No excuses, reflects on the training this person has rather than the individual and proof that periodical checks on knowledge and competency should be implementedMy experience of ticket offices varies significantly. Wakefield Westgate have some excellent staff, they were able to excess a ticket I'd bought in error from a TVM without fuss. My worst experience was at Manchester Victoria last year, initially there was no one behind the counter despite 2 windows being open and it was a good 2-3 minutes until someone appeared. The clerk then struggled to issue a GM Wayfarer, and I was instead sold a Derbyshire Wayfarer. Fortunately I'd realised before I left the window as the price didn't seem right and in the end had to bring up the details of the ticket on my phone to help her. The transaction must have taken 10 minutes for what was a fairly simple ticket. When buying a GM Wayfarer I now use Oxford Road as they are much more efficient and knowledgeable.
As for the Derbyshire one it shouldn't be issued outside the area if memory serves.
Personally I'd still prefer person to person contact but that's because I know the role is under threat