Great Western Coffee Shop

I was contemplating to title this 'How to annoy passengers, GWR need no help!' but I decided to be more informative.

This morning on arriving at BPW I tried to replace my expired monthly season ticket, but all ticket systems where down. I was told by staff that my expired ticket (2016/05/06) would be ok to travel to BTM and I could get a ticket there. Staff at BTM had been advised and there would be no problems.

On getting to BTM, my expired ticket failed, as expected, and the guard refused my admittance and denied there was any ticket issues at BPW!

I then had to go to the platform help desk buy a ticket, pass through the barrier, go to the ticket hall, upgrade my season ticket and get a refund from my emergency ticket.

I know things go wrong, but why can't GWR manage these situations better!

There was a warning message sent to staff just before six.  If you travelled after then it seems the person you encountered may either have not received it or not read it.

... or was being obtuse.  :o

Did you happen to get their name, from their name badge?

No, I should have done, but since there was a path to go (get ticket, fill out paperwork, get refund and buy season ticket) I was able to proceed, but waste 10 minutes of my morning.

That's why I raised the point, simonw: it could simply be a matter of 'identifying a training need', if that particular member of Great Western Railway staff could have been identified, discretely, to their employer.   ::)