I'd have to agree, there seem to be two completely different "crews" working at HOP station. The tall young man who often guards the ticket barriers late eves is very polite and helpful, ditto one or two of his colleagues and one of the regular ticket sales guys - friendly, reasonably knowledgeable.

But in the last 12 month, a lot of new chaps have showed up, ranging from the totally ignorant (and yes, mobile phones seem to take priority, they text and browse whilst verifying my card details, and you have to wait til they're done, never mind that train you were trying to catch) to the impolite, and I'm afraid one burly chap actually qualifies as a bona fide bully. I'd love to know who thought it to be a wise idea to put that man in a customer facing position - he actually scares me! (or maybe that's the point, not sure). Not amused.