Clueless ticket office staff - Anyone else?

[paulfoel]

One particular lady at the newport ticket office I now refuse to deal with. If there's a queue and shes free I will wait for another agent.

I can appreciate someone not knowing something and having to check but what I can not deal with is someone who lies or blags it because they can't be bothered. I dread to think how much this particular lady has cost passengers with her "can't be bothered advice".

The things I've experienced with her:-

1. Tried to do a switch over of my season ticket to start at Cardiff rather than Newport. Her advice - cancel the season ticket and buy a new one from Cardiff. That would have cost me money.

In the end I found the info on this forum and printed it out to show her. She STILL would not do it. In the end, I had to raise an official complain to ATW who sorted it out.

2. Has told me in the past I can't buy a season ticket for one month + 3 days but can only have a week, a month, 3 months, year etc. Of course you can. Like I said now I just find another agent.


Like I said I have no issues with this lady not having the knowledge or making a mistake but the way she blags things and won;t back down in unbelievable. Defines belief how shes still employed in a ticket office to be honest.

 

[Domh245]

Rather than just talking about it on here, have you raised it with ATW? If she is doing things as you describe, then perhaps she is in need of a refresher course.

 

[Greenback]

There has been a complaint made about the season ticket changeover, but I'm not sure if any of the other issues have been raised with ATW.

 

[bluenoxid]

Better off raising direct with the operator directly.

Only thing we can offer is a small amount of empathy and social media "hugs, love and kisses"

 

[Gareth Marston]

There has been a complaint made about the season ticket changeover, but I'm not sure if any of the other issues have been raised with ATW.

Personally I find STAR easy to use as regards issuing tickets but it's a bit more awkward as to refunding/ cancelling or anything off piste. I can perhaps understand someone struggling with certain things given my own experience of using it.

There's certain things that aren't obvious until someone arrives and asks. For example to do a refund from a STAR machine for a purchase bought by card on a TVM can't be done as the systems that run the two aren't linked up. You have to submit the refund request to Penarth House.

I know I would struggle with things around season tickets as no one on the Cambrian buys them so I very rarely issue them and have not come across scenarios to instantly know the answer. You do have to on occasions have to ask for help there's no shame in it.

 

[causton]

There's certain things that aren't obvious until someone arrives and asks. For example to do a refund from a STAR machine for a purchase bought by card on a TVM can't be done as the systems that run the two aren't linked up. You have to submit the refund request to Penarth House.

Can you not do a non-issue out of shift where you just type in the ticket details, confirm the price and it non-issues it for you? We do on Tribute. Then again, non-issues are the only computerised refunds, all the rest go on a 1996 BR-era form and are done manually and I believe STAR is a bit smarter!

 

[route:oxford]

One particular lady at the newport ticket office I now refuse to deal with. If there's a queue and shes free I will wait for another agent.

Just go to her and, if necessary, demand that she get the manager when she refuses to undertake a reasonable and accurate insruction. Only then will the problem be resolved.

If the "manager isn't available", be like me and have no shame and shout:-

"Help! Help!! someone get the manager quickly, help!!!"

There is always a bit of a commotion, but the problem is always resolved.

 

[hairyhandedfool]

Personally I find STAR easy to use as regards issuing tickets but it's a bit more awkward as to refunding/ cancelling or anything off piste. I can perhaps understand someone struggling with certain things given my own experience of using it....

Some things are a pain in the proverbial, and sometimes finding stuff can be tricky. Experience helps an awful lot.

One of the GPRs I occasionally speak to says staff at bigger stations don't get time to 'play around' with the machines, staff at smaller stations do, so they have better knowledge.

Staff at smaller stations say that while they have more time to 'play around', you often need a live example to practice it, bigger stations get more of them to do and so they have better knowledge.

Having been in both situations with STAR, I'd say busier stations get more practice and better knowledge of the system.

....There's certain things that aren't obvious until someone arrives and asks. For example to do a refund from a STAR machine for a purchase bought by card on a TVM can't be done as the systems that run the two aren't linked up. You have to submit the refund request to Penarth House....

Instructions may be different between TOCs, but Northern use STAR and refunds and non-issues of Avantix and TVM tickets are possible, if slightly longwinded.

....I know I would struggle with things around season tickets as no one on the Cambrian buys them so I very rarely issue them and have not come across scenarios to instantly know the answer. You do have to on occasions have to ask for help there's no shame in it.

Season ticket usually look after themselves, even changeovers, but specialised tickets can cause problems, like TfGM Traincards and Countycards.

