Fined £200 After Boarding Train Staff Directed Them To

In December 2023, passengers traveling from Durham to York ahead of Christmas found themselves unfairly fined £200 despite following directions from railway staff. The group explained that at Durham station, they asked a staff member which train they should board. They were told exactly which train and carriage to take, based on their pre-booked seats.

However, once onboard, a ticket inspector informed them they were on the wrong train, as their intended service had been cancelled due to strike action. The passengers were shocked since the departure boards at Durham displayed no cancellation notice. The inspector subsequently issued two fines totaling nearly £200 for traveling without a valid ticket.

Upon arrival in York, passengers confirmed with ticket office staff that their original train had indeed been cancelled. Staff also validated their tickets for travel on any LNER or TransPennine train, allowing a return to Durham without further issue.

Despite providing documentation proving their innocence, LNER initially refused to refund the fines. An investigation revealed the passengers had boarded a TransPennine train by mistake, but the fines applied were typically reserved for those traveling without any valid ticket.

Following coverage by consumer affairs correspondent Adele Cooke of The Sun, LNER reconsidered and refunded £197.80 to the passengers, along with a £75 goodwill gesture. This case highlights the challenges travelers can face during disrupted services and stresses the importance of clear communication from railway companies.