Here is just one example of this concerning phenomenon of staff refusing to allow passengers to travel, when passengers are complying with instructions given by railway staff. https://www.cornwalllive.com/news/uk-world-news/pensioners-thrown-train-160-miles-3297596 Another key extract from the article is that they were advised by staff to travel on an LNER service, however the Guard still would not accept that they should be on an LNER train: During disruption, if a member of railway staff advises a customer to board (or assists a customer in boarding) an alternative train, then that customer's ticket is valid on that train. This applies even if, under normal circumstances, without any disruption the ticket would not be valid on that train. If a Guard believes that a member of railway staff has acted incorrectly in directing any passenger(s) to their train, then that is an internal rail industry matter; it is not a concern for customers and customers must not be charged. I am aware of a recent incident in which a TPE Guard refused to allow passengers to travel on their train on the basis that another member of staff - in their opinion - should not have directed them onto their train. An LNER spokesperson said: I can only reiterate to companies such as TPE, LNER and others who are guilty of wrongdoing, that the tickets legally valid if a member of staff directs a customer onto a train. If staff believe ticket acceptance is not in place and that other staff have acted incorrectly then this must be dealt with internally. It must NOT be dealt with by mistreating customers, by either charging them, chucking them off or any other method of mistreatment. I would like all TOCs to issue memos to their staff reminding them of this, and I'd like to see Transport Focus and other organisations following this through to ensure this is done. Sadly I do NOT have faith in LNER that the appropriate disciplinary procedures will be carried out, given their track record of NOT dealing with instances of incorrect actions by their Guards in other areas (which are well documented here, so I won't go into them again); I find this totally unacceptable. The vast majority of staff who check tickets do a great job and would never behave like this. So why do employers allow the small minority to bring the entire industry into disrepute like this? It's madness. LNER need to get a grip on the behaviour of a minority of their staff, as do other operators whose staff are found to be guilty of this, such as TPE.