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Revenue protection policy
All tickets, please!
Most people understand that if you want to travel, you need to buy a ticket - but fare evasion still costs the rail industry an estimated £200 million a year.
With the help of your feedback we’re doing everything we can to stop people cheating fares. One of the key ways we’re doing this is by bringing criminal proceedings whenever we believe deliberate fare evasion has taken place.
What you need to do
To travel on our trains you need to buy a ticket that’s valid for the date and time of your journey before you board. It’s your responsibility to buy and collect your ticket beforehand, and to carry it with you at all times so it can be inspected or used in an automatic ticket barrier. It’s no good hoping you can buy one from the Train Manager or telling them ‘it’s definitely in your bag somewhere’.
So if you want a smooth journey, you need to keep your ticket safe. After all it’s not just a ticket, it’s your receipt, and the only thing that gives you the right to travel.
It’s all there in black and white
When you purchase a ticket and travel with LNER, you’re agreeing to a legal contract with us that’s set out in The National Rail Conditions of Travel. It’s what makes sure everything is fair for passengers and train companies across the country. You can pick up a free copy from all our stations or from our Customer Services team. You can also download them from www.nationalrail.co.uk.
If travelling in breach of your ticket's terms and conditions – i.e. if you’re trying to travel with a ticket that isn’t valid for the service you're travelling on – you may be asked to purchase a new one or pay an excess fare.
We suggest you read the terms and conditions of your ticket carefully before boarding the train, and check for any restrictions that may apply. It might not be your most fun pre-trip job, but it’s better than finding out too late. Take a look at details of all the ticket types available, along with their terms and conditions and restrictions.
When it’s OK to travel without a ticket
It's an offence to board a train without a ticket. The only exceptions to this are:
There were no facilities in working order allowing for the purchase of a valid ticket.
There was notice at the station where you began your journey permitting journeys to begin without a valid ticket.
If you're unable to access our ticket retail facilities as a result of a disability.
If you’re entitled to concessionary fares without a Railcard, such as permanent wheelchair users.
In these circumstances, you can buy any ticket available on the train, on the day of travel, including any Railcard discounts that apply.
FAQs
What is a Travel Irregularity?
What is a Travel Irregularity?
When a travel matter requires further investigation, you may be issued with a Travel Irregularity notice.
The details will be submitted by the officer who issued the notice, to the Investigations & Prosecutions team, where a decision will be made with regards to the next steps to be taken by LNER.
A letter will be posted to you in due course explaining what actions are required, if any.
Depending on our findings we may provide the opportunity of paying an out of court settlement rather than progress to legal proceedings. If you are asked to pay an out of court settlement you may also be asked to make a payment towards our investigation costs.
If you wish to discuss your case with the Investigations & Prosecutions team, please await the written correspondence which will provide you with details regarding the matter investigated, our contact email and postal address. Our team aim to respond to any emails within 7 days of receipt.
Lost and forgotten tickets
Lost and forgotten tickets
When you have a reservation and receipt but you’ve lost your ticket
If you lose your train ticket you may have to buy a new one or else be issued with a Unpaid Fare Notice (UFN). You then have 28 days to find your lost ticket and show it to us, otherwise you will need to pay your UFN.
When you lose or forget your reservation
If you have a copy of your booking confirmation and your travel ticket (and assuming the ticket is valid), you can still travel.
What is an Unpaid Fare Notice?
What is an Unpaid Fare Notice?
If you have travelled without a valid ticket and have been asked to pay for a new ticket or excess fare (whichever is applicable) but can’t do so, you may be issued with an Unpaid Fare Notice. This doesn’t require you to pay an extra charge, penalty or fine - just to pay the fare requested for the journey, because a valid ticket wasn’t presented.
In order to complete the Unpaid Fare Notice with details of your journey, an authorised member of staff will ask you for your name and address. In order to avoid further costs being accrued (which are non-refundable), you need to pay the UFN within 28 days of the date of issue. If you refuse to provide your name and address, or give false details, you’re committing a criminal offence.
