A new ticket machine appeared in Wokingham station recently. It calls itself (inelegantly) a "fast tickets and collection point". I would provide a link to the item on
SWT▸ 's webs site explaining this, but here isn't one.
There is, however,
an item about some other new machines (and a list of stations, without Wokingham).
A network of Video Ticket Machines, which will make it easier for passengers to get help and find the best value fare for their journey, is now live on the South West Trains network.
It is believed to be first network of its kind in the country and is directly linked to a dedicated contact centre with specially trained staff who can offer face to face advice as well as remotely purchasing a ticket for the passenger if needed.
This is part of the £50million investment being delivered across the South West Trains network to improve passenger experience and also includes:
100 Customer Ambassadors in stations
1,400 extra car parking spaces
New website and smartphone app
The state-of-the-art Video Ticket Machines offer many of the features passengers will already be familiar with, including pre-booked ticket collection and tickets for immediate travel. However, the screen also includes a ‘Help Me’ button, which a passenger can press at any time and be immediately connected to the dedicated contact centre in Basingstoke.
Staff can offer advice and guidance and, if needed, take control of the passenger’s screen and complete the purchase for them.
In addition, a further 84 ‘quick buy’ machines are also being installed at many other stations. These do not offer the video link but are smaller and designed to help passengers quickly buy and collect their tickets. As such, they will be located at the busier stations on the network, including London Waterloo, Clapham Junction, Southampton Airport Parkway and Basingstoke.
Ah, so there was a mention, if not an item.
I guess that, if you are determined to have ticket offices open less of the time, and fewer of them, this video sales idea is worth trying. They may not justify the
advance news item, which made them sound like a huge advance in customer service, though.
Innovative plans by South West Trains to invest in smarter, more personal customer service have moved a step closer. South West Trains has now started the search for 35 new employees for its industry-leading new customer contact centre in Basingstoke, which will open in the summer.
The new state-of-the-art centre, which will operate 24/7, will mean customers can talk directly to a member of staff via a video link whilst buying their train tickets. Over 100 special new ticket machines are now being installed at stations across the South West Trains network, which will be fitted with a video screen linking back to the new customer contact centre. If a customer needs help with buying their tickets, or advice about their journey with South West Trains, they can use the video link to get in touch with a member of the team in Basingstoke at any time of the day or night.
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