Elizabeth line barrier staff

[Chris217]

Been having problems getting through the ticket barriers at Liverpool Street station with my All Line Rover.
Barrier staff claiming my ticket was not valid.
I explained to them I travelled on the Elizabeth line and not LUL.
I showed them the rail rover guide for my ticket where it clearly states it is valid.
I suggested to the ticket barrier staff that the barriers hadn't been programmed for ticket acceptance for rovers.
Then again it was a London Underground staff that were try to deal with me.
She still went on to say if the barriers don't accept it,then it mustn't be valid.!
She ended up taking a photo of it for revenue protection She said!
Another occurance was I was told to use the Elizabeth line exits and not the LU exits even though exit/entry signs direct you through both barriers.!

 

[dk1]

I thought I’d experience problems getting through underground ticket gates with my BR pass but not once since the Elizabeth Line started have I encountered an issue. Just get waved through.

 

[greyman42]

Been having problems getting through the ticket barriers at Liverpool Street station with my All Liner Rover.
Barrier staff claiming my ticket was not valid.

So what were the staff suggesting the next course of action should be?

 

[Chris217]

So what were the staff suggesting the next course of action should be?

The next course of action was for her to take a photograph of my ticket and then let me through (eventually) but she questioned my ticket because she hadn't seen one before.
Saying if the machine says no,its not valid for travel (when it is.)
When I was in Edinburgh last week,they waved me through every time as their barrier don't recognise rovers either so I was told.

 

[Mojo]

So what were the staff suggesting the next course of action should be?

l would suggest the OP makes a complaint to TfL Customer Service at the following link: https://tfl.gov.uk/help-and-contact/contact-us-about-tube-and-rail-staff

All entrances to Liverpool Street XR station are managed by London Underground, as either Liverpool St (in the case of the entrance on the Mainline concourse) or Moorgate LU stations, so select London Underground as the mode rather than Elizabeth line to ensure it goes to the right place.

 

[Watershed]

Another occurance was I was told to use the Elizabeth line exits and not the LU exits even though exit/entry signs direct you through both barriers.!

I've heard this nonsense before at Liverpool Street - been denied entrance at some of the entrances for being "for the London Underground" despite them all leading to a common paid area. Complained to TfL but obviously it's a waste of time as people with that kind of attitude aren't going to be interested even in the unlikely event a brief went out.

 

[freerk]

I once had a member of staff telling me that my Interrail pass isn’t valid because “all national rail tickets need to be printed”. Luckily there was another guy who corrected him. This was at Tottenham court road. Never had any issues at other lizzy stations.

 

[Chris217]

l would suggest the OP makes a complaint to TfL Customer Service at the following link: https://tfl.gov.uk/help-and-contact/contact-us-about-tube-and-rail-staff

All entrances to Liverpool Street XR station are managed by London Underground, as either Liverpool St (in the case of the entrance on the Mainline concourse) or Moorgate LU stations, so select London Underground as the mode rather than Elizabeth line to ensure it goes to the right

== Doublepost prevention - post automatically merged: 13 Oct 2024 ==

I had no need to use or pay extra for LU services as I was commuting to and from Farringdon and Hayes & Harlington using an all line rover.

 

[greyman42]

She ended up taking a photo of it for revenue protection She said!

Did she take any details such as name and address?

 

[Chris217]

Did she take any details such as name and address?

No.
But she wanted to see my railcard.

Tbh,she was far too busy chatting to her colleague to be fussed about opening a barrier for me to pass through saying put your ticket in the machine and the gate will open!
Apparently not though!
So the way I see it,she was just being awkward with me.
She took so long I had time to get up the rover guide up on my phone to show her.
Her excuse was I haven't seen this ticket before.
Obviously not BR ticket trained.
Not helped by barriers not being programmed for rover ticket acceptance too.

 

[Sonic1234]

Complained to TfL but obviously it's a waste of time as people with that kind of attitude aren't going to be interested even in the unlikely event a brief went out.

This attitude is common among TfL gate staff. Even if the training and briefs are first class (which I'm pretty sure they're not), the staff aren't interested or motivated. Some just seem to want a job where they can sit/stand around and play with their phone.

There must be something in the TfL training that says the gates are infallable. There's demotivated and lazy gate staff on National Rail, but the attitude there is orange paper = good, and an expectation that tickets won't work the gates. On TfL it's if the gate says no, it's invalid. They get away with it because "everyone uses contactless".

 

[sheff1]

This attitude is common among TfL gate staff. Even if the training and briefs are first class (which I'm pretty sure they're not), the staff aren't interested or motivated. Some just seem to want a job where they can sit/stand around and play with their phone.

There must be something in the TfL training that says the gates are infallable. There's demotivated and lazy gate staff on National Rail, but the attitude there is orange paper = good, and an expectation that tickets won't work the gates. On TfL it's if the gate says no, it's invalid. They get away with it because "everyone uses contactless".

Not all National Rail staff in London take that view. Only recently when my orange ticket was rejected by the barriers at St Pancras Thameslink, two gate staff and a 'manager' all insisted the ticket wasn't valid because the barrier said so.

 

[MallardLP]

l would suggest the OP makes a complaint to TfL Customer Service at the following link: https://tfl.gov.uk/help-and-contact/contact-us-about-tube-and-rail-staff

All entrances to Liverpool Street XR station are managed by London Underground, as either Liverpool St (in the case of the entrance on the Mainline concourse) or Moorgate LU stations, so select London Underground as the mode rather than Elizabeth line to ensure it goes to the right place.

Doesn't have to be a complaint - informative polite feedback may well get a better response & outcome (knowledge gaps addressed etc)- reading between the lines, it seems like the CSA's were unsure - at a station like L'pool St they can have coverage staff on rotation from elsewhere who won't know a lot of the more obscure NR tickets. Its not unusual taking a photo either - Ticketing & revenue will advise staff when they are sent photos of tickets. Some staff keep little galleries on devices so they know the tickets & validities.

 

[yorkie]

I would suggest that 'feedback' is provided via that link, for sure. I personally would choose "Complaint" from the list of options, but I would also use constructive wording, to get the best outcome.

I did this when TfL gateline staff rejected a valid ticket; I got back the additional fare I was forced to pay and £10. But, most importantly, they said:

We can confirm that actions have been taken to ensure that the station staff at <station> are aware of and comply with our fares and tickets policy, as to prevent such incident in the future.

 

[Horizon22]

This is primarily an issue at Bond St, Tottenham Court Road, Whitechapel and Liverpool St XR (actually managed by Moorgate) where the gateline staff are London Underground staff, not specific Elizabeth line staff. Farringdon tends to be slightly better due to the longstanding Thameslink link.