Mis-sale by Southeastern?

[island]

The passenger after me at Kidbrooke station this morning asked for "a return ticket to Victoria and on to Warren Street". She was sold a Z1-6 off-peak day Travelcard at £12.30, which she paid for with her contactless card.

Should the passenger have 1) been sold an anytime day return from Kidbrooke to ZONE U123* LONDN at £12.10, 2) been asked if she was making further journeys, 3) been advised to use her contactless card which would have capped at £7.70 or thereabouts, or 4) something else entirely?

 

[MikeWh]

The passenger after me at Kidbrooke station this morning asked for "a return ticket to Victoria and on to Warren Street". She was sold a Z1-6 off-peak day Travelcard at £12.30, which she paid for with her contactless card.

Should the passenger have 1) been sold an anytime day return from Kidbrooke to ZONE U123* LONDN at £12.10, 2) been asked if she was making further journeys, 3) been advised to use her contactless card which would have capped at £7.70 or thereabouts, or 4) something else entirely?

In an ideal world (3), but Oyster/CPC is TfL's baby and TOCs want as little to do with it as possible.
Therefore (2) with a view to selling (1) if appropriate.

 

[hairyhandedfool]

If the question is "what should she have been *offered* for sale?", there is an amount of interpretation involved. Do you consider the passenger's request to be specific enough to not need to ask any further enquiries, or not?

If yes, 1, or possibly what they actually did (they might know the passenger from previous conversations*).

If no, 2.

However, the clerk could go beyond what is required to 3 or 4 as appropriate to the situation.

* - I had a passenger who regularly asked for a particular ticket, but in actual fact they wanted a split ticket and would talk down to staff if it wasn't automatically offered.

 

[Clip]

The passenger after me at Kidbrooke station this morning asked for "a return ticket to Victoria and on to Warren Street". She was sold a Z1-6 off-peak day Travelcard at £12.30, which she paid for with her contactless card.

Should the passenger have 1) been sold an anytime day return from Kidbrooke to ZONE U123* LONDN at £12.10, 2) been asked if she was making further journeys, 3) been advised to use her contactless card which would have capped at £7.70 or thereabouts, or 4) something else entirely?

She didnt make it clear enough what she wanted so for the sake of a whole 20 pence she got the better deal with added validity

 

[Starmill]

If it were me (and I don't sell tickets) I would err on the side of always asking more about what exactly the passenger wants or what they're planning to do.

This might not always be totally appropriate if there is a long queue forming, but it's the key reason why its worth having real people still sell tickets rather than sales only at machines or on websites.

 

[Bletchleyite]

She didnt make it clear enough what she wanted so for the sake of a whole 20 pence she got the better deal with added validity

Only a "better deal" if intending to use that validity.

I'd suggest a quick "Are you only going to Warren St or might you make any other Tube or bus journeys"? first.

 

[PeterC]

Ticket clerks are onto a hiding to nothing in this sort of situation. Customer may object to being interrogated about their journey but may complain if they are sold what they asked for rather than what they meant.