where the tickets (barcode) didn't work but we was still let through by the staff and so we thought it was a technical issue.
However, when our tickets got checked on the train, the lady made us aware it was for the wrong day. We then asked if we could buy new tickets to make up for this (tickets online were only showing up for £7 each for a single, which of course we would've been happy to have paid). However, she was trying to be nice and said no and to not worry, since she didn't want us buying two new tickets. She advised for us to speak to the staff at Swansea station about the situation.
We then talked with the Swansea staff and explained the situation. This led to us explaining in detail and filling out reports regarding this issue and was told by the person reading us out the form, that this shouldn't be a problem but at worst outcome would be paying £14 each for the single tickets (which I also asked to pay at the time). But he said to not worry and let us through after filling out the reports.
Now these letters have come through, explaining that this matter will be taken to court. However instead of this we have been asked to pay £94 each to get this issue resolved instead of going through legal procedures. This is extortionate and frankly uncalled for. A simple honest mistake was made from us which twice on the day we were willing to make up for, but are now being threatened with court if we don't pay £188 in total. I am still very happy to pay the cost of the ticket at £14 each (which is double the price of the tickets on our app at that time), but this doesn't seem to be the resolution TIL are willing to accept.
It's all very strange since we have been coerced into this situation by the staff in Cardiff station, Swansea station, and on the train itself. We recognise our mistake, but we feel we shouldn't be punished extra for these employees mistakes.
I have emailed this several times to TIL but they keep on ignoring any attempt to explain the situation. I need to understand what the best steps are because I don't know how we could've acted any differently. If an officer won't allow you to buy a ticket on the train, how can you be at fault for that?
For context we had bought return tickets with the initial date being correct but the return ticket accidentally at a later date. We believe this was a glitch when booking the ticket.
We did not know of this mistake until we were on the train. At first we showed our tickets at Cardiff Central to a member of staff, where the tickets (barcode) didn't work but we was still let through by the staff and so we thought it was a technical issue.
However, when our tickets got checked on the train, the lady made us aware it was for the wrong day. We then asked if we could buy new tickets to make up for this (tickets online were only showing up for £7 each for a single, which of course we would've been happy to have paid). However, she was trying to be nice and said no and to not worry, since she didn't want us buying two new tickets. She advised for us to speak to the staff at Swansea station about the situation.
We then talked with the Swansea staff and explained the situation. This led to us explaining in detail and filling out reports regarding this issue and was told by the person reading us out the form, that this shouldn't be a problem but at worst outcome would be paying £14 each for the single tickets (which I also asked to pay at the time). But he said to not worry and let us through after filling out the reports.
Now these letters have come through, explaining that this matter will be taken to court. However instead of this we have been asked to pay £94 each to get this issue resolved instead of going through legal procedures. This is extortionate and frankly uncalled for. A simple honest mistake was made from us which twice on the day we were willing to make up for, but are now being threatened with court if we don't pay £188 in total. I am still very happy to pay the cost of the ticket at £14 each (which is double the price of the tickets on our app at that time), but this doesn't seem to be the resolution TIL are willing to accept.
It's all very strange since we have been coerced into this situation by the staff in Cardiff station, Swansea station, and on the train itself. We recognise our mistake, but we feel we shouldn't be punished extra for these employees mistakes.
I have emailed this several times to TIL but they keep on ignoring any attempt to explain the situation. I need to understand what the best steps are because I don't know how we could've acted any differently. If an officer won't allow you to buy a ticket on the train, how can you be at fault for that?
