Watchdog calls for industry to resolve issues which have led to thousands of rail passengers in London being overcharged for not having the right ticket

21 August 2019

London TravelWatch has warned that thousands of rail passengers may have been overcharged after it emerged that several rail operators wrongly applied new Penalty Fares regulations which were introduced in April 2018. The watchdog is calling on operators to issue refunds to affected passengers.

The new Penalty Fares Regulations which came into effect on 6 April 2018 state that Penalty Fares must be subject to passenger’s age, day/time of travel and the route taken rather than the previous situation when they were calculated as being twice the cost of an anytime single fare. London TravelWatch’s casework team spotted the incorrect charges and brought them to the industry’s attention.

Arthur Leathley, Chair of London TravelWatch commented: 'It is extremely disappointing that thousands of passengers are likely to have been left out of pocket because several train operators were not following the up to date Penalty Fare regulations which came into effect last year.  We are trying to find out why this happened but in the meantime we expect operators to refund passengers who have been affected and take steps to ensure that this situation doesn’t occur again. We recommend that passengers who have incurred a Penalty Fare at a cost of twice the single fare after 6 April 2018 contact the operator who issued it as they may be due a refund.'

Further information

  • London TravelWatch is the official watchdog representing the interests of transport users in and around London, and independent of the transport operators and government. London TravelWatch is sponsored and funded by the London Assembly, part of the Greater London Authority.
  • Follow London TravelWatch on Twitter and You Tube.
  • For more information, please contact the London TravelWatch press office on 020 3176 5941 or 07734 055494.
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