Yesterday I was travelling from Blackwater to Twyford via Reading and had an unpleasant experience at the Excess Fares window, platform side of the barriers, at Reading station.
Some background:-
- Blackwater is a Penalty Fares station with signs clearly stating this.
- There used to be a ticket machine on each platform, but the machine on the Reading platform was removed following persistent vandalism.
- The remaining TM, on the Guildford platform, does not take cash and is frequently out of order. For a long time this machine had a faulty card reader and also the touchscreen fails when it has been raining as it is not adequately shielded from the elements.
- AFAIK, all other Penalty Fares stations on this route have ticket buying opportunities on both platforms, apart from Farnborough North where, due to the layout, nearly all travellers have to go past the TM before accessing either platform.
- Those familiar with the layout at Blackwater will know that, for travellers approaching the station from the town side who want to go to Reading, it is not a trivial matter to go round to the Guildford platform on the off chance that the remaining TM is working.
- FGW guards know there are issues with purchasing tickets at Blackwater and all happily sell tickets on board. Some come through the train specifically asking "Any tickets required from Blackwater?". It has long been established practice for Reading-bound passengers joining at Blackwater to buy tickets on the train.
On to yesterday.
- Joined the 11:02 train at Blackwater with around 20 others. The service was full and standing as it originated at Gatwick.
- There was no sign of the guard during the journey to Reading, which is unusual.
- As I had plenty of time to make the connection to Twyford I went to buy a ticket at the excess fares window.
- During the purchase I was approached by a FGW employee who flashed his RPI badge and asked why I hadn't already purchased a ticket.
- I explained that, for the reasons stated above, this was my first reasonable opportunity to purchase a ticket.
- He disputed this, saying I should have purchased a ticket at Blackwater. When I pointed out this was unreasonable due to the lack of an accessible TM on the Reading platform, he changed tack and said I should have gone to the back of the train and knocked on the door to obtain a ticket from the guard. I asked him if he was sure about that. He said he was sure - this was stated in the NRCoC he said. I thought it pointless to argue with that assertion and pointed out that I wasn't trying to evade the fare, otherwise why had I gone to the Excess Fares window to buy a ticket?
- His attitude was aggressive and he was speaking loudly, seemingly to create a "scene".
- Meanwhile, a queue was building up behind me and he switched his attention to the next two people in line, asking where they had come from. When they both said "Blackwater" he muttered something under his breath, terminated the interview and wandered off.
- I then finished buying the ticket.
So, there is a disconnect between the behaviour of guards on this route and that of this particular RPI. Obviously the problem would be resolved if a new TM is installed on the Reading platform at Blackwater, however, assuming this isn't going to happen anytime soon, what is the best way to ensure that all FGW staff have a consistent and pragmatic approach to passengers travelling to Reading from Blackwater?