I got charged an excess on my fare on a journey back from London yesterday. I was coming back with my son after he had had an appointment with a consultant who was able to tell him that his medical condition, although serious, wasn't life-threatening. We had booked tickets at the last minute because of the appointment, so paid an arm and a leg. I was waiting for my Senior Railcard, ordered before all this, to arrive in the post. I showed the Ticket Inspector the printed email that said my card was on the way but having read it she said that it stated that I must have my card with me, so she insisted on charging me £35. Apparently when my card arrives I can claim it back by going on the LNER website. There was no point in arguing with her although we must have been quite a sight - two exhausted people, one elderly and dishevelled and the other relieved but sitting in a heap. It was one of those situations where you think afterwards what you should have said - something like 'Well, you can go home tonight knowing that you have done your job but you have shown no flexibility in dealing with passengers obviously needing some compassion'.