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Penalty Fares Policy

We are committed to ensuring all journeys are paid for

About our Penalty Fares

Passengers make 170 million journeys with us each year and we lose a lot of money when a small minority travel without paying. This is also very unfair on the honest, paying majority. We are committed to ensuring all journeys are paid for. All passengers must have a valid ticket for their journey. 

Travelling without a ticket

If you travel on a train without a ticket, you will be liable to pay the full single fare or full return fare or, if appropriate, a penalty fare for your journey.
 
Examples of when a penalty fare may be charged, if a passenger:
  • travels without a valid ticket
  • cannot produce an appropriate railcard on a discounted ticket
  • travels in first class accommodation with a standard ticket
  • is aged 16 or over, travelling on a child-rate ticket
  • travels beyond their ticket destination
The penalty is £20 or twice the full single fare from the station where the passenger got on the train to the next station at which the train stops, whichever is the greater.

Penalty Fares overcharging 

We’ve discovered an administrative error that resulted in some passengers issued with a penalty fare being overcharged. 

This error only affected a small proportion of the penalty fares we issued between April 2018 and July 2019. The fares were issued for the correct reason - to passengers travelling without a valid ticket - but the amount charged was incorrect.

This error followed changes to penalty fares legislation in April 2018, and an error was made in the guidance issued to train operating companies on how these fares should be calculated.
We’ve written to affected passengers with the appropriate refund due to them.

If you haven’t been contacted and believe you were affected, please contact us using our online Contact Us form, or call us on 0345 322 7021.

Electronic Penalty Fare Notices (EPFN)

Southeastern has introduced a new Electronic Penalty Fare Notice (EPFN) across our network.
 
Previously we issued paper penalty fare notices to those travelling without a valid ticket, but the EPFN system eliminates the need for revenue support officers to create hand-written notices.
Contact us for more information. 

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