• If there is a call about a rail ticket printer issue then you should check the Online Error Log and if it is on the list you can ask the client to book as E Ticket / ToD.
• Standard practice if it is a specific printer such as Coop, that the client is notified via comms from Tech / Marketing and an announcement is added to Go2Book by Tech.
• If it is a general Evolvi Rail Printers issue then Tech will send a comms, but no announcement will go onto Go2Book.
• If it is that Clarity own the Kiosk, and it is broken, and a client goes to collect a ticket they have sent over to the Kiosk before it was switched off then you (Online Service Agent) are to investigate the cheapest option to get ticket to client if time or re-book and log as an exchange. – Please check date of booking and if this is after the date on the Online error log then flag with Tech as it means they haven’t switched off correctly.
Scenario
Online Rail Manual - TOD Machine not working