Gateline staff - Leeds station.

[anti-pacer]

On Friday evening, I passed through Leeds station on my way home from work, and holding a Metrocard that doesn't work in the barriers, I have to use the "assistance" barrier.

There was a massive queue to get through which initially I put down to being rush hour on a Friday, but soon noticed nobody was actually getting through.

The gateline guy was asking people to take their Metrocards out and insert them into the barriers, thus holding everyone up. This wasn't a minor hold up, it lasted several minutes, with the queue rapidly growing.

Two blokes even started fighting as they both tried to push past each other. It got that bad I decided to step in and try break it up, as did others.

There was a manager present who actually advised the gateline staff member to open the barriers as it was becoming, and I quote "a health and safety issue". Now, on this, you think he'd obey an order, especially under the circumstances. His response though was "No, they can wait, I don't care"!

Now, I don't for one minute disagree with ordinary ticket holders being told to use the barriers as they should do anyway, but Metrocard holders? No! My ticket certainly won't open the barrier.

I do however think that rush hour on a Friday evening was perhaps the most idiotic time to do this, and it clearly isn't part of a new policy from Northern, as yesterday I wasn't asked to try my Metrocard in the gates.

I am gobsmacked that in front of passengers, he could just dismiss our welfare like that, as well as an instruction from a manager!

Most Northern staff are perfectly fine, but this guy is a disgrace to them!

 

[yorksrob]

I notice that people prefer to flash their pass in front of the gate attendant rather than put it through the barrier.

In the rush hour you'll often see lots of people crowding around the manned gate while automatic barriers are much less busy or even free. I'm the same if I'm carrying loads of stuff.

 

[anti-pacer]

I notice that people prefer to flash their pass in front of the gate attendant rather than put it through the barrier.

In the rush hour you'll often see lots of people crowding around the manned gate while automatic barriers are much less busy or even free. I'm the same if I'm carrying loads of stuff.

Easy solution to that. Check the pass, THEN open the barrier, asking each one to wait in turn. Yes you get a queue, but a moving one.

For normal rail tickets, ask them politely to use the normal barriers and not to enter via the "Gating Assistance" line.

Also, Gateline staff have created a culture whereby people flash their passes as most of the time they don't even look. To prove this, I once flashed my Sainsbury's Reward Card and was let through. I then told the Gateline staff member afterwards, and then showed my Metrocard. He looked a tad embarrassed.

I am all for more stringent checks. That said, when a manager feels health and safety is being compromised, his staff member should follow his instructions!

 

[AndyHudds]

Hopefully when the smartcards are introduced for the Metrocard you'll be able to use them like a normal ticket just by touching the sensor. I have a bus only Metrocard and its due to be renewed from the 1st December and I've been told by 'Waste and Sustainability department' at work that it'll be a smartcard (I have a corporate Metrocard).

 

[yorkie]

O
There was a manager present who actually advised the gateline staff member to open the barriers as it was becoming, and I quote "a health and safety issue". Now, on this, you think he'd obey an order, especially under the circumstances. His response though was "No, they can wait, I don't care"!

Report the matter, either by email or in writing, or using their online contact form.

Details here: http://www.northernrail.org/northern/contact_us

I'm sure the sensible member of staff who issued the instruction would appreciate it.

 

[anti-pacer]

Report the matter, either by email or in writing, or using their online contact form.

Details here: http://www.northernrail.org/northern/contact_us

I'm sure the sensible member of staff who issued the instruction would appreciate it.

I reported it by a call to NR Customer Services, and my partner has sent an email.

 

[CalderRail]

The metrocard queue is dangerous enough at Bradford in rush hour, it must be positively lethal at Leeds.

 

[Chapeltom]

People using the wide gate with ordinary tickets that can work the barriers are seriously selfish. I've been at Manchester Oxford Road with a ticket that won't work the barriers and had to wait several minutes to get through because people can't be bothered using the ordinary gates. :-x

The issue in this case appears to be that a large amount of people are using tickets that won't work in the barriers, surely it defeats the point of automatic ticket barriers? I'd hope whoever is responsible for the Metrocard makes a version that actually works the ticket gates to stop issues like this.

 

[8A Rail]

I reported it by a call to NR Customer Services, and my partner has sent an email.

I would assume his line Manager would also have a "word" after the incident too but it may sound he dont care - if that is the case, he should leave the job immediately and seek employment in a non customer service role.

 

[HowardGWR]

People using the wide gate with ordinary tickets that can work the barriers are seriously selfish. I've been at Manchester Oxford Road with a ticket that won't work the barriers and had to wait several minutes to get through because people can't be bothered using the ordinary gates. :-x

The issue in this case appears to be that a large amount of people are using tickets that won't work in the barriers, surely it defeats the point of automatic ticket barriers? I'd hope whoever is responsible for the Metrocard makes a version that actually works the ticket gates to stop issues like this.

