One problem seems to be that some folks in "authority" - ticket-inspectors, and the like, paint themselves into a corner and then don't know how to apologise, so they storm off with ridiculous words like "I don't want to see you on my train again" or whatever.
I reported an incident a little while back on this forum, where the conductor had refused my wife's request for an off-peak ticket to London on a Virgin train for two reasons:- it was a peak-hour train, and she had also allegedly walked past an open ticket office/TVM without purchasing a ticket there, so on both counts, only full-fare tickets were available for purchase on the train.
Fair enough, usually. But the fact she patiently reminded him of the Virgin concession for railcard holders [she holds a Senior Railcard] to travel on peak-hour services with an off-peak ticket if using that Virgin train throughout, and that the booking-office at her station of origin [Rhyl] does not open until 0620,[she was on the early 0549 from Rhyl] and the TVM is in the booking hall, which is locked, so also inacessible until that time made no difference. He went away, presumably to ring someone in authority, and on returning, grudgingly issued her with the ticket saying "You've been lucky this time"
His attitude of "I'm right - you're wrong" made me contact Virgin trains to complain - something I didn't do lightly, and had he simply apologised, I would never have dreamed of reporting him.
An example of something I learned quite early on in my career - never work yourself into a situation from which you cannot withdraw with good grace.
As a post-script - since that incident I started buying her off-peak tickets in advance on line, and collecting them from the station the day before - something I didn't have to do as they were walk-up tickets, not "advance" ones. However, she decided late last night to go again this morning on the early train, and I had had no opportunity to do this. And I'm pleased to say the conductor on this morning's 0549 sold her the ticket she requested without any trouble whatsoever. So perhaps my reluctant complaint did some good.
I reported an incident a little while back on this forum, where the conductor had refused my wife's request for an off-peak ticket to London on a Virgin train for two reasons:- it was a peak-hour train, and she had also allegedly walked past an open ticket office/TVM without purchasing a ticket there, so on both counts, only full-fare tickets were available for purchase on the train.
Fair enough, usually. But the fact she patiently reminded him of the Virgin concession for railcard holders [she holds a Senior Railcard] to travel on peak-hour services with an off-peak ticket if using that Virgin train throughout, and that the booking-office at her station of origin [Rhyl] does not open until 0620,[she was on the early 0549 from Rhyl] and the TVM is in the booking hall, which is locked, so also inacessible until that time made no difference. He went away, presumably to ring someone in authority, and on returning, grudgingly issued her with the ticket saying "You've been lucky this time"
His attitude of "I'm right - you're wrong" made me contact Virgin trains to complain - something I didn't do lightly, and had he simply apologised, I would never have dreamed of reporting him.
An example of something I learned quite early on in my career - never work yourself into a situation from which you cannot withdraw with good grace.
As a post-script - since that incident I started buying her off-peak tickets in advance on line, and collecting them from the station the day before - something I didn't have to do as they were walk-up tickets, not "advance" ones. However, she decided late last night to go again this morning on the early train, and I had had no opportunity to do this. And I'm pleased to say the conductor on this morning's 0549 sold her the ticket she requested without any trouble whatsoever. So perhaps my reluctant complaint did some good.