There is definitely nothing wrong in asking.

Can you not do a non-issue out of shift where you just type in the ticket details, confirm the price and it non-issues it for you? We do on Tribute. Then again, non-issues are the only computerised refunds, all the rest go on a 1996 BR-era form and are done manually and I believe STAR is a bit smarter!

STAR can do it, even refunds and changeovers, but TOC instructions may vary. Truth be told, I prefer the red and green refund forms, it's much less hassle when you have a queue forming.

 

[Gareth Marston]

Can you not do a non-issue out of shift where you just type in the ticket details, confirm the price and it non-issues it for you? We do on Tribute. Then again, non-issues are the only computerised refunds, all the rest go on a 1996 BR-era form and are done manually and I believe STAR is a bit smarter!

Ok with cash purchases but STAR and TVM's back office server for card details are different so can't refund onto the card used to purchase.

Non issues and to a greater degree refunds have been designed with internal audit to the fore. I know of no other industry where the customer has to sign four times to get a refund- no matter how small. The refund process is time consuming involving several screens and prompts and you have to feed the coupons in twice. Imagine three people doing a long journey involving seat reservations on different trains there and back! sTAR does not let you park things so invariably as well as making the poor customer wait a queue builds up behind them.

Non issues can also be pain if the tickets are paid for by card. The customer has to sign the slip to get the refund so you have to go through whole process with customer present even if it's wrong date mistake. If it's cash purchase you can usually put the coupons to one side and do them later when quite.
--- old post above --- --- new post below ---

Some things are a pain in the proverbial, and sometimes finding stuff can be tricky. Experience helps an awful lot.

One of the GPRs I occasionally speak to says staff at bigger stations don't get time to 'play around' with the machines, staff at smaller stations do, so they have better knowledge.

Staff at smaller stations say that while they have more time to 'play around', you often need a live example to practice it, bigger stations get more of them to do and so they have better knowledge.

Having been in both situations with STAR, I'd say busier stations get more practice and better knowledge of the system.



Instructions may be different between TOCs, but Northern use STAR and refunds and non-issues of Avantix and TVM tickets are possible, if slightly longwinded.



Season ticket usually look after themselves, even changeovers, but specialised tickets can cause problems, like TfGM Traincards and Countycards.

There is definitely nothing wrong in asking.



STAR can do it, even refunds and changeovers, but TOC instructions may vary. Truth be told, I prefer the red and green refund forms, it's much less hassle when you have a queue forming.

I'm lucky in some ways that I issue tickets ffor several stations not just my own so see a big range of stuff even though I'm small. I have a national organization that buys TOD's for their staff throughout UK via us. Some places must be mind numbing repititive like valley lines stations.

 

[richw]

Attached the matrix for calculating odd season tickets, and a photo of an odd season ticket (1 month & 3 days ironically which took me through to a period of annual leave)

 

[route:oxford]

Non issues can also be pain if the tickets are paid for by card. The customer has to sign the slip to get the refund so you have to go through whole process with customer present even if it's wrong date mistake. If it's cash purchase you can usually put the coupons to one side and do them later when quite.

Internal card fraud is a major issue across multiple industries. False returns & refunds of high-value purchases to the card of non-purchaser (ie accomplice to staff member) is not-uncommon. This is especially true where there isn't a direct connection between the sales and merchant systems.

 

[Gareth Marston]

Internal card fraud is a major issue across multiple industries. False returns & refunds of high-value purchases to the card of non-purchaser (ie accomplice to staff member) is not-uncommon. This is especially true where there isn't a direct connection between the sales and merchant systems.

However it's easy to make genuine mistakes that need none issuing. Customer approaches counter rummaging in purse holding notes up, you hit cash button then customer says can I pay by card? It's non issue time with STAR you can't take card payment and give them coupons already printed. "It wasn't that expensive last time" customer only then notifies you they have railcard even though you asked them if they had any. They assume you remember even they you've not seen them for months....
Wrong dates happen often usually involving elder relative sent by younger one to buy tickets, I've had wrong destinations come back next day to. Seen people this week getting mixed up between Birmingham Stations and International.
I have people buying in advance for travel from nearby unmanned stations it's amazing how many don't say so it usually comes out in wash before issuing but occasionally it's happened. "But we're going from Welshpool...."
I give folk journey print from ticket basket before issuing and ask them if their happy with date/ times especially for AP and more expensive journeys customer says ok- I keep calendar on desk to help. Customer says ok.....then goes home and realises mistake. No ones defrauding as they all get issued correct tickets and make payment.

