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Penalty Fares Overcharging

We've discovered an administrative error that resulted in some passengers issued with a penalty fare being overcharged.

This error only affected a small proportion of the penalty fares we issued between April 2018 and July 2019. The fares were issued for the correct reason - to passengers travelling without a valid ticket - but the amount charged was incorrect.

This error followed changes to penalty fares legislation in April 2018, and an error was made in the guidance issued to train operating companies on how these fares should be calculated.

We are contacting affected passengers with the appropriate refund due to them.

If you believe you were affected, please contact us using our online form