Yesterday a customer attempted to print a return ticket, purchased from the TPE website, at Mount Vernon station.
The outward portion printed fine, but the return portion did not. The TVM stated an error had occurred. The Help Point at the station advised the customer to see ticket office staff at a staffed station and they would be able to assist.
The customer sought assistance from both ticket offices at Glasgow Central station; neither was able to assist.
Last I checked the internal KnowledgeBase stated the following under the ToD section, specifically section 5 regarding the specific scenario of "5. Some, but not all tickets are printed/part printed"
If anyone with experience of working in or managing a ticket office, or if you are a retailer or have relevant experience in that area, your thoughts would be welcome, thanks
The outward portion printed fine, but the return portion did not. The TVM stated an error had occurred. The Help Point at the station advised the customer to see ticket office staff at a staffed station and they would be able to assist.
The customer sought assistance from both ticket offices at Glasgow Central station; neither was able to assist.
Last I checked the internal KnowledgeBase stated the following under the ToD section, specifically section 5 regarding the specific scenario of "5. Some, but not all tickets are printed/part printed"
For whatever reason, the above procedure was not carried out. Virgin referred the customer to Scotrail. The Scotrail ticket office said they could not resolve it and advised the customer to call Scotrail on 03448110141, which the customer plans to do tomorrow.iKB said:Duplicate tickets can only be issued if a ToD CTR reference number can be supplied and the CTR successfully recalled for ticketing. Any part printed tickets must be handed over by the customer.
If there is a print failure during ticket printing at the SSTVM, a message will appear on the screen advising the customer to collect their tickets from the Ticket Office.
a) Collect from the customer all the tickets that were printed.
b) If possible, recall the CTR and check the status of the ToD booking using a TIS.
c) If the CTR cannot be recalled by the ticket office TIS, station staff should use the Live Sales Management (LSM) Console to review the status of the ToD booking.
d) If the LSM Console displays the status of the CTR as set to ‘P’ (print failure) the users of some TIS may be able to over-ride this status and re-issue the full set of tickets.
e) If the LSM Console reports the status as ‘Locked’ then;
(a) Users authorised to unlock CTRs should request an ‘Unlock’ using the LSM console.
(b) Users not authorised to unlock CTRs should call the LSM helpdesk. Requests to unlock CTRs will be managed by Smart421’s technical support team. The service is available seven days a week between the hours of 08:00 and 18:00 and can be contacted on 0845 120 5499.
When calling the LSM Helpdesk, station staff must have the following information available in order to proceed.
1. Name
2. Location (Station).
3. Answer to a secret question which has been defined by the TOC.
Unlocking should allow the ToD to be recalled and the tickets issued.
f) Ask the customer to complete Parts 1 & 2 of a ToD Duplicate Tickets Record Form.
g) If possible, check how many tickets were printed, using the SSTVM Supervisor Terminal. Keep evidence of this and submit with the operator’s balance sheet at the end of the shift.
h) If there is more than one journey booked under a single CTR, then the operator must select the ticket/tickets to be issued.
i) Complete Part 3 of the ToD Duplicate Tickets record Form with the details of the tickets issued.
j) Ask the customer to sign the ToD Duplicate Tickets Record Form in Part 4.
k) Provide the authorisation in Part 5.
l) Give the complete set of new tickets to the customer.
m) Mark the part printed tickets as cancelled and attach to the ToD Duplicate Tickets Record form.
n) Retain the ToD Duplicate Tickets Record Form at the TOC central accounting point.
Unlocking should allow the ToD to be recalled and the tickets issued.
If anyone with experience of working in or managing a ticket office, or if you are a retailer or have relevant experience in that area, your thoughts would be welcome, thanks