My train journey really went off the rails after losing my wallet abroad

http://www.theguardian.com/money/2015/jan/05/rail-ticket-train-lost-student-railcard-policy

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Following the complaint you published about difficulties getting a replacement for a lost rail season ticket, I have also experienced unreasonable issues with train companies.

While on holiday in Poland I lost my wallet. I had booked advance return train tickets from Cardiff to Stansted Airport discounted through my 16–25 student Railcard. On the return journey on First Great Western, the conductor asked to see my Railcard. I explained that I had lost my wallet abroad (containing the Railcard) although I had the actual ticket on me.

The conductor was understanding but my companion still had to buy me another ticket, at my original discounted price, to the tune of £27.50.

At Cardiff I put my ticket into the machine and was directed for inspection (presumably because there were Railcard conditions attached to it). I was questioned in the middle of the station by a transport official. Then another investigator, using his phone, checked that I had a valid 16-25 Railcard. They confirmed they thought my story was genuine and that I would receive a letter asking me to explain, with documentation showing the re-application for any lost cards and also evidence of cancellation of my bank card.

I was reassured that, as long as all these details were sent with a covering letter, the problem would be resolved. I did so, only to receive a letter telling me I would now be summoned to a magistrates’ court to explain the issue and escalate the matter further.

I find it baffling that after getting assurances from staff that I was doing the correct thing, I am now being dragged through the courts, even after the purchase of an additional ticket. AT, Cardiff

We receive a lot of letters about problems relating to lost or stolen Railcards. From the train operators’, if not from the customers’, point of view, the rules are crystal clear and the same across the entire rail network. Under the terms and conditions of the Railcard and National Rail conditions of carriage, a ticket must be accompanied by a valid Railcard if the card was used to obtain a discount.

Until you have a valid replacement Railcard, you have to pay the full fare – which is not refundable.

In practice, ticket inspectors do have some discretion for leniency, but a spokesman for First Great Western insisted that no member of its staff would have allowed a discounted ticket to be purchased without a Railcard. You insist that is what happened and that you were later able to produce proof of purchase via a print-out from your friend’s bank account.

But it turned out that the transaction was for the full adult fare of £55.40, not the discounted fare of £27.50 you had been promised. Cardiff station is not run by FGW but by Arriva Trains Wales – which took up the reins of the threatened prosecution – and the fact that your friend ended up paying a full fare, anyway, makes it bizarre that it decided to throw the legal book at you.

After you provided the evidence demanded by the rail inspector, you received a further letter from ATW confirming it thought this case worth pursuing and giving you 14 days to comment until you were given a date at court. But then you were suddenly told that the case had been dropped. Arriva Trains Wales would only say: “We can confirm that this case has been closed and we will not be pursuing it any further. We are unable to comment further …”

We believe you should have received a written apology for two months’ of letter writing and the stress caused by an impending court case.

If you originally bought a Railcard online, log in and follow the instructions on screen. You can only apply for a replacement Railcard seven or more days after the date of the original purchase. You will have to pay a £10 admin fee if it was lost or damaged, and only one replacement may be issued in a 12-month period. If you bought it elsewhere, provided you can produce the “receipt” portion of your application form, you can apply for a lost or damaged Railcard to be replaced at any staffed station ticket office.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number