Review Time
One star is generous. This is a company that generates significant profit from scamming its passengers. Their behaviour is shameless and beyond disgusting. Avoid at all costs.
**Subject: Formal Complaint Regarding Penalty Fare Issued at Stansted Airport**
To Whom It May Concern,
I am writing to formally complain about the penalty fare that was issued to me during my recent journey with **Greater Anglia**.
As a student, this was my first time travelling from **London Liverpool Street station** to **Stansted Airport railway station**. I was unfamiliar with the ticketing system and believed that tapping my bank card before boarding and then taking a seat on the train was the correct procedure.
Upon arrival at Stansted Airport (the final station), I explained politely to the female inspector that I had no knowledge of the ticket-purchasing requirement and that I was travelling for the first time. Despite this, I was issued a charge of **£71 GBP**.
Penalty Fare Details:
PF Number: **GA20230088**
Inspector ID: **GA1536**
I felt very upset and distressed by the situation. There was no clear guidance provided to me beforehand, and I did not hear any announcement explaining that a separate ticket must be purchased prior to boarding. As a new passenger and a student unfamiliar with the system, I believe more visible instructions or staff guidance should be provided before passengers board the train.
This experience has left me feeling that the charge was unfair and excessive for a genuine mistake. I respectfully request a review of this penalty fare and ask the company to reconsider or cancel the charge as a gesture of goodwill.
Additionally, I strongly recommend that clearer instructions be communicated to passengers before boarding to prevent similar incidents in the future.
I look forward to your response and a fair resolution to this matter.
I booked my travel from Norfolk to London, informed on the Greater Anglia app that seat reservations were included and, indeed, mandatory.
However, I received no reservations and emailed them to be told they do not offer reserved seats on any train and the app is wrong.
I like to know I have a seat when I travel so this is not acceptable so will be driving to London in future
I got trap with the notorious trap of the penalty fare scam from this company. I tapped in by contactless Liverpool Street. I even asked one of the staff is this the correct way to Stansted airport. Then rushed in a hurry to the train. Only one staff in Liverpool street then suddenly 10 staff beside the gate threating for penalties and no giving way to the airport. Most tourists do not have any choice at all as they have flight to catch no matter they just unfamiliar. The staff is not even listening but showing picture of sign to justify you are at fault. They could have just put the same amount of people in train station to remind people for that but they choose not to. This is ridiculous.
Been using this line from Norwich to Liverpool Street, weekly, for 7 years and in the past 8 months the service has become utterly unreliable, almost unusable for anyone pursuing punctuality. Line problems, train issues, no meaningful updates for passengers and all for open return price of £114 for the privilege!!! It’s daylight robbery and then they have the temerity to strike over pay?!!!! Shameful. Sort it out Martin Beable, Managing Director of GA, this message is directed at you personally.
Absolutely disgraceful experience with Greater Anglia / Stansted Express. I travelled from Liverpool Street to Stansted Airport and tapped my phone like I normally do on UK trains, not realising that contactless tapping isn’t valid for Stansted Airport. The worst part? The barriers literally opened when I tapped, so obviously I believed it was accepted — then at the exit gate they hit me with a penalty fare, even though I offered to pay the correct ticket on the spot.The staff were rude, cold and completely unwilling to listen — it honestly felt like they were there to catch people out, not help passengers. And I wasn’t the only one: there were multiple tourists around me making the exact same mistake and also being fined. This genuinely feels like a deliberate tourist trap.Shocking service and a terrible experience.
I booked my travel from Norfolk to London, informed on the Greater Anglia app that seat reservations were included and, indeed, mandatory.However, I received no reservations and emailed them to be told they do not offer reserved seats on any train and the app is wrong.I like to know I have a seat when I travel so this is not acceptable so will be driving to London in future
Went to buy a flexi season for my new job tomorrow. The only delivery option is for using on a SmartCard. I don't need a smart card, I've got a phone and you used to be able to have a flexi season ticket as an e-ticket direct off your phone. I don't want another physical card. Plus I can't actually buy a flexi season to use tomorrow because I now have to wait for a physical card to arrive. What a huge backward step.Even with a season ticket, prices are a rip off. Compare the cost with travelling the same distance into London from the neighborouring train operator - it's nearly half the price there and a better service.
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Greater Anglia is a train operating company in Great Britain owned as a joint venture by Abellio, the international arm of the state-owned Dutch national rail operator Nederlandse Spoorwegen, and the Japanese company Mitsui.
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