So a customer takes a bit too long buying a ticket from a machine, and gets timed out. So you can give them their money back, right?
Well yes, but only if you have a ticket office. Which presents something of a problem in a company which has begun closing all its ticket offices. Cue abuse of staff and many rightly frustrated passengers. Hardly world-class customer service, is it?
This is just a taste of the chaos that will engulf us if this carries on. Stop these ticket office closures now!