A train operator issued me a penalty fare, and I believe it's unfair. What steps should I take to challenge this, and where can I find information about my rights regarding penalty fares and the appeals process? Additionally, what is the ORR's stance on the transparency of online ticket fees?
Navigate to the rail-reg.gov.uk website. Locate the section or page related to 'Tickets and fares' or 'Penalty fares'. Identify information regarding the process for challenging a penalty fare and consumer rights related to them. Locate the section or page related to 'Consumer law', 'Online ticket retailers', or 'Fees'. Identify the ORR's research, findings, or stance on the transparency of online rail ticket fees. Synthesize the gathered information to answer both questions.
Explain that some fares are regulated by the government, while others are set by train operators. State that the ORR monitors and enforces consumer-facing conditions, including those related to penalty fares. Mention that the ORR conducts research and provides findings on the transparency of online rail ticket fees. Provide a concise summary of the steps a user should take to challenge a penalty fare, based on the information found (e.g., referring to the train operator's complaints handling procedure or the Rail Ombudsman if applicable). Explain the ORR's findings or stance on online ticket fee transparency.