As a passenger focussed individual you may be surprised to hear that actually, I agree that the correct ticket was sold. I think the passenger has to be partially responsible for their journey. If they ask for a ticket to a destination, a ticket office should offer them the cheapest ticket to, specifically that destination, and explain any restrictions there may be (time, route, operator). I’m all for individual staff being extra helpful if they’re aware of a cheaper way but we shouldn’t be complaining about ticket office staff who when asked for a ticket from A to B, sell a ticket from A to B. Where there seems to be a problem here is not the staff (or the machine) but the fact that there’s clearly a ticket that doesn’t exist that perhaps should exist.