I've posted a new thread http://www.consumeractiongroup.co.uk/forum/showthread.php?468811-IRCAS-unfair-penalty-fare-contest regarding an unfair penalty fare, so was interested to read this. The "attitude test" seems IMO to be an excuse for staff to go on a power trip. On the occasion that I was personally threatened with arrest and treated like a criminal, the staff seemed to want to humiliate me. Can you recommend and advise the way that members of the public should speak to rail staff in order not to antagonise them? We are the paying customers, I speak to the staff the same way that I would speak to anyone who is supposed to be providing a service. When I am at work, I understand that if I am late with a deadline or make a mistake, people are going to be slightly annoyed. It isn't personal, it's annoyance at the situation. The thing to do is to put the problem right, and try to calm the situation. The imposing of a "penalty" fare is reason for someone to become flustered, indignant or whatever, and unless they let rip at you with a tide of abuse, or are physically threatening, they haven't shown an inappropriate attitude. I've had one staff member say "don't swear at me, Madam" like a schoolteacher when I muttered under my breath at a MACHINE which wasn't accepting my ticket. As I didn't require anything from him, wasn't interacting with him, I was able to politely but firmly tell him to mind his own business. He looked disappointed when my ticket finally worked. This "attitude test" is rubbish. You're all paid to do a job, the public aren't the enemy, they indirectly pay your wages and are trying to get to work or home. Of course they get upset when things go wrong, the point is, they're not being paid to be there, you are.

Hi CAGGERS, please could someone give some advice for a friend (really!). He was travelling from Clapton to Liverpool Street. Used his contactless card to tap in, which worked (this was later verified with his bank; the amount was allocated/ringfenced). Tried to tap out at Liverpool Street, and his card wouldn't work. It isn't in pristine condition, is a bit scratched, but generally works, worked on the tap in, worked on a bus afterwards. He tried every single exit point in that array (?) of platforms 1-8, but none would register his card. The staff told him he would have to pay a penalty fare. They would not accept payment for the £2.30 fare. My friend became indignant, not aggressive, and argued the point; he showed them the cash in his wallet (not in a "look at me I'm rich" way, he's a working class lad) and asked if they really thought he would try to bunk a £2.30 fare. They asked him to pay the penalty fare, he refused and said he would contest it. He was sent a demand for payment, with a fee, which went into his "spam" folder; he replied with the circumstances and the information from his bank, which supported his story. A paper letter (the first) has arrived by post today, dated a week ago, and they are now demanding £135. An observation: Since the East London Lines to Chingford and others have come under London Overground, they have become extremely aggressive with penalty fares; it was possible, before, to pay the fare retrospectively if you genuinely hadn't tried to evade. I was given a penalty fare when I tapped in but didn't notice that it bleeped twice (I only had 1.70 on my oyster), not only that but the officer was very aggressive with me (I'm a woman) and threatened to call the police and have me arrested when I protested, without being rude, insulting etc. They seem to have the bar for the "attitude test" set very low indeed, we are paying customers when it comes to it, and difficulties with payment cards and Oyster cards could be sorted out in a non-punitive way. please could we have some advice on how to appeal the penalty fare and fees? Should he go to court, as he did tap in, and tried to tap out, several times, as witnessed by staff and caught on camera?