Bus Company Defends Officers Following Passenger’s “Humiliation” Claim Over Ticket Policy

A bus company has defended its deployment of revenue protection officers following an incident where a passenger was confronted for not retaining her ticket. Tori Seager, a resident of Norwich, stated that she purchased a paper ticket on the bus but did not retrieve it from the machine located on board. Ms. Seager reported feeling “humiliated” when personnel from First Bus confronted her, instructing her to either purchase another ticket or disembark the vehicle. The bus operator commented: “Once you’re issued with the paper ticket, you must retain it for the duration of your journey.” Ms. Seager, aged 44, indicated that the bus driver declined to intervene, and the officers would not accept a timestamped transaction notification displayed on her mobile phone. She stated, “I refused to pay again for a service I’d clearly already paid for.” Ms. Seager added, “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.” She further remarked, “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 an English as a second language tutor, Ms. Seager expressed apprehension regarding her students who might find the rule confusing. She commented, “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.” Revenue protection officers were implemented in Norfolk and Suffolk starting in June, with the aim of combating fare evasion and assisting both passengers and drivers. These officers possess the authority to issue a £50 fine to passengers who fail to present a valid ticket or a necessary identity pass. Piers Marlow, who serves as the managing director for First Bus in the East of England, stated: “The unfortunate reality is ticket fraud does happen on our buses and we have introduced revenue protection officers to help with this issue.”