 

[paulfoel]

Like someone said I did raise a complaint during the switchover thing. That was just nuts - I was wasting time arguing with this woman.

The season ticket thing - yes maybe I should complain. BUT at the moment, I can't be bothered to argue with her any more.

Its not the fact that she doesn't know things - its the fact that she tries to blag it that gets my goat. Surely the other people who work there must know what shes like and overhear some of the crap she spouts?

 

[DarloRich]

I wonder if changing your approach to the conversation might help. Perhaps less of the know it all as no one like to be humiliated at work. You need to get what you want out of the conversation and you wont get that if you upset the person with the power.

 

[paulfoel]

I wonder if changing your approach to the conversation might help. Perhaps less of the know it all as no one like to be humiliated at work

Hang on a minute fella how do you know how I approached the conversation in the first place? Bit out of order here mate.

To clarify when I first wanted to do the switchover, I found out the facts first, then approached this lady and advised her what I would like to do. She refused and said I could only cancell. I queried this and asked her to check. She refused.

I returned next day with a printout of the rules. She refused to look at, said she was sure. Again refused to check with someone else.

At what point should I change my approach do you think?

(At this point, I made an official complaint because I didnt want to waste my whole life talking to this lady who is clueless)

 

[DarloRich]

Hang on a minute fella how do you know how I approached the conversation in the first place? Bit out of order here mate.

To clarify when I first wanted to do the switchover, I found out the facts first, then approached this lady and advised her what I would like to do. She refused and said I could only cancell. I queried this and asked her to check. She refused.

I returned next day with a printout of the rules. She refused to look at, said she was sure. Again refused to check with someone else.

At what point should I change my approach do you think?

(At this point, I made an official complaint because I didnt want to waste my whole life talking to this lady who is clueless)

With respect you indicated you returned with a print out from a third party website. That doesn't hold any water. Imagine some ranting wibbler turned up at your place of work waving a bit of paper indicating you were doing your job wrongly. What would you do? I would be keen to send them away.

It is interesting you use words like advised her what I wanted to do. Not asked her. I wonder if you asked her to check, politely, or ordered her to do so self righteously?

Of course the easiest thing for the ticket office lady to do would have been to check if she was unsure!

 

[ainsworth74]

With respect you indicated you returned with a print out from a third party website. That doesn't hold any water. Imagine some ranting wibbler turned up at your place of work waving a bit of paper indicating you were doing your job wrongly. What would you do? I would be keen to send them away.

If that happened to me I'd advise that reasonably certain that what I've said is correct however I will go and double check and consult with a colleague. I'd never just 'send them away' or not at least bother checking. Just seem like good customer service to me.

 

[DarloRich]

If that happened to me I'd advise that reasonably certain that what I've said is correct however I will go and double check and consult with a colleague. I'd never just 'send them away' or not at least bother checking. Just seem like good customer service to me.

I agree that is what should have happened but without any actually ammunition ( and a print out from this site isn't a suitable bullet!) it is easy to see why someone might want to send you away quickly. My point is that communication style is important in getting what you want out of a conversation and a different approach may generate better results for everyone.

 

[ainsworth74]

I agree. I'm always at pains to be as friendly and polite as possible (usually I try and play clueless and drip feed in my knowledge only if necessarily) when dealing with ticket office or any other situation where I'm a customer but unless the person was being verbally or physically aggressive I'd still go and check (the depth of that check might be a bit more cursory if they were rude however )if, when the roles are reversed, the customer is showing me information saying I'm wrong.

 

[paulfoel]

With respect you indicated you returned with a print out from a third party website. That doesn't hold any water. Imagine some ranting wibbler turned up at your place of work waving a bit of paper indicating you were doing your job wrongly. What would you do? I would be keen to send them away.

It is interesting you use words like advised her what I wanted to do. Not asked her. I wonder if you asked her to check, politely, or ordered her to do so self righteously?

Of course the easiest thing for the ticket office lady to do would have been to check if she was unsure!

Not quite sure what you're getting at here but anyway. To clarify - I printed out the official ticket rules.

Since we seem to have an issue. When I first visited, my words were something like. "I'd like to do this please, I understand this is something I can do". When told no you can't my response was "Thank you but I'm pretty sure I can - do you mind checking?". Response no need.

2nd visit. "Hi I spoke to you yesterday. Look here it is". Still not doing it. "Look please can you just check because I think this indicates I can do it". No need.