Yes, the OP mentioned that many in the queue had tickets that were supposed to work in the barrier gates. So it will take some doing to convince them that any new card works. I suppose if one was stuck in a queue with such a ticket, it would be considered a gamble to leave the queue and try the gate, because if it did not work, one would have to rejoin the queue at the rear.

 

[Tetchytyke]

The gateline staff had been getting dog's abuse all afternoon, hence why the manager was there. It's no wonder they're not quite full of joie de vivre with that going on.

That said, last night the barrier staff member was extremely rude to me after asking for assistance because my Leeds to Finsbury Park single was "not valid in this location". Tutting and demanding I "try the barrier first" isn't what you'd call good customer service, nor is tutting and grunting again when he'd discovered what I already knew. Perhaps they may get less abuse when the tickets they issue actually work in the barriers.

 

[Andrew Nelson]

Barriers at Leeds have always been a waste of time. They don't accept West Yorkshire Train Day Rovers, saying: "This Ticket is NOT Valid at this Station" Well if it's not valid at Leeds, where the chuff is it valid?

Never had a problem at Huddersfield, not that the barriers are used much.

On more than one occasion, I've got into Leeds early on a Sunday morning, and the Gate-line is shut, and unmanned. I've had to go to the Office to find somebody so I could get off the Station!!!!

 

[sheff1]

People using the wide gate with ordinary tickets that can work the barriers are seriously selfish. I've been at Manchester Oxford Road with a ticket that won't work the barriers and had to wait several minutes to get through because people can't be bothered using the ordinary gates. :-x

How do you know the 'ordinary' tickets can work the barriers? I regularly travel through locations with valid tickets which the barriers claim are not valid there.

As others have said, if station operators want people to use the barriers a good starting point would be to programme them to accept valid tickets.

 

[Starmill]

Can't remember the last time I tried to exit at Leeds and didn't get "Ticket not readable, Seek Assistance" or "Not valid for this leg of Journey" or something like that. Normally manage to get in though - and this is with perfectly ordinary magstriped tickets.

 

[sheff1]

That said, last night the barrier staff member was extremely rude to me after asking for assistance because my Leeds to Finsbury Park single was "not valid in this location". Tutting and demanding I "try the barrier first" isn't what you'd call good customer service, nor is tutting and grunting again when he'd discovered what I already knew.

I have had this on many occasions. Tutting and grunting at passengers when the fault lies with poorly programmed barriers is hardly likely to increase the respect people have for barrier attendants.

Respect is already low because of the attitude of some attendants who seem to believe that having your ticket rejected by the barrier means you are automatically a fare dodger who is trying it on.

 

[ash39]

This has reminded me of an absolute farcical experience I had at Leeds recently. I better start another thread as it's only loosely related..

 

[Andrew Nelson]

This has reminded me of an absolute farcical experience I had at Leeds recently. I better start another thread as it's only loosely related..

If so, can you link please?

 

[CalderRail]

The issue in this case appears to be that a large amount of people are using tickets that won't work in the barriers, surely it defeats the point of automatic ticket barriers? I'd hope whoever is responsible for the Metrocard makes a version that actually works the ticket gates to stop issues like this.

Correct. It's a West Yorkshire Metrocard.

The basic problem is that there's about 4 stations that have ticket barriers, so there's not been much pressure to replace the tickets with ones that can be read by the gates.

Of those 4, only Bradford and Leeds have them in regular operation, and the fact that most people use WYMetroCards at both of them leads to exceptionally dangerous crushes at peak times.

They should do away with the barriers & check tickets on the trains properly if it's that important to them.

 

[Starmill]

This evening saw the attendants keeping the gates closed and moving into the middle of each gateline, letting people through as and when.

What happened as a result? One lucky punter who's ticket works puts it through the wide gate and a stampede follows them through, with two inevitably getting stuck!

The hologram woman is also really annoying. But if we are having her can we please loose the repeating recorded announcement by the control room, and barely audible announcement about passengers with pushchairs and luggage using the lifts!
--- old post above --- --- new post below ---

Correct. It's a West Yorkshire Metrocard.
...

Hasn't the migration of Metrocards onto 'M-Card' smartcards already begun? Surely this will solve the problem long-term?

 

[CalderRail]

Hasn't the migration of Metrocards onto 'M-Card' smartcards already begun? Surely this will solve the problem long-term?

Maybe. But a lot of people buy them quarterly or yearly.

 

[ajdunlop]

I have an annual MetroCard. The man at the gate line tuted and was about to put it through the barrier. I pointed out that it wouldn't work (what with it not having a magnetic strip) and he said if I went to the ticket office they would give me one that worked. I'm unconvinced but is he correct?
I am looking forward to getting an MCard, the website says they will start replacing paper based ones later this year. Anyone know if they have started doing this yet?

 

[yorkie]

Leeds gateline rarely accepts valid tickets, nothing changes. It ticks all of the DfT's boxes, so they're happy, and there's no effective regulator or passenger watchdog who can see that the situation is farcical and do anything about it.

Sometimes a ticket will work the barrier, and when that happens I am rather surprised.

