When you witness someone using a discount ticket improperly, what is the recommended initial action?

• A. Advise the customer on correct use of ticket
• B. Use good judgment to determine if the customer has made an honest mistake
• C. Avoid altercations
• D. Contact BPS and T.S

Answer: (B)

Assess intent first. When you notice someone using a discount ticket improperly, the best initial move is to use good judgment to determine whether it appears to be an honest mistake. This helps you respond appropriately and fairly. If it looks unintentional, calmly explain how the ticket should be used and help the rider correct the issue on the spot. If there are signs it’s deliberate or the rider resists, follow the station’s procedures to escalate to security or supervision. Keeping the interaction calm and respectful supports safety and reduces the chance of conflict, but you don’t immediately escalate or lecture without first judging whether it’s an honest mistake.