So I left it and complained. Nothing wrong in my book with my attitude.
--- old post above --- --- new post below ---

I agree. I'm always at pains to be as friendly and polite as possible (usually I try and play clueless and drip feed in my knowledge only if necessarily) when dealing with ticket office or any other situation where I'm a customer but unless the person was being verbally or physically aggressive I'd still go and check (the depth of that check might be a bit more cursory if they were rude however )if, when the roles are reversed, the customer is showing me information saying I'm wrong.

Can guarantee I was not rude at any point. Exasperated maybe by the end when this lady still refused to check.

 

[endecotp]

I had a similar experience with CIV tickets. Having read this:

http://www.seat61.com/UKconnections.htm#London International CIV

I attempted to buy an open CIV ticket (at a major station travel centre) but was told "no, can't do that, must be reserved for a specific train". Came down to "I've been working here for 20 years, are you trying to tell me how to do my job???". Seat 61 anticipates this:

Ticket office staff aren't always 100% familiar with these London International fares, so if they feign ignorance, be prepared to be polite but firm. One reason for booking online in advance is to avoid arguments with train operator ticket office staff who deny the existence of these fares!

It is quite difficult to be "polite but firm" and get the correct balance of politeness vs. firmness, but somehow I managed it and got what I wanted (after maybe 30 minutes). It was quite stressful though, and I wouldn't want to do it again though; I'd do it online. Or give up and pay whatever higher fare they wanted to charge me.

 

[sheff1]

Came down to "I've been working here for 20 years, are you trying to tell me how to do my job???".

This is surprisingly common. Strange how such people are so proud when confirming that they have been incompetent for many years.

 

[Lincoln]

I attempted to buy an open CIV ticket (at a major station travel centre) but was told "no, can't do that, must be reserved for a specific train". Came down to "I've been working here for 20 years, are you trying to tell me how to do my job???".

Such a shame

When I used to work in a Travel Centre, I used to delight in telling people about these fares if I discovered they were travelling E*! Such good value and like you say they offer conditions far exceeding those for domestic travel.

I think nowadays there is plenty of guidance for staff on how to do the basics, but advanced retailing has basically died a death. Except for those who are interested in such things and also in the know.

For anyone who operates a ticket machine, nearly everything they could possibly need is available through online resources such as the internal National Rail knowledge-base - however the existence and even the web address of it tends to be a best kept secret rather than shouted at from the rooftops.

 

[janb]

Instructions may be different between TOCs, but Northern use STAR and refunds and non-issues of Avantix and TVM tickets are possible, if slightly longwinded.

Having switched from TPE STAR to Northern STAR it does depend on the TOC. Northern have the more advanced version with GoldSTAR, on machine refunds etc that makes these things easier, and also seem place more decision making power into frontline staff which again makes these things easier.

 

[theageofthetra]

The handbrake upon my advice went to Victoria to buy a single to Luton airport and despite asking multiple times is this all the way to airport got sold a ticket to Parkway. Who actually employs these idiots?

 

[ian959]

Simple solution to all this...



Close all ticket offices. Make everyone deal with ticket machines.

 

[PHILIPE]

Simple solution to all this...



Close all ticket offices. Make everyone deal with ticket machines.

Better than that, do away with the complicated fares structure and standardize different cards.

 

[EbbwJunction1]

Simple solution to all this... Close all ticket offices. Make everyone deal with ticket machines.

Better than that, do away with the complicated fares structure and standardize different cards.

And make sure that every TOC uses the same system, as it seems to me that they don't all do so, and some of them aren't compatible with the others - which doesn't make sense!

 

[Tetchytyke]

My point is that communication style is important in getting what you want out of a conversation and a different approach may generate better results for everyone.

There are some people you can communicate with until you're blue in the face and you won't get what you want. There is a similar individual at Newcastle who is similarly unhelpful, getting basic things like peak time restrictions wrong. I am told that the TOC are well aware but nothing ever gets done. They were like this when I moved away and they're still like this now I've moved back. Eventually you just use somebody else.

I've also had disagreements with staff at Charing Cross about the time restrictions on a Calais Flyer ticket, even though I had an email from SouthEastern telling them they were wrong. I complained, was told it wouldn't happen again, and then it, er, happened again.

It's rare that it happens, but when it does happen it is very frustrating.

 

[Hadders]

Better than that, do away with the complicated fares structure and standardize different cards.

But that would result in huge price rises.