On more than one occasion, I've got into Leeds early on a Sunday morning, and the Gate-line is shut, and unmanned. I've had to go to the Office to find somebody so I could get off the Station!!!!

Gatelines must not be left in operation if unattended, they must leave at least some gates open. If that happens the matter should be reported.

Let us know what response you get, and if it's not good enough I suggest escalating it (I'm not sure if such a breach of Health & Safety should go to the ORR or DfT: anyone know?)

 

[Solent&Wessex]

I was waiting for a train at Huddersfield the other week, and unusually the barriers were in use. A busy train landed and about 90% of passengers immediately went to the wide gates, making no attempt to use the normal gates. The attendant was quite strict and insisted that anyone with a "normal" ticket, or Metrocard on RSP stock that *should* work the barriers, took them out of their wallets and used the normal gates. About 90% of the tickets then worked the normal gates without issue. If they had actually gone to the gates in the first place and not just expected to be waved through then they would have got out quicker and the resulting crush around one gate would have been avoided.

That said, Leeds is very different. I have had perfectly valid Advance tickets from Leeds to various places which haven't worked the gates their. And trying to find the gateline assistance is a nightmare as they are never at the designated places, normally just milling around somewhere towards the middle chatting to each other.

 

[johntea]

I have to admit on a morning I pop out for a coffee sometimes, from McDonalds as it is about £1 cheaper than any of the other coffee venues(!), and I usually just show my MetroCard to the staff so I know I can quickly get back in after getting my coffee!

'Reject Passback' needs sorting out. I understand why it is there to an extent but in my opinion the time out should be set to 1-2 minutes rather than the 10-15 it is currently set to!

The other evening / early morning we got back from York to find the gates unmanned however as we approached them they magically opened ...guessing the attendant was keeping warm in the control room beside the gates!

 

[Deerfold]

Gatelines must not be left in operation if unattended, they must leave at least some gates open. If that happens the matter should be reported.

Let us know what response you get, and if it's not good enough I suggest escalating it (I'm not sure if such a breach of Health & Safety should go to the ORR or DfT: anyone know?)

There seems to be some sort of sensor on the gates. A couple of times I've needed to get through the barriers (around midnight Sunday/Monday) and there's been no-one there but when I've walked up to the end barrier it's opened for me.
--- old post above --- --- new post below ---

'Reject Passback' needs sorting out. I understand why it is there to an extent but in my opinion the time out should be set to 1-2 minutes rather than the 10-15 it is currently set to!

I think this is a problem with the magnetic strip on the tickets - it works by knowing when the ticket last went through the gates, but it only puts the time to the nearest 15 minutes - and it needs to have changed (or possibly increased by 30 minutes?) before it'll let you back. So it can be set to "off", but not "1-2 minutes".

 

[johntea]

So it shouldn't be an issue when my M-Card becomes valid on Friday? (Me being me I already tapped it against the gates to be told it wasn't yet valid )

 

[ajdunlop]

So it shouldn't be an issue when my M-Card becomes valid on Friday? (Me being me I already tapped it against the gates to be told it wasn't yet valid )

Wow now... You have been issued an MCard? What type of ticket are you on?

 

[Deerfold]

So it shouldn't be an issue when my M-Card becomes valid on Friday? (Me being me I already tapped it against the gates to be told it wasn't yet valid )

Is that a corporate Metrocard?

 

[Wolfie]

Easy solution to that. Check the pass, THEN open the barrier, asking each one to wait in turn. Yes you get a queue, but a moving one.

For normal rail tickets, ask them politely to use the normal barriers and not to enter via the "Gating Assistance" line.
Also, Gateline staff have created a culture whereby people flash their passes as most of the time they don't even look. To prove this, I once flashed my Sainsbury's Reward Card and was let through. I then told the Gateline staff member afterwards, and then showed my Metrocard. He looked a tad embarrassed.

I am all for more stringent checks. That said, when a manager feels health and safety is being compromised, his staff member should follow his instructions!

my bold

It's not so simple and I object to that statement. I have travelled to/through Leeds numerous times with personally purchased and group advance tickets issued in London (different stations including Euston, Kings Cross and Charing Cross) and rarely if ever have the damn things opened the gates!

Telling me to go back to the gates is NOT helpful!

 

[PG]

Gatelines must not be left in operation if unattended, they must leave at least some gates open. If that happens the matter should be reported.

Let us know what response you get, and if it's not good enough I suggest escalating it (I'm not sure if such a breach of Health & Safety should go to the ORR or DfT: anyone know?)

There seems to be some sort of sensor on the gates. A couple of times I've needed to get through the barriers (around midnight Sunday/Monday) and there's been no-one there but when I've walked up to the end barrier it's opened for me.

I'd be curious to know what West Yorkshire Fire And Rescue Service and/or the Fire Brigades Union have to say about this practice as in the event of a fire that cuts the electrical supply to the gates how the heck is anyone getting out if they are unattended?
The sensor won't work and depending on the location of the fire staff might be unable to physically get to the barriers :-?