A Buxton grandfather has vowed never to travel on a train again after he was refused a child’s ticket for his 11-year-old granddaughter.
Robert Nicol said he was left angry and his grandaughter, Nicole Pennington, was embarrassed when he was sold two adult tickets for travel from Buxton to Manchester.
He said: “I am absolutely furious with them. I was treated like a liar not a customer and I am so angry with them for not believing me. It ruined our day.” This happened on Wednesday, October 26 and the secretary for the Buxton branch of the Royal British Legion was told Nicole needed to provide a passport as proof of age.
She had her I Go travel card with her which she uses to get free bus journeys to and from school in Manchester and features her photograph and date of birth.
Robert said: “She is tall but she is only 11. Why was my word not good enough?
“I feel that northern rail fell very short of the service expected, it is not even the money it is the fact they made an 11 year old girl feel self-conscious.
“Nicole was so embarrassed and no child should be made to feel like that because of poor customer service.”
He added: “I will never travel on northern rail again after this.”
A Northern spokesperson said: “We would like to apologise to Mr Nicol and his granddaughter for the less than satisfactory experience they had travelling with us last week. We will look to re-brief our people on the importance of using discretion in situations such as these.”