Transport Secretary Louise Haigh has delivered a strong message to train operators, urging them to handle ticketing errors more fairly.
Describing the current fare system as “far too complicated,” Haigh emphasized that while intentional fare evasion needs to be addressed, passengers making honest mistakes should not face disproportionate punishment.
The Department for Transport (DfT) has initiated an independent review following public outcry over claims that train operators have taken “disproportionate action” against individuals for minor ticketing errors.
This move comes after recent high-profile cases, including one involving a university student who feared facing a criminal record and hefty fines due to a £1.90 underpayment from misusing a railcard. The government-owned operator Northern dropped the case after significant media attention.
Ensuring Clarity and Proportionate Responses
On Wednesday, Haigh confirmed that the Office of Rail and Road (ORR) will lead the review, which will focus on how suspected fare evasion cases are managed. This includes evaluating the clarity of ticketing terms and conditions and determining appropriate circumstances for prosecution.
The review aims to ensure that rail operators balance the need to protect revenue with fair treatment for passengers.
The Rail Delivery Group, representing train companies, has estimated that fare evasion costs the UK rail system around £240 million annually.
While Haigh agreed that “deliberate fare-dodging has no place on our railways and must be tackled,” she stressed that those who make innocent mistakes should not be treated as criminals.
“An independent review is the right course of action and will help restore passengers’ confidence in the system,” she said. Haigh added that simplifying the current complex ticketing structure is a top priority: “That’s why we have committed to the biggest overhaul of our railways in a generation, including simplifying fares to make traveling by train easier.”
Support from Industry and Watchdogs
The ORR, tasked with conducting the review, has expressed its commitment to fairness.
“We welcome the opportunity to conduct this review. It is important passengers are treated fairly and dealt with consistently and proportionately when ticketing issues arise, whilst also balancing the legitimate revenue protection interests of operators and taxpayers.”
Stephanie Tobyn, the ORR’s director of strategy
Transport watchdogs are also backing the review. Alex Robertson, chief executive of Transport Focus, praised the announcement and highlighted the challenges passengers face with the existing ticketing system. “We will be sharing with the review what passengers have told us about how confusing the current ticketing system is,” Robertson stated.
He emphasized that passengers making genuine mistakes deserve understanding, not automatic prosecution: “People who have made an innocent mistake should be treated with understanding and not immediately assumed to be guilty.”
A Step Towards Simpler, Fairer Travel
The DfT’s push for this independent review marks a significant step toward addressing public concerns and restoring trust in the rail system. The commitment to a fairer approach comes as part of a broader effort to revamp the UK’s railway network, with a focus on clearer, simpler fares.
The review will potentially result in policy changes that ensure passengers are not unduly penalized for honest mistakes, aligning with calls for a system that prioritizes fairness without compromising revenue protection.
As the ORR prepares to launch its assessment, the message from Haigh and transport stakeholders is clear: reforms are needed to strike a balance between maintaining financial integrity and ensuring passengers feel respected and fairly treated when traveling by train.
