What are the steps for a Read Head problem?

• A. Monitor the gate and clean the heads, especially the Read Head
• B. If the gate continues to reject the ticket, complete a RFM
• C. Place the problem side of the gate "Out of Service" and place "Out of Service" stickers over the ticket bezel
• D. Re-issue the same ticket to the customer

Answer: (D)

When a Read Head problem occurs, the ticket is not being read by the gate’s reader. The quickest, customer-friendly fix is to re-issue the same ticket to the passenger. A fresh ticket with a clean magnetic stripe is much more likely to be read by the Read Head, allowing the passenger to pass without losing value or needing a complex exception process. This keeps the line moving and minimizes disruption.

Cleaning or monitoring the heads is maintenance work that may help overall but doesn’t address the immediate read failure at the gate. Placing the gate out of service or issuing an RFM are heavier actions not needed for a single Read Head hiccup, and they slow service or involve refunds and adjustments rather than getting the customer through with a proper ticket.