I am very disappointed today I put my daughter on the train station today she had bought a valid ticket to travel from Newcastle to London kings cross. Her train was on platform 3 which was supposed to leave at 1.15 pm. She saw the train come in just after 1pm she asked a member of staff if this was the train to London which they replied yes. She got on train in which train had pulled away . During her travel the ticket master had come around stamped her ticket then told her she had got on the wrong train it was the one after she supposed to get on however both train s were going to same destination. She said to the ticket master should I get off and catch the other train which was a few mins behind this one in which he replied no you have to pay for new ticket of £ 86 my daughter who is 19 years old and is a student replied I don't think I have enough money on her card as the money she did have on was her food money to last her for a couple weeks at uni. The conductor took her card and deducted her £ 86 from her card and left her penniless. She didn't have enough money for her transport from her train to her home in Hastings. I am absolutely shocked and disappointed that your staff would treat a young girl who actually had a valid ticket but had got on the wrong train by a few minutes to be treat in a disgusting way. I would like this resolved immediately before my family takes further action on this disgusting customer care.

Very, very, very disappointed. If I could only get my money back. Live and learn I guess. Bad experience.