Refused entry to platforms because ticket will not print

[ForTheLoveOf]

It does, but what was the gate line attendant supposed to do about a ticket bought through another company that didn't print.

Issue a UFN, perhaps?!

There's no way of knowing whether it's a TVM fault or a retailer fault. Either way, they are breaching the contract by denying access to the platforms.

 

[ForTheLoveOf]

So, the TVM failed to work, and rather than attempting to collect your tickets from the ticket office, you decide to complain about the (Correct) actions of the barrier staff?

Eh? The OP has already stated that the ticket offices were both closed.

The barrier staff were entirely in the wrong. They breached the OP's contract jointly with the retailer.

 

[ForTheLoveOf]

Compensation? Of course. Delay Repay? Not likely to succeed.

I don't ever apply for compensation stating I am after 'Delay Repay'. I always ask for delay compensation. The difference is subtle but important: my right to delay compensation is enshrined in the NRCoT.

And any attempt to wriggle out of paying delay compensation in this case - on the usual scale for a 60+ minute delay - would be promptly responded to by a Letter Before Action if it had happened to me.

 

[ForTheLoveOf]

I’m sure some of the TOD T&C still say to allow 2 hours. That’s probably what they’d argue, irrespective of whether or not it might work sooner in practice.

We have already been told that the OP allowed 3 hours before attempting to collect the tickets.

Does no-one bother reading the thread at all?

 

[Darandio]

Eh? The OP has already stated that the ticket offices were both closed.

Then changed the story to say they hadn't bothered to check the other side.

 

[najaB]

Eh? The OP has already stated that the ticket offices were both closed.

I'm not sure that's the case...

Both up and down side ticket offices closed on a Sunday, mid-day? That’s unusual.

Actually I have't checked the otherside.

 

[Llanigraham]

Issue a UFN, perhaps?!

There's no way of knowing whether it's a TVM fault or a retailer fault. Either way, they are breaching the contract by denying access to the platforms.

Can someone on the gate do that?

 

[najaB]

The barrier staff were entirely in the wrong.

Passenger presents at the barrier sans billet and is refused entry. How is that "entirely in the wrong"?

 

[tiptoptaff]

Passenger presents at the barrier sans billet and is refused entry. How is that "entirely in the wrong"?

Because they're TOC gate line staff so MUST be wrong

 

[ForTheLoveOf]

Passenger presents at the barrier sans billet and is refused entry. How is that "entirely in the wrong"?

Because the passenger has already paid to be let through said barriers, and is more than happy to prove said payment, and it is only through the breach of contract of the TOC, that the TOC is unable to, or refuses to, print the very tickets which the TOC mandates!

In other words, the TOC are in breach of the contract (and demonstrably so here, different to in a case of a lost or stolen ticket), and yet they are punishing the passenger for their own breach!

 

[swt_passenger]

We have already been told that the OP allowed 3 hours before attempting to collect the tickets.

Does no-one bother reading the thread at all?

I wasn’t referring to the original poster’s problem though, but to the point made just before by Hadders.

 

[tiptoptaff]

Because the passenger has already paid to be let through said barriers, and is more than happy to prove said payment, and it is only through the breach of contract of the TOC, that the TOC is unable to, or refuses to, print the very tickets which the TOC mandates!

In other words, the TOC are in breach of the contract (and demonstrably so here, different to in a case of a lost or stolen ticket), and yet they are punishing the passenger for their own breach!

But the staff member was not wrong - travel is NOT permitted purely on production of the booking reference - especially as there are several TVMs at Southampton and two booking offices!!

 

[Darandio]

But the staff member was not wrong - travel is NOT permitted purely on production of the booking reference - especially as there are several TVMs at Southampton and two booking offices!!

I suppose they could have let them through then started a different thread about travelling without a valid ticket. Or the OP could have gone to see if the other ticket office was open rather than going to Greggs.

 

[tiptoptaff]

I suppose they could have let them through then started a different thread about travelling without a valid ticket. Or the OP could have gone to see if the other ticket office was open rather than going to Greggs.

They absolutely should have done this, rather than coming on here with a pre-disposed dislike of rail staff who were doing their job correctly - for once!!

 

[ooo]

Whilst technically correct, "Nothing I can do about it" leaves a lot to be desired in terms of customer service, and anyone can see that.

It does, but what was the gate line attendant supposed to do about a ticket bought through another company that didn't print.

They could at least tell them what do to. E.g. go to the other ticket office if it was open

 

[Realfish]

They absolutely should have done this, rather than coming on here with a pre-disposed dislike of rail staff who were doing their job correctly - for once!!

Of course if the person on the gateline had any customer service instincts, or value for the people who help pay his / her wages they might have said;
'I'm really sorry, but to be able to let you onto the platform you will need a ticket to travel...what went wrong at the ATM? / The ticket office on the other side of the station is open, if you pop over there they'll attempt to recover your tickets for you. See how you get on and if we can resolve the issue for you.'

Yet again we see, in this thread, another example of how some staff and TOCs have not got a clue about customer relationships - unable to, or can't be bothered to differentiate between the genuine difficulties some passengers face and fare dodging low life.

 

[ForTheLoveOf]

But the staff member was not wrong - travel is NOT permitted purely on production of the booking reference - especially as there are several TVMs at Southampton and two booking offices!!

Both booking offices were closed. We have already been told this. Does no-one read the thread before replying?!

The only way to get a ticket would have been to buy a new one at the TVMs.

Whether or not it is "permitted" to pass the barriers without a ticket according to the TOC's own rules, they are in breach of contract and no amount of the rail industry's own little rules will change that.

 

[Darandio]

Both booking offices were closed. We have already been told this. Does no-one read the thread before replying?!

Not what they said at all, and you dare to accuse others of not reading the thread? Try reading it again yourself, and the several replies you have been given.

 

[[.n]]

In my experience if the Up side ticket office is closed, then the Down side will be closed too. Its also not obvious that there would be two ticket offices, the Up side looks like a "normal ticket office concourse" with shops etc as well, whereas the down side is a glorified entrance

 

[ForTheLoveOf]

And you dare to accuse others of not reading the thread? Try reading it again yourself, and the several replies you have been given.

Try reading [n.]'s post.

There is no excuse for train companies acting in breach of contract. They would not accept a breach of contract by the passenger, and neither should the passenger.

Frankly, anyone making excuses for why it wasn't 'so wrong' what the barrier staff did is, in my view, an apologist for the TOCs' atrocious behaviour.

 

[Darandio]

Try reading [n.]'s post.

What has a post made 2 minutes ago got to do with you not bothering to read the thread, yet accuse others of not doing so?

We don't know for certain both ticket offices were closed, the OP didn't bother to check.

 

[Starmill]

We don't know for certain both ticket offices were closed, the OP didn't bother to check.

There are two ticket offices? How are you supposed to know that? I wouldn't?

Did the gateline staff, who work there, not think to suggest this?

 

[Darandio]

There are two ticket offices? How are you supposed to know that? I wouldn't?

The OP did.

Did the gateline staff, who work there, not think to suggest this?

I've no idea.

 

[matt]

As had been said the OP should contact the retailer. I don't think there is anything else to add.