SERVE AND PROTECT

There’s much more to being an RPI than just issuing penalty fares

When Ahmed Ibrahim graduated from university, his career plan was to work for a bank. But when that didn’t work out, he looked for an alternative – and the role of revenue protection inspector (RPI) caught his eye. He decided to apply and 11 years on, it’s a decision he’s never regretted.

“I couldn’t be prouder doing this job,” says Ahmed, who is based at Enfield Town. “I love how varied it is. We check tickets, both on trains and at the gateline, issue penalty fares and send information if a prosecution is required – everything you’d expect when you think about an RPI. But a huge part of my role – and what I love doing the most – is just providing great customer service and helping people with general travel information. I enjoy knowing that I have made someone feel better about their journey; seeing them happy is all that matters.”

But what happens when the information he has to impart isn’t quite as positive? “Sometimes it’s difficult to tackle someone who hasn’t paid their fare, but I’ve been doing this job a long time and know that it’s important to treat everyone with respect and not pre-judge. The most important thing is to stay professional.

“When I feel the situation might escalate, I must stay composed and calmly explain the process. How you behave can determine the outcome.”

Rohini Maistry, an RPI based at Surrey Quays, has been with ARL for 10 years and used to be a conductor. She became an RPI because the shift patterns better suited her work/life balance, and, like Ahmed, is very happy to be in the role.

It doesn’t mean her day isn’t without its challenges and she’s managed to develop a thick skin over the years. “Many of the people you have to deal with aren’t happy to see you, and I found it quite hard at the start, but I’ve learnt through experience and can now sum up a situation quickly and know what questions to ask so it’s easy for everyone,” she says.

She agrees with Ahmed that meeting different people is the best part of the role. “We get the chance to travel up and down the network chatting to customers and meeting their kids; time goes past very fast in this role. It’s exciting that when I get up in the morning, I have no idea how my day will turn out, that it’s always different.”

So, if someone is interested in becoming an RPI, what skills do they need? “Attention to detail, people skills, a lot of patience and control of your emotions,” says Rohini.

Ahmed adds: “Get to know everything about the role, so you know the right answers to give. And if you don’t know the answer, don’t be afraid to ask a colleague. Giving out wrong advice could mean a customer misses a train which can affect their whole day. The information we provide must always be accurate.”

Between Periods 1 and 10 of this financial year, inspectors have conducted 477,611 CPC checks and issued 11,105 sanctions

Fare-dodgers who become belligerent can bring an increased risk of antisocial behaviour and assaults against colleagues and other customers.

Figures from Q3 in 2023 showed that in some parts of the network, more than 3% of journeys are made without a ticket, so we are taking action to drive the number down and support our RPI colleagues.

As well as continuing to target prolific evaders at fare-dodging hotspots, we are working closely with partners, including TfL and British Transport Police (BTP), on off-peak ‘train busting’ and large-scale actions by revenue inspectors and BTP officers at interchange locations.

In a two-week campaign between 5 and 19 February 2024, all routes had an enhanced presence of management and BTP enforcement.

We are also introducing posters and announcements at targeted locations and engaging with schools in key areas.

“Safety of colleagues and customers, as well as protecting revenue, is everyone’s responsibility, and every little positive action does help,” says Elizabeth Umoke, head of revenue protection and security. “When you next see RPI colleagues, appreciate them for their efforts and support as much as possible.”