DAY IN THE LIFE - RPI

After attending Operation Tornado at Highbury & Islington, Toni-Anne Davis, communications advisor, was curious to learn more about revenue protection inspectors' experiences.

1. What do you enjoy most about your role?
As an RPI, I enjoy working on trains and the station with other colleagues and ensuring we meet our targets to tackle ticketless travel every day. – Dickson Ogunyemi, revenue protection inspector, Camden Road

My role comes with flexibility which I enjoy as I'm not stationary. My role involves checking and the detection and prevention of fraudulent travel. As well as having good interactions with customers and being able to offer them help throughout their journeys. Especially during special events like the London 2012 Olympics, I look forward to meeting the range of people visiting. – Michelle Smith, revenue protection inspector, Willesden Junction

Meeting people from all walks of life, helping them with issues, and checking ticketless travel. – Basillo Rodrigues, revenue protection inspector, Camden Road

2. What was an unexpected challenge you found whilst working?
DO: When we were posted on the Gospel Oak – Barking line, it was very hectic coming across passengers that claimed they thought it was a cancelled train. Many of these passengers admitted to travelling regularly on this line without paying as they believed they didn't have to. As there weren't any RPI's stationed there doing regular checks.

MS: A difficult customer who was unwilling to cooperate suddenly sat on the track before the train. I did not panic. I tried to convince him to come off the track, but thankfully the BTP arrived very quickly.

BR: When confronted, customers who travel without a valid ticket raise their voices and hurl racial abuse to aid their escape.

3. What would you want other departments to understand about your role?
DO: To be more revenue conscious, we cannot be at all stations, so we need the other departments to challenge customers by not confronting them but asking questions. Not to take on the RPI role but act as a deterrent as some customers claim they have been let through at a previous station before they arrived where I am stationed.

MS: Other departments should realise that inspector's task is not easy, and they carry out their jobs responsibly, especially staff working on barriers.

4. Do you work closely with other teams at their stations?
DO: Yes, we work as a team with Willesden Junction and Surrey Quays teams. Learning from those with different experiences and skill sets is a great opportunity. In the past, we have worked with TfL RPIs. We all approach work differently, so it's interesting to see different methods we can adopt is interesting.

MS: Yes. Sometimes we have to call the booking offices or other staff members to confirm specific issues, or while working at the station, we have to work with office staff.

5. What advice would you give aspiring RPIs before sending an application in?
DO: To be very patient. My job is not always pleasant; we often experience abuse. You need to have empathy to avoid escalation. So, having good manners and learning how to talk to people is vital. You must also know the laws and regulations, as customers often challenge you. You are trying to undermine what you know so they can avoid engaging with you.

MS: The role of an RPI is demanding and very challenging, but I love this role very much.

BR: It all depends on the experience and the situation, as quick decisions have to be made at the spur of the moment, and no two days are the same. The most important advice I would give is to remain calm and listen to the customers and base your decision as per the situation and depending on the customer.

6. What are the techniques used to combat the issue of ticketless travel?
DO: We have various techniques but in terms of questioning.
• Ask the right questions.
• Know what ticket is valid on which routes.
• At each station, we have codes to check concessions for people using freedom passes, staff oyster cards, or children's zip cards.
• Knowing how to report those travelling with incorrect passes.

MS: Working closely with the BTP to handle demanding customers. If the customer is too difficult to deal with, we refer them to officers at the station, so they are aware that the situation can indeed be escalated, and they will be charged.

7. Can you share a story of when you've (or a member of your team) identified a prolific fair dodger and you've been able to put a stop to it?

DO: When we used to sell paper tickets, passengers would present their tickets after tapering with them cutting pieces from previous tickets to update the dates. When we were doing our checks, one passenger tried to quickly show his card and rush off. We challenged him and discovered it was an older ticket. He was later sent to court and prosecuted.

He was a regular at that station and later apologised, explaining he was going through financial issues at the time. He now travels with the correct ticket and stops for checks.

MS: On several occasions, when doing ticket checks at a station, i.e., Willesden Junction. I stopped a lot of people trying to double-shuffle coming into the station. Other times, I have asked them to go back and purchase a ticket. Some will listen, while others are so difficult. In reality - you win some and lose some.

BR: I will give an example which happened recently at Willesden Junction station. A middle-aged man regularly visited Willesden Junction station with his young daughter. He would frequently push the wide gate to enter without a ticket. The station staff brought it to my attention; one day, he did the same thing in my presence. I tried to stop him, but he swore at me and walked away. I warned him that his day would come. And I did not have to wait long as it happened on a day when I was working at the station with the Transport Support Enforcement staff. He did the same thing; he got away before I could stop him. However, the TSE staff stopped him, and I requested him to come inside the station and issued an IR. Since that day, we have not seen him again.