The following clauses contain examples of some common problems that can occur when a customer is collecting ToD tickets from a Self-Service Ticket Vending Machine (SSTVM) and processes for managing them. Local instructions may be issued by some Train Operators which vary or replace some of these processes, in particular in Penalty Fare areas.
1. The customer has no CTR reference or documentation for ToD collection.
a)If a customer has no CTR reference or is unable to provide any documentary evidence to support a claim for a ToD collection then the customer should be told that that they must purchase a new ticket or to contact the seller with whom they made the booking to resolve the problem.
2. SSTVM is working but the customer is unable to recall the booking.
a)Ask the customer for the CTR reference and the payment card used for the purchase and recall the booking (where the customer is unable to present the same card request the purchase of a new ticket).
or
If the ToD seller has set the CTR reference to permit collection using any payment card (Flag 3) then recall the booking with a different payment card (where no payment card is presented but the seller has set the collection to ‘any card’ collection (Flag 3) then subject to photographic identity confirming the name of the customer (e.g. driving licence or similar id as determined by the issuing office owning TOC) the tickets may be issued.)
b)If there is more than one journey booked under a single reference select the ticket/tickets to be issued.
c)Issue the selected tickets.
d)Ask the customer to sign the printed receipt and retain with the shift balance.
3. The Customer has no supporting documentation but does have a CTR reference.
a)Ask the customer for the CTR reference and the payment card used for the purchase and recall the booking (where the customer cannot present the same card request the purchase of a new ticket unless local instructions apply).
or
If the ToD seller has set the CTR reference to permit collection using any payment card (Flag 3) then recall the booking with a different payment card (where no payment card is presented but the seller has set the collection to ‘any card’ collection (Flag 3) then subject to photographic identity confirming the name of the customer (e.g. driving licence or similar id as determined by the issuing office owning TOC) the tickets may be issued).
b)If there is more than one journey booked under a single reference select the ticket/tickets to be issued.
c)Issue the selected tickets.
d)Ask the customer to sign the printed receipt and retain.
4. The customer is trying to collect at a location that is not a ToD issuing location.
a)Ask the customer for evidence (such as the confirmation email they received from their ToD seller) to ascertain whether they were informed that they could collect their ToD at this location.
b)Issue the ticket as in 2 and 3 above, if possible (subject to local instructions).
or
c)Notify the customer of ToD issuing locations where collection can be made.
or
d)If travelling immediately sell the customer a new ticket and advise them to contact their ToD seller about a refund for the uncollected ToD.
5. Some, but not all tickets are printed/part printed.
Duplicate tickets can only be issued if a ToD CTR reference number can be supplied and the CTR successfully recalled for ticketing. Any part printed tickets must be handed over by the customer.
If there is a print failure during ticket printing at the SSTVM, a message will appear on the screen advising the customer to collect their tickets from the Ticket Office.
a)Collect from the customer all the tickets that were printed.
b)If possible, recall the CTR and check the status of the ToD booking using a TIS.
c)If the CTR cannot be recalled by the ticket office TIS, station staff should use the Live Sales Management (LSM) Console to review the status of the ToD booking.
d)If the LSM Console displays the status of the CTR as set to ‘P’ (print failure) the users of some TIS may be able to over-ride this status and re-issue the full set of tickets.
e) If the LSM Console reports the status as ‘Locked’ then;
(a) Users authorised to unlock CTRs should request an ‘Unlock’ using the LSM console.
(b) Users not authorised to unlock CTRs should call the LSM helpdesk. Requests to unlock CTRs will be managed by Smart421’s technical support team. The service is available seven days a week between the hours of 08:00 and 18:00 and can be contacted on 0845 120 5499.
When calling the LSM Helpdesk, station staff must have the following information available in order to proceed.
1. Name
2. Location (Station).
3. Answer to a secret question which has been defined by the TOC.
Unlocking should allow the ToD to be recalled and the tickets issued.
f)Ask the customer to complete Parts 1 & 2 of a ToD Duplicate Tickets Record Form.
g)If possible, check how many tickets were printed, using the SSTVM Supervisor Terminal. Keep evidence of this and submit with the operator’s balance sheet at the end of the shift.
h)If there is more than one journey booked under a single CTR, then the operator must select the ticket/tickets to be issued.
i)Complete Part 3 of the ToD Duplicate Tickets record Form with the details of the tickets issued.
j)Ask the customer to sign the ToD Duplicate Tickets Record Form in Part 4.
k)Provide the authorisation in Part 5.
l)Give the complete set of new tickets to the customer.
m)Mark the part printed tickets as cancelled and attach to the ToD Duplicate Tickets Record form.
n)Retain the ToD Duplicate Tickets Record Form at the TOC central accounting point.
6. No tickets are printed.
Example 1
If there is a print failure before printing of the first ticket at the SSTVM, a message will appear on the screen advising the customer to collect their tickets from the Ticket Office.
