Is the gateline in operation?
On arrival at the gateline, approach the Welcome Host and hold up your phone for inspection.
Does the Welcome Host ask you to scan your ticket on the gateline?
Does the Welcome Host conduct a visual check of your ticket and allow you through?
If the ticket is scanned by a mobile device the Welcome Host should see an error message that your ticket is not valid.
Does the Welcome Host scan your ticket with a hand held scanner?
Does the Welcome Host prevent you from going any further?
Passenger numbers at the Gateline at time of the Mystery Shop?
(Optional) Welcome Host name or description.
(Optional) Customer Experience Observations. Uniform Standards, Body language, eye-contact, smile, etc?
(Optional) Details of any feedback given at the time of the Mystery Shop?