Cheer for young passenger in rail ticket mix-up as penalty charge is lifted 

“He was in tears when he rang me when he got off the train afterwards,” he explained. “I’m a retired widower and it is just me and my son, his mum died when he was a toddler. He doesn’t earn a lot and that £84 is half my weekly pension. He feels bad for me.” The two were convinced they had fallen foul of technology glitches that began when Simon made the booking online in late October. The first-class single from Peterborough to Kings Cross was a treat for his boy who was returning to work after visiting home. The luxury ticket though was only possible because it was available at a special discount. 

At the moment of booking it wasn’t easy however on the website of government-owned London Northern Eastern Railway (LNER). 

++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on maisha.frost@express.co.uk ++;

“I got several ‘sorry this transaction cannot be completed’ messages,” said Simon who kept trying and eventually got a confirmation his first attempt had gone through. 

But when the pair tried to collect it at the station they were told someone had already taken it. Jason was advised however to get on and show the booking reference to the inspector on the train.  

But when he was asked en route, the same message showed that someone else had it.  

“I was also then told in an email that we had not collected the ticket. It seems two booking references were showing,” adds Simon.

“The inspector who issued the penalty explained Jason could appeal it through the Rail Ombudsman. But it has already gone on several weeks and the rules mean they can only consider it in February.

“The ticket is still on LNER’s system and it would really help my son if he did not have this hanging over him.”

The family had proof of payment and the email trail which Crusader sent to the operator in the hopes that with some kindly Christmas spirit the matter could be ended quickly.