Duplicate tickets can only be issued if a ToD CTR reference number can be supplied and the CTR successfully recalled for ticketing.
a) If possible, recall the CTR and check the status of the ToD booking using a TIS.
b) If the CTR cannot be recalled by the ticket office TIS station staff should use the Live Sales Management (LSM) Console to review the status of the ToD booking
c) If the LSM Console displays the status of the CTR as set to ‘P’ (print failure) the users of some TIS may be able to over-ride this status and re-issue the full set of tickets.
d) If the LSM Console reports the status as ‘Locked’ then;
(i) Users authoried to unlock CTRs should request an ‘Unlock’ using the LSM console.
(ii) Users not authorised to unlock CTRs should call the LSM helpdesk. Requests to unlock CTRs will be managed by Smart421’s technical support team. The service is available seven days a week between the hours of 08:00 and 18:00 and can be contacted on 0845 120 5499;
When calling the LSM Helpdesk, station staff must have the following information available in order to proceed.
1. Name
2. Location (Station).
3. Answer to a secret question which has been defined by the TOC.
e)Ask the customer to complete Parts 1 & 2 of a ToD Duplicate Tickets Record Form.
f)If possible, check how many tickets were printed, using the SSTVM Supervisor Terminal. Keep evidence of this and submit with the operator’s balance sheet at the end of the shift.
g)If there is more than one journey booked under a single CTR, then the operator must select the ticket/tickets to be issued.
h)Complete Part 3 of the ToD Replacement Tickets Record Form with the details of the tickets issued.
i)Ask the customer to sign the ToD Duplicate Tickets Record Form in Part 4.
j)Provide the authorisation in Part 5.
k)Mark the part printed tickets as cancelled and attach to the ToD Duplicate Tickets Record form.
l)Retain the ToD Duplicate Tickets Record Form at the TOC central accounting point.
Example 2
When a customer alleges that no tickets have been printed, however there is no evidence of SSTVM malfunction.
a) If possible, recall the CTR and check the status of the ToD booking using a TIS.
b) If the CTR cannot be recalled by the ticket office TIS station staff should use the Live Sales Management (LSM) Console to review the status of the ToD booking
c) If the LSM Console displays the status of the CTR as set to ‘P’ (print failure) the users of some TIS may be able to over-ride this status and re-issue the full set of tickets.
d) If the LSM Console reports the status as ‘Locked’ then;
(a) Users authoried to unlock CTRs should request an ‘Unlock’ using the LSM console.
(b) Users not authorised to unlock CTRs should call the LSM helpdesk. Requests to unlock CTRs will be managed by Smart421’s technical support team. The service is available seven days a week between the hours of 08:00 and 18:00 and can be contacted on 0845 120 5499.
When calling the LSM Helpdesk, station staff must have the following information available in order to proceed.
1. Name
2. Location (Station).
3. Answer to a secret question which has been defined by the TOC.
e) Using the LSM Console, check the status of the CTR is ‘fully issued’ then check the issuing location.
f) If the issuing location is a SSTVM at the same location as the ticket office then local instructions for ticketing the passenger must apply. Customers should not be referred back to the ToD seller where the LSM Console or LSM Help Desk is able to confirm that the complete issue of all the tickets has taken place at a SSTVM at the calling location.
7. SSTVM and ticket office machines are unable to recall a ToD booking
This process will enable the customer to travel without being asked to pay again because of a system failure and will protect against any possible financial loss if the fault is due to the seller.
Replacement tickets can only be issued if a ToD CTR reference number can be supplied and the customer's journey details can be verified.
a) Request from the customer proof of purchase i.e. a receipt from the seller including CTR reference number.
b) Where no proof exists, request the purchase of a new ticket. Subject to local instructions the customer may be allowed to travel and collect their ToD tickets at the first opportunity. For issuing locations in Penalty Fare areas local instructions may replace the above processes.
c) If possible, recall the CTR and check the status of the ToD booking using a TIS.
d) If the CTR cannot be recalled by the ticket office TIS, station staff should use the Live Sales Management (LSM) Console to review the status of the ToD booking to ensure it has not already been issued.
(e) If the ToD booking has a status of already being issued, the customer must either;
(i) Buy a new ticket or
(ii) Seek assistance from the TOC customer service department.
(f) If the ToD booking has a status of not already being issued and is available for collection, then ask the customer to fill in Parts 1 and 2 of a Replacement Tickets Record Form.
g) Issue equivalent replacement tickets.
h) Complete Part 3 of the ToD Replacement Tickets Record Form with the details of the tickets issued.
i) Ask the customer to sign the declaration in Part 4.
j) Provide the authorisation in Part 5.
k) The customer may then be given the tickets and must be informed that any seat reservations previously made cannot be recalled owing to the system failure. It must be explained that compensation can be claimed through the Passenger’s Charter if the customer is unable to find any seats upon the train.
l) If the problem is due to incorrect placement of the CTR this will result in the seller bearing the full cost of the replacement tickets.
m) If the problem is due to due to a fault with the issuing TIS or connection to the CTR database, then the issuer is liable for the cost of the replacement tickets. The retailer may retrospectively seek recompense for the replacement tickets issued for which they have been charged.