How to pay for an Unpaid Fare Notice
How to pay for an Unpaid Fare Notice
Payments must be made to LNER within 28 days of the date of issue of the Unpaid Fare Notice and the payment options available are:
Online – you can make a payment online by clicking here. All you will need is a credit/debit card and payment can be made using the notice number printed on the Unpaid Fare Notice (prefixed LN) and your surname.
By Phone – 24 hour freephone payment line, you can call 0800 044 3344 to make a payment via credit/debit card. To do this you will need your payment reference number (11-digit numerical reference) found at the bottom of your notice.
What happens if you don’t pay an Unpaid Fare Notice within the prescribed number of days?
What happens if you don’t pay an Unpaid Fare Notice within the prescribed number of days?
If LNER don’t receive your payment within 28 days of issue, you will be provided with a reminder letter and we will also seek to recover some of our costs of investigating the matter from you. If you haven’t submitted a successful appeal, or paid the required fee, legal proceedings could be brought against you under the Railway Byelaws and the Regulation of Railways Act 1889, Section 5.3(a). The decision to prosecute is always based on the merits of each individual case.
How to appeal an Unpaid Fare Notice
How to appeal an Unpaid Fare Notice
If you want to appeal against your Unpaid Fare Notice you need to do this within 28 days of it being issued to avoid any costs being accrued. You need to make your appeal in writing, and include the following information:
A copy of the Unpaid Fare Notice
The reason why you couldn’t produce a valid ticket or authority to travel
The station where you started your rail journey
The exact date and time you were travelling
Any other relevant information or documents such as tickets and booking confirmations
You can either send a statement in writing to:
London North Eastern Railway
Prosecutions Department
West Offices
Station Rise
York
YO1 6GA
Or email this to appeals@lner.co.uk
We will consider your appeal based on the facts of the case. Please be aware an appeal does not place your case on hold, and to avoid any costs incurred after the 28-day allotted time frame, payment would need to be made. This payment will be refunded should your appeal be successful.
What to do if your Unpaid Fare Notice appeal isn’t successful
What to do if your Unpaid Fare Notice appeal isn’t successful
Unfortunately, if your appeal to the ombudsman isn’t successful, this is our final decision. If you’re still unhappy, you may wish to seek legal advice. If at this point you wish to make payment, please see our ‘How to pay for an Unpaid Fare Notice’ section.
Travelling without a valid ticket
Travelling without a valid ticket
It is an offence to board the train without a ticket, where none of the exceptions above apply. If you are asked to purchase a ticket onboard the train, this will be at the full Standard or First Class single rate and you won’t be able to use a Railcard discount.
If you have a ticket, but it’s not valid for the journey, you may be requested to either pay an excess fare or purchase a new one (depending on the type of ticket that you have). Please be aware, any instance where you fail to produce a valid ticket for travel can lead to the matter being reported as a Travel Irregularity.
Below are examples of the kind of situations where you may be asked to pay an excess fare or purchase a new ticket.
You have an Advance ticket, but get on an alternative service to the one shown on your reservation coupon (or you don’t have the corresponding seat reservation needed to validate your ticket)
You’re traveling on a peak service with an Off-Peak or Super Off-Peak ticket
You have a ticket purchased with a Railcard discount but don’t have the valid Railcard with you (or you haven’t met the conditions of the Railcard)
You are in First Class accommodation but only have a Standard ticket
You’re aged 16 years or older, but have a Child rate ticket
You’ve travelled beyond the destination of your ticket
Your ticket is only valid with an alternative Train Operator
If you are asked to pay for a new ticket or an excess, but can’t pay on the spot, an authorised member of staff (Train Manager, Revenue Protection staff) may issue you with an Unpaid Fare Notice (UFN).
Useful Help & Advice contacts
Useful Help & Advice contacts
If you are struggling with debt, you may wish to seek free, independent support and advice. You can contact the following (and other) organisations:
Citizens Advice: www.citizensadvice.org.uk on 0800 144 8848
National Debtline: www.nationaldebtline.org on 0800 808 4000
StepChange Debt Charity: www.stepchange.org on 0800 138 1111
Calls to these numbers are free.
