I disagree on this point, unless the customer boarded an incorrect service due to it being incorrectly advertised or incorrectly advised, which if it were the case I would have expected the OP to have mentioned it by now. The railway cannot be held liable for a customer's own mistake. It would also be difficult to prove in most cases. That I agree with. If all were as stated, the customer should not have been charged the extra fare. This again brings back to the points repeatedly made on the forum before that a verbal authorisation really should be accompanied by an endorsement on the ticket at all times. It isn't satisfactory to leave a customer in a "he said", "she said" quandary. I disagree along the same reasons stated before.