TFL role play - Drunk Customer Scenario! Please help

[Harvinder]

I have a role play as part an assessment, one of the possible scenarios are a customer who was drunk and felt unwell and pretty out of it, and wanted to get from Point A ( the station I am at) to Point B and didn't know how he got to Point A after a night out drinking with his friends and then realized he's lost his wallet, has nothing on him and thinks someone may have stolen it. He kept insisting that he wanted to just get out of here and get to Point B but obviously didn't have a valid ticket.

How would you go about dealing with this, having a hard time trying to figure, so please help me!

 

[RyanC87]

You can't just leave the person as you have a duty of care to get someone home. If you allow them to stay what harm might they come to? Will they fall on track?

Is there someone he can ring to pick him up.
Will you speak to your resources?
Can someone meet him at point b

That line of thinking

 

[Harvinder]

You can't just leave the person as you have a duty of care to get someone home. If you allow them to stay what harm might they come to? Will they fall on track?

Is there someone he can ring to pick him up.
Will you speak to your resources?
Can someone meet him at point b

That line of thinking

Thank you!
I was thinking about this way.

I will introduce myself to the customer, since he is lying down I will direct him to the office where I can discuss in private, I would offer him water and medical attention. In regards to his property, I will check the CCTV and contact the lost property office for his belongings. I would not let him on the trains due to his condition for his safety and safety of others; I will ask if he remembers his friends contact details if anyone can pick him up, I will book a taxi for him to his destination. Is this ok?

I don't want to deny him travel outright or just let him through in his condition, like I have seen some people. But I want to get him to his final destination in a safe manner like booking a taxi/getting a lift from a friend.

 

[RyanC87]

Can also say about alerting Station staff to prevent train delays. Btp etc to show you know who your colleagues are

 

[Tubeboy]

Although you have a duty of care, you also have to think of your own safety. Drunks can change in an instant. I’ve seen it many times.

I would not recommend going into a private area with them. Things could turn nasty, you’d have no witnesses or CCTV.

I’m assuming this is for a CSA role? That being the case, you’d likely have other colleagues too, as well as a supervisor. Unless the person is behaving erratically, dealing with them on the platform could be appropriate, or maybe the ticket hall. Obviously the supervisor should be kept appraised at the first opportunity and should come to assist.

It depends how inebriated the person is. If they’re not too bad, they could use the train. Inform the driver and control of this, as well as staff at point B. As to no ticket, safety and security are more important than revenue. How is their speech? Is their balance impaired. Do they have any injuries. Are they carrying any alcohol?

If they are in a bad way, politely but firmly refuse travel, although this should be coming from the supervisor. Offer a taxi, obviously this needs paying for by the person or someone at home. Alternatively. try to get a family member/ friend to come and pick them up. This would be the ideal situation.

If they’re in a very bad way, then ring for an ambulance. Police also if appropriate.

 

[AlterEgo]

If they are drunk and unwell they are not fit to travel on the network. The lost property is not a principal concern.

Do not take the customer into a private area unless you have a witness. You should also inform your supervisor.

Assess how unwell the customer is and how drunk they are, you may need to call an ambulance or the police.

 

[ComUtoR]

Be VERY careful of rehearsing your answers. If the interviewer decides (and they will) to draw out further answers you might find yourself getting unstuck.

 

[Harvinder]

Thanks all, I don't want to really deny them travel, but provide ideal alternatives like booking in a taxi or getting a lift from someone, if they a really unwell calling an ambulance. I have to see the situation then make a decision. I won't rehearse my answers, just getting some ideas. Being calm, empathetic and providing alternatives within reason. I would make sure they are seated comfortably so we can take some details and of course offer a refreshment to calm them.

 

[Termak]

If they're out of it, they can't travel on the network. But it is how you communicate with them and persuade them to comply. The end result for me on this one would be British Transport Police, and if they're unwell, definitely get an ambulance as you never know what else might be going on. It might be a medical condition that's making them seem drunk, or they may have had their drink spiked.

 

[rg177]

Used to deal with my fair share of drunks. Basically tickets are the least of your concerns.

