A bus company has defended its use of revenue protection officers after it was challenged for failing to keep a passenger’s ticket.

Tori Seager of Norwich said she paid for her paper ticket on the bus but did not pick it up from the machine.

He said he felt “humiliated” when First Bus staff approached him and told him to either buy a new ticket or get off the bus.

“Once you are issued the paper ticket, you must keep it for the duration of your trip,” the operator said.

Ms. Seager, 44, said the bus driver refused to intervene and the officers refused to acknowledge the time-stamped transaction notification on her phone.

“I refused to pay again for a service that I had clearly paid for,” he said.

“I had never heard of these rules anywhere or that these people would get on the bus, be very intimidating and not at all tolerant despite clear evidence.

“It’s not about money. It’s about covering everyone who comes to this city, whether you’re using the bus on a daily basis or you’re visiting.”

As an English as a second language teacher, Ms. Seager said she was concerned that her students might be confused about the rule.

“It can be very scary to have these men wearing almost armor getting on the bus and barking orders at you in a language you don’t understand.”

revenue protection officers Introduced in both Norfolk and Suffolk in June to help prevent fare evasion and support passengers and drivers.

Authorities can fine passengers £50 if they fail to present a valid ticket or the required ID card.

Piers Marlow, managing director of First Bus in the east of England, said: “The unfortunate truth is that ticket fraud occurs on our buses and we have introduced revenue protection officers to help with this problem.”