To be honest, intransigence is a bit of a national trail but especially so in public service. Changing one's mind is taken as a sign of weakness. There is no need to make a big PR mess out of a 5 euro error. If this person was seriously trying to fare dodge she would not have bought a ticket at all or would have just bought a ticket to the next station.
There were several ways in which Irish Rail failed this customer and they have lost her (and probably several members of her family) for ever as a willing customer. A successful competitive business learns from their failures, makes it right and implements changes to stop it happening again. Irish Rail is not a successful competitive business.
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