Bus firm defends officers after woman 'humiliated'

https://www.bbc.com/news/articles/cdrd36j2ervo

Version 0 of 1.

Piers Marlow said the officers had been employed to help crack down on ticket fraud

A bus firm has defended its use of revenue protection officers, after a passenger was challenged for not keeping hold of her ticket.

Tori Seager, from Norwich, said she paid for her paper ticket on the bus but did not take it from the onboard machine.

She said she felt "humiliated" when staff from First Bus approached her, telling her to either buy a new ticket or get off the bus.

The operator said: "Once you’re issued with the paper ticket, you must retain it for the duration of your journey."

Ms Seager, 44, said the bus driver refused to intervene and the officers refused to accept a timestamped transaction notification on her phone.

"I refused to pay again for a service I'd clearly already paid for," she said.

"I had heard nowhere about these rules or that these people were going to be getting on the bus and being very intimidating and not very lenient at all despite clear proof.

"It’s not about the money. It’s about being inclusive of everyone who comes to this city - whether you’re using the bus on a daily basis or visiting."

As a tutor of English as a second language, Ms Seager said she was concerned about her students who might be confused about the rule.

"When you've got these almost armour-wearing men getting on a bus and barking orders at you in a language you don’t understand, it can be very intimidating."

Ticket fraud

Revenue protection officers were introduced in both Norfolk and Suffolk in June to help crack down on fare dodging and support passengers and drivers.

The officers can fine passengers £50 if they do not produce a valid ticket or required identity pass.

Piers Marlow, managing director of First Bus in the East of England, said: "The unfortunate reality is ticket fraud does happen on our buses and we have introduced revenue protection officers to help with this issue."

Get in touch

Do you have a story suggestion for Norfolk?

Follow Norfolk news on BBC Sounds, Facebook, external, Instagram, external and X, external.