I first joined Thameslink as a Revenue Protection Officer in Tooting in 2001. Back then I worked on the Wimbledon Loop, but today I'm a Passenger Host covering four routes across the Thameslink network.
What is a Passenger Host?
A typical day for me starts with signing on and organising my equipment before heading out onto the network. Making sure that everyone travelling with us has the correct ticket is a big part of my role, but that's far from the whole picture, and my job is about so much more than just issuing penalty fares.
Passenger Hosts also help to keep customers safe and support them throughout their journeys. That can mean reporting faults on trains, helping customers with journey information, answering questions, or assisting with any issues they encounter while travelling.
Every day brings different people and different situations, which is one of the things I enjoy most about working on the railway.
Why paying your fare matters
Paying your fare is important because when everyone travels with the correct ticket, it helps create a better experience for everyone on board. It means the railway is fair for customers who have paid for their journey, while also helping to support the running of the network.
It also helps us better plan train services because if we don’t know how many people are travelling at a particular station and with what ticket types, it’s harder for us to allocate the correct number of staff and trains for that location.
One of the biggest misconceptions about what I do is that we're simply trying to catch people out, but that's not what we're there for. We're there to educate people, help them with their journeys, and keep them safe.
Part of my role involves checking tickets in First Class. Sometimes people without the correct ticket will say they're only travelling one stop, but it's important that customers who have paid for a First Class ticket are able to enjoy the experience they've purchased. I always think of it like this: you wouldn't do that on an aeroplane!
Why I love being a Passenger Host
My favourite part of my role at Thameslink is talking to people and interacting with customers and colleagues. Sometimes people come back to tell me how we've helped them have a more comfortable journey, and I'd say most of my interactions with customers are positive.
I like to be a positive person and I always stay calm. If someone has bought the wrong ticket, I see it as an opportunity to educate them. I'm always careful with what I say because we all have bad days. Something I wish more people would remember is that we are people too.
I try not to take things personally because I know customers might be having a difficult day. We all have emotions, but those emotions don't have to be negative.
Enjoying life on the railway
One of the things I enjoy most about working for Thameslink is that I'm always out and about rather than being based in one place. I love working with my colleagues and meeting so many different people every day.
I've lived in London for most of my life, so I also enjoy travelling across the Thameslink network and visiting different places. One destination that stands out for me is St Albans, it's such a pretty city.
Outside work, I enjoy working out and I've recently started with a new personal trainer. I'm not trying to get a ‘gym body’ or anything, I just want to still be able to move when I'm 70!
A better experience for everyone
If you're considering a career in revenue protection, I'd say the most important qualities are listening, not pre-judging situations, and staying observant.
We meet lots of different people and deal with a wide range of circumstances every day, so it's important to be human and treat people as people, not as problems. Don't take everything personally, know yourself, and remember that you matter.
No one wants a negative interaction on the train. As Passenger Hosts, we're here to help and support our customers, keep them safe, and make sure journeys are as smooth as possible. We want everyone to have an enjoyable journey with us.