Mobile Ticket Endorsements

Discussion in 'Fares Advice & Policy' started by sheff1, 19 Jun 2019.

  1. sheff1

    sheff1 Established Member

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    Split From: LNER/TP Ticket Issue

    A bit of an aside which you may want to transfer to a new thread, but how does someone withdraw or endorse the original ticket when it is held on a mobile device ?
     
    Last edited by a moderator: 20 Jun 2019
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  3. Wallsendmag

    Wallsendmag Established Member

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    Scan and mark the ticket on the database ;)
     
  4. sheff1

    sheff1 Established Member

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    So I assume that if the ticket is scanned again afterwards it will return a message "withdrawn" or giving details of the endorsement ?
     
  5. trentside

    trentside Established Member Senior Fares Advisor

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    It should, yes.

    My only experience is with TTK (Ticket Keeper), but other software is available. We have the ability to add endorsements (or comments) on to mobile or e-tickets, which should show up when scanned by other revenue staff. The most common endorsement would be a request to pass on another service due to a delay or cancellation, for the time being I continue to also issue a new itinerary with an endorsement on, as I can't guarantee that the ticket will always be scanned.

    When scanning a ticket with TTK it will do a few different things:
    • GREEN - Straightforward point to point ticket, valid on the train service you are working, between two stations served by that journey. It advises to accept the ticket.
    • ORANGE - Check. Advises you to check the ticket, as it requires a change of train or has discount applied (e.g. 16-25, DSB etc)
    • RED - Reject. This will flash up for a wrong time train, previously clipped or used to exit at destination previously. Also for endorsements or a cancellation such as a refunded ticket.
    Where a ticket has been previously used to complete a journey and scanned at an exit barrier, it is accurate to the second as to when they exited. For example, it will say "Exit BHM. 14/06/19 12:22:23".

    If it's a case where a ticket has been refunded, it is similarly accurate and can tell you exactly when this was requested.
     
  6. Wallsendmag

    Wallsendmag Established Member

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    On LNER when you scan a ticket the scanner itself will tell you if it's accepted or not with a beep or a buzz.
     
  7. Bletchleyite

    Bletchleyite Veteran Member

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    I can see the red one meaning more BoJ disputes. Surely it should just be OK or check.
     
  8. robbeech

    robbeech Established Member

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    Which is good, providing the guard reads the response and analyses the ticket when it is rejected to ensure it makes sense to reject it. It’s fairly common for tickets to be rejected by your system and .............

    This does mean this. If you hold an M ticket flavoured SVR or SOR and break your return journey overnight the ticket changes to ‘used ticket’ overnight and is rejected the following day or days by gatelines and machines including those used by LNER. This requires staff to have actual knowledge about ticketing which I’m sad to say seems to fall down quite a lot. I’ve had a couple of minor disputes with LNER staff about this but they have ended in being allowed to travel on my valid ticket after an unnecessarily lengthy explanation of the rules. It’s very important to note that I’ve also had numerous scans that have been rejected but then allowed manually on closer inspection. Other TOCs responses vary in the same way.
    I agree that unless it can provide an absolute guarantee of accuracy* then it should be limited to ACCEPT or CHECK.



    * let’s face it this isn’t possible. There are countless tickets valid on trains where a guard would say it’s not valid. There are tickets valid on a technicality. Tickets valid for travel after 1000 that wouldn’t normally be valid on that train but disruption has caused it to be valid may be handled badly by the machine.
    A ticket that isn’t ordinarily valid but is sold with an itinerary from a poorly coded website or app thus making it valid would be rejected.
    And of course the obvious one, a ticket for an earlier service where a passenger is delayed and misses a connection will be rejected. Many TOCs don’t and indeed can’t scan tickets so there’s no way to endorse them.
     
  9. trentside

    trentside Established Member Senior Fares Advisor

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    I absolutely agree with this. I certainly think that m-tickets and the checking systems as they stand have major flaws, further hampered by the useless ticket training provided by so many TOCs. The issue of BOJ requires someone with the right knowledge, and we know that’s hit and miss.

    I have more to add, but I’m out and about at the moment, so will add further later.
     
  10. Wallsendmag

    Wallsendmag Established Member

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    m-Tickets have seen their day and are on their way out. The LNER brief specifically mentions that ticket that turn grey are still valid with their normal validity dates.
     

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