Long Island Rail Road [LIRR] review: My 14-year-old experienced an issue with the 'mail and ride' phone app and was unfairly charged on the train

Dear Sir/Madam,

On the early morning of 10/19, my 14-year-old son encountered an unexpected issue with the 'Mail and Ride' phone app on the bayside 7:04 train. He explained that he is a freshman student who has been using the app since the beginning of October, used paper pass in September. Unfortunately, the ticket agent still charged him $17, which was meant to cover his breakfast and lunch expenses for the day. The printed receipt shows a timestamp of 7:15:16 AM, and my son had to rush to catch the next train at 7:19 at Woodside station.

This situation has been quite frustrating and upsetting for a 14-year-old freshman. Every morning, he has to wake up at 6 and hurry to school before 8, where every second is crucial. He simply doesn't have time to check if the phone app is functioning properly before boarding the train. I believe the ticket agent's conduct lacked professionalism and empathy, especially considering my son's consistent usage of the service since September. He is an honest and polite student attending Stuyvesant High School. I kindly request a reimbursement of the $17.

Thank you very much!