TFL Customer assistant AC2- What would they expect in this role play? Did I make the right call?

[TubeExplorer10]

Second time I had the role play. It was the same scenario as the first time, customer sleeping at the gate line and lost his phone and wallet after a night out with his friends and is hungover. I woke him up gently, then introduced myself with my name and saying I’m a customer assistant, was empathetic and listened to what he said throughout the whole scenario. He wanted to go to Woodford from Vauxhall station. I quickly looked at the route and gave him directions and eventually allowed him through the gate without a ticket as he lost everything, while saying I’ll take down his contact information as he kept insisting on the CCTV being checked because he felt someone stole it at this station. I then assured him that we will have a look at the CCTV and contact him if we found his wallet.

Did I make the right call? Or is there a better way to handle it? Or is the way I approached the situation and eventually let him go on his way to Woodford without a valid ticket/wallet etc adequate baring in mind he wasn’t well and felt sick and had lost his ticket with no means to pay.
In the brief before the role play they specifically said to only call on a supervisor or someone else if there was no other option.

Thanks in advance.

 

[ComUtoR]

All these scenarios come with Q&A.

From just your post, I can see a few holes but they would hopefully be dealt with by the assessor/interviewer.

They are often looking for what you prioritise and some key points that must be hit.