Strange conversation at Paddington

[LexyBoy]

At Paddington recently I presented a BZ6-Reading ticket, and a Travelcard (which was in my ticket wallet, with my Gold Card) at the barrier. Instead of simply waving me through, the barrier attendant (who appeared not to have a very good level of English) took the Travelcard out of the wallet, and repeatedly tried to explain that "this ticket stops here", gesturing at the gateline. After realising that the message was not getting understood, he placed the Travelcard at the side of the barrier and indicated for me to go through. I reclaimed my Travelcard and said that the Reading ticket is only valid with it, to which he said something like "it doesn't matter" (i.e. he did not wish to prolong the conversation).

Now, I realise that it was just a trivial exchange, but it's been bothering me as I can't for the life of me work out what he was trying to say! My best explanation is that he was saying the Travelcard wasn't valid on that train as it doesn't stop within the Zones - but I was primarily showing him the BZ ticket. Any ideas what he was on about?

(He was friendly throughout, not disputing the validity at all, which is what made it odd. My only concern is that someone else could easily have boarded without the Travelcard).

 

[yorkie]

Just a general lack of training by the sound of it. I'm actually surprised when I encounter well-trained gateline staff in the London area, especially with FGW. Glad to hear he was friendly, as some FGW gateline staff are not.

Not a bad encounter for Paddington - at least they didn't try to pretend you had a gun

 

[maniacmartin]

it sounds like he was trying to be helpful by telling you that the Travelcard wouldn't be valid on a train whose first stop is outside the zones, without considering that you might return to London later in the day and want to use it, and also without realising your BZ ticket is only valid with the Travelcard.

 

[tsr]

Just a general lack of training by the sound of it. I'm actually surprised when I encounter well-trained gateline staff in the London area, especially with FGW. Glad to hear he was friendly, as some FGW gateline staff are not.

I have to disagree with you. I happen to have met a fair number of the recent intake for their gateline & other station positions in the area, and they all (almost much without exception) seem to be courteous and diligent people who I would have thought might actually do research on their own initiative if they didn't think they were well-trained. Hopefully this selection process (and possibly any other HR work for the same aim, whatever that turns out to mean in practice) will work wonders with time.

You may say this sounds highly unlikely, but it is just my experience. It tallies with members of staff I've met at other major NR stations in London, too. I have been rather less impressed with many LU staff recently, however.

 

[causton]

You may say this sounds highly unlikely, but it is just my experience. It tallies with members of staff I've met at other major NR stations in London, too. I have been rather less impressed with many LU staff recently, however.

Don't LU staff do more than gatelines? It could be that if they are trained to do a few separate things they may not get them all 100% right, but if a TOC employs someone just as a gateline assistant they might have better knowledge!

 

[LexyBoy]

Can't say I've had problems at Paddington before, although I often wonder whether I'm let through because my ticket is acknowledged as valid, or the staff just check the date and have no idea where the stations concerned are.

it sounds like he was trying to be helpful by telling you that the Travelcard wouldn't be valid on a train whose first stop is outside the zones, without considering that you might return to London later in the day and want to use it, and also without realising your BZ ticket is only valid with the Travelcard.

That's what I thought, but then why mention it if (in his mind) the ticket I'm showing him is valid? Maybe to avoid me showing the wrong ticket on-board?

 

[tsr]

Don't LU staff do more than gatelines? It could be that if they are trained to do a few separate things they may not get them all 100% right, but if a TOC employs someone just as a gateline assistant they might have better knowledge!

I believe many do. I have no issue with them having multiple roles... but I have zero tolerance for them trying to refuse exit on a valid ticket, for example, on the basis that they believe it isn't valid but quite clearly haven't been trained to deal with it - and I see other similar issues. If they tried to do things they weren't trained to do whilst on despatch/manning the control room/checking other facilities for safety, they might be killed, injured, sacked or taken to court. Making their roles equally include gateline duties means they should be trained to the same level of diligence and knowledge.

 

[yorkie]

I have to disagree with you.

That's fine. I and others know some are not, but you're entitled to disagree!

I happen to have met a fair number of the recent intake for their gateline & other station positions in the area, and they all (almost much without exception) seem to be courteous and diligent people who I would have thought might actually do research on their own initiative if they didn't think they were well-trained. Hopefully this selection process (and possibly any other HR work for the same aim, whatever that turns out to mean in practice) will work wonders with time.

That is very good news. Hopefully there will be more consistent and that "some" will be a smaller and smaller minority.

You may say this sounds highly unlikely, but it is just my experience. It tallies with members of staff I've met at other major NR stations in London, too. I have been rather less impressed with many LU staff recently, however.

Experiences vary depending on numerous factors, but yes some LU gateline staff - despite getting a reasonable wage (more than me and higher than their National Rail counterparts) - can be awful. Simply purchasing a Travelcard after midnight and trying to use it on LU can incur their wrath, and that's just one example. Again, it's a minority, but it's a very noticeable and very vocal minority and such unpleasant experiences will stick in people's minds.

 

[Sleepy]

Of course a more sinister thought is could he have wanted your travelcard for a free trip after his shift ? Hopefully nobody is daft enough to risk their job by doing that !