If they're on a train, you want them off if semi-conscious/unresponsive. That was done with assistance - don't be dragging people off alone. If on a platform, refuse travel but avoid escalators/stairs where possible. At a gateline, don't allow them through.

Definitely don't go into a non-public area alone. We wouldn't do that with anyone unless there were exceptional circumstances (the one story I was quoted for that was someone being trafficked and in need of help).

If they're abusive or totally unresponsive, contact emergency services and keep your distance if needs be. I've had a drunk passenger threaten to basically murder me (in graphic detail) because I asked him to finish his beer before coming through a gateline. It came out of nowhere and I simply removed myself from the situation to a place of safety. No point engaging further.

 

[falcon]

You can't just leave the person as you have a duty of care to get someone home. If you allow them to stay what harm might they come to? Will they fall on track?

Is there someone he can ring to pick him up.
Will you speak to your resources?
Can someone meet him at point b

That line of thinking

There is no legal duty of care.

You just make sure he is off the railway because he can cause major disruption.

If he falls on the tracks and is killed or injured it is his own fault, as long as the procedures have been followed.

No ticket and drunk means report to BTP and get the person off the railway.

Thank you!
I was thinking about this way.

I will introduce myself to the customer, since he is lying down I will direct him to the office where I can discuss in private, I would offer him water and medical attention. In regards to his property, I will check the CCTV and contact the lost property office for his belongings. I would not let him on the trains due to his condition for his safety and safety of others; I will ask if he remembers his friends contact details if anyone can pick him up, I will book a taxi for him to his destination. Is this ok?

I don't want to deny him travel outright or just let him through in his condition, like I have seen some people. But I want to get him to his final destination in a safe manner like booking a taxi/getting a lift from a friend.

He is nothing to do with TFL.
He has no ticket and is drunk. Get him off the railway ASAP.
His lost property is his responsibility.
Only qualified staff should administer medical attention.
Is this a new thing TFL are doing booking Taxis for drunks to get home

Get him off the railway ASAP.

 

[godfreycomplex]

There is no legal duty of care.

With the sole exception of only qualified staff issuing medical attention, both this statement and the statements below it are completely untrue

 

[rg177]

Yes - there is a balance to be struck between doing "too much" and booting someone off the system when they're in no fit state to be left alone.

That said, if they're on a platform, then you can usually tell in that time whether they just need to go away and sober up or whether they need medical help.

Basically - every situation is different. I've refused travel, I've called an ambulance, I've had a supervisor contact a family member, and I've had some walk away in cuffs. There's a difference between someone who's had one too many trying to get the last train, and the career alcoholic who's got no ticket for the 500th time and is ready to take a swing at someone.

Use your professional judgement in every case, and remember that your safety comes first. You won't be thrown under the bus for anything so long as you act in a safe manner and have adequate reasoning for your actions.

 

[Harvinder]

Thank you all just passed the role play!

 

[Horizon22]

Used to deal with my fair share of drunks. Basically tickets are the least of your concerns.

If they're on a train, you want them off if semi-conscious/unresponsive. That was done with assistance - don't be dragging people off alone. If on a platform, refuse travel but avoid escalators/stairs where possible. At a gateline, don't allow them through.

Definitely don't go into a non-public area alone. We wouldn't do that with anyone unless there were exceptional circumstances (the one story I was quoted for that was someone being trafficked and in need of help).

If they're abusive or totally unresponsive, contact emergency services and keep your distance if needs be. I've had a drunk passenger threaten to basically murder me (in graphic detail) because I asked him to finish his beer before coming through a gateline. It came out of nowhere and I simply removed myself from the situation to a place of safety. No point engaging further.

This is pretty much bang on what I'd say too. You escalate it once each resolution option has failed. Sometimes you've got to be a bit persuasive but always remain safe.

Thank you all just passed the role play!

Congrats!

 

[rg177]

Thank you all just passed the role play!

Wonderful - congrats.

 

[Harvinder]

Thanks much appreciated!

 

[ComUtoR]

Thank you all just passed the role play!

Congrats..

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