The one thing you don't want is a criminal prosecution (though it is now a civil case), since on the face of it he is guilty of travelling without a ticket. So personally I think you should pay the £112 straight away, to stop that from happening, then use the email address in the letter to see if you can get GWR to refund some or all of it based on the circumstances. That said, I can't see a strong case for not paying a fare here, the hassle of getting refunds is of nothing compared to the hassle this can cause.
I think this is good advice in the circs.
It seems to me the OP was misled by whoever they spoke to on the phone at Customer Services (or that person misunderstood what the OP was trying to explain to them and then gave the wrong answer). This would be the basis on trying to obtain a partial refund of the Penalty Fare that the OP thought they were going to be able to Appeal but were awaiting a letter that would never have been issued in any case if I have this right.
If the fine was issued on board there must have been paperwork issued to the son (or at least offered to the son) which would have explained how to Appeal the Penalty Fare without any need to contact Customer Services - which is where the confusion seems to have arised.
An Appeal based on the OP's reason would not in my view have been accepted as a valid appeal in any case (as the reason given does not sound like a valid reason to appeal as would be laid down in the Penalty Fare regulations - sadly appeals 'to their better nature' as it were - are not considered to be valid appeals as far as I know).
OBv this is not the news the OP is looking for, and they have my sympathy over the situation.
Thank you for replying, but no, he said to my son he would get a letter in the post, he wasn't handed anything. The fact he's 17 and not an adult maybe?
This was with GWR
Thank you Lucy, in the past I've only ever got a partial refund so that was why I didn't buy a ticket before hand as they are delayed so often and it costs me money. I'm not sure I've noticed flexible tickets, I will take a look...but in this instance we wouldn't have needed another ticket that day.
The issue was online obviously stopped selling tickets once the original arrival time had gone by, caught us out.
I was half expecting to pay the reduced fee, but thought I'd appeal as it was an innocent mistake. But I haven't appealed as I received no details on the fine itself, only a final reminder letter ☹️
Also if you have only had partial refunds in the past when full refunds are due then for future ref this forum could help with that if it were needed. A full refund is due if you opt not to travel due to a delayed or cancelled train. If a train is delayed and you do still travel it is a delay-repay claim that is needed, not a refund. Only severe delays would result in a delay payment equivalent to the ticket’s full cost (apols if I’ve not explained that very well but hope it gives you an idea).
