The Office of Rail and Road (ORR) released a report revealing significant inconsistencies in how passengers are treated for ticketing issues, demonstrating that many innocent travelers face prosecution. It was commissioned by former transport secretary Louise Haigh after reports of unfair treatment surfaced in the media. One alarming case involved a passenger threatened with prosecution for mistakenly using the wrong railcard discount, ultimately dropping when their MP intervened. The regulator emphasized the challenges rail staff face in distinguishing between genuine mistakes and intentional fare evasion amidst a complex fare structure.
The report highlights that inconsistent treatment for ticketing issues leaves passengers vulnerable to prosecution, even for honest mistakes, undermining trust in the railway system.
The ORR's findings reveal that while many passengers may forget their railcards or make mistakes, staff struggle to differentiate between these innocent errors and deliberate fare evasion.
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