Ticket Office Closure Consultation

[whole diary]

[JayMac]

Experience from Friday: I walked to Redland and used the TVM^▸ (Ticket Vending Machine) to buy a Super Off-Peak return to Didcot, intending to take the 10:30 from Temple Meads. In fact I arrived there early enough to take the 10:00* but wasn't sure if the SOP^▸ (Standard Operating Instructions) was valid on that, so – I asked a member of staff on the platform (who confirmed that yes, it was valid). So in this case, platform good, office not used.

*Red Squirrel might commiserate me that this denied me pasty-eating time!

Platform staff were wrong. A Super Off Peak Return from Redland to Didcot Parkway is not valid until 1030 from Bristol Temple Meads. A pasty is cheaper than an excess fare.

[ChrisB]

There's another good point/lesson there - not only will TO staff need retraining, but the likelihood of platform staff being asked these sort of questions about ticket validity will increase and thus ought to get some retail training/mobile device to assist the giving of a correct answer as well

[Bmblbzzz]

Experience from Friday: I walked to Redland and used the TVM^▸ (Ticket Vending Machine) to buy a Super Off-Peak return to Didcot, intending to take the 10:30 from Temple Meads. In fact I arrived there early enough to take the 10:00* but wasn't sure if the SOP^▸ (Standard Operating Instructions) was valid on that, so – I asked a member of staff on the platform (who confirmed that yes, it was valid). So in this case, platform good, office not used.

*Red Squirrel might commiserate me that this denied me pasty-eating time!

Platform staff were wrong. A Super Off Peak Return from Redland to Didcot Parkway is not valid until 1030 from Bristol Temple Meads. A pasty is cheaper than an excess fare.

Oh. That's what I thought at first. Luckily for me, I didn't encounter a single ticket inspection the whole journey (including the return). And the barriers at DID^» (Didcot Parkway - next trains) let me out even though I couldn't have got there except by leaving earlier than 1030.

Perhaps there ought to be more on-train ticket checks? If I'd gone to Cholsey instead, as I'd been considering (my final destination being somewhere between the two), I could have done the whole journey without a single check or barrier.

[Bmblbzzz]

There's another good point/lesson there - not only will TO staff need retraining, but the likelihood of platform staff being asked these sort of questions about ticket validity will increase and thus ought to get some retail training/mobile device to assist the giving of a correct answer as well

And a general simplification of fares, restrictions and validities wouldn't hurt either.

[CyclingSid]

Some comments on things said earlier.

Interesting newly opened Reading Green Park was specified with (and keeps seven staff) while the other intermediate stations on the line only have one currently.
If you go down to RGP during the week you get jumped on because they are bored out of their minds with nothing to do. How flexible will the system be to "long term" changes in demand, or will  it be a Lidl case of When it is gone it is gone.

what to do with them when the time comes to put the ramp out for a wheelchair,
I have currently noticed on staffed SWR^» (South Western Railway - about) stations the guard/TM^‡(resolve) has to put ramps out

and only sell single tickets (2 singles = a return)
Is this a case of putting the cart before the horse, ticket reform first?

thus ought to get some retail training/mobile device to assist the giving of a correct answer as well
the proverbial whose going to pay

The timescales of this seem somewhat confusing, is it one, two or three year? The mention of 2024 suggests to me that it is going to be rammed through before any election.

[IndustryInsider]

Regarding the ramps, I think all GWR^▸ (Great Western Railway) trains have their own ramp stored on board these days so whilst that isn’t always ideal it certainly gives greater flexibility.

Not too much use on DOO^▸ (Driver-Only Operation (that is, trains which operate without carrying a guard)) services though, but for whatever reason Reading<>Basingstoke never made it into the DOO routes, whereas the nearby Reading<>Bedwyn service did.

[TaplowGreen]

There's another good point/lesson there - not only will TO staff need retraining, but the likelihood of platform staff being asked these sort of questions about ticket validity will increase and thus ought to get some retail training/mobile device to assist the giving of a correct answer as well

And a general simplification of fares, restrictions and validities wouldn't hurt either.

That should absolutely be part of the process.

Saying "fares are complicated"is not an argument for perpetuating the current volume of ticket offices as some seem to think when only 12% of tickets are sold that way but it's very much part of making life easier for customers and indeed those assisting them on the concourses under the new arrangements, as well as ensuring that TVMs^▸ (Ticket Vending Machine) can issue the full range of tickets.

[bleeder4]

Surprisingly, it looks like one of the three stations we have here in Worcester has been spared the chop. https://www.westmidlandsrailway.co.uk/travel-information/at-the-station/proposed-changes-ticket-offices says this of Worcester Foregate Street:
"This station will become one of our new retail and customer service hubs, meaning staff will be available throughout the week to assist with ticket purchases, as well as customer service, passenger assistance, safety and general upkeep duties".

I'm assuming that "retail and customer service hub" means there will still be ticket counters so, if so, it means that it will be the only station in the county of Worcestershire with a ticket counter.

[Red Squirrel]

I wouldn't make that assumption. I've just come out of a GWR^▸ (Great Western Railway) consultation on Teams, and the bottom line is that all TOCs^▸ (Train Operating Company) will close all traditional ticket offices over the next few years. However at major stations (such as Worcester Foregate St) there will be travel hubs, where someone will be on hand to show you how to buy a ticket on your smartphone  (couldn't find a 'tongue-in-cheek emoji)

[ChrisB]

My understanding is that this ....

where someone will be on hand to show you how to buy a ticket on your smartphone 

...is what all stations with a ticket office will offer going forward, while some larger stations become hubs that will retail all current tickets/railcards etc at ticket offices do now. Foregate Street will become one of thse.

[grahame]

Poll added to this thread - please take a look and respond

[grahame]

My understanding is that this ....

where someone will be on hand to show you how to buy a ticket on your smartphone 

...is what all stations with a ticket office will offer going forward, while some larger stations become hubs that will retail all current tickets/railcards etc at ticket offices do now. Foregate Street will become one of thse.

Worcester Foregate Street is one station (Bath Spa is another) where a station concourse in a major tourist city centre station is situated substantially below the platforms, and having that concourse permanently staffed with a person or people in a single location makes complete sense.

[Bmblbzzz]

Ticket office staff are currently in an enclosed environment /room protected by a strong glass window for their safety and security, not only for themselves but for the security of sensitive customer transaction details and of course revenue /cash etc.

Many ticket office staff, will, as basically ‘floor walkers’, more easily become vulnerable to verbal and even physical abuse from ‘undesirable‘ customers and the less fit and able will find it hard work staying on their feet for most of their shift.

By all means Railway Management should (again) have the ability for ongoing reviews ( in consultation with local Union reps.) of ticket office staffing levels and hours, as was always done.

Good point, but I expect it would be dealt with by simply ending cash transactions.

Thinking about this again, surely the same problem already applies to train staff selling tickets? Especially on late-night services with empty carriages. Yet you don't hear of such incidents. There was (at least according to the press) an epidemic of onboard thefts known as "steaming" in the 1980s but it seems to have been passengers that were the victims (and offenders) rather than staff. And if it did happen, it's easier to call police etc to a station building than a moving train.

[TaplowGreen]

Poll added to this thread - please take a look and respond

I've selected the first option however there's no reason why fares can't be simplified as part of this process rather than kicking it into the long grass.

[DaveHarries]

GWR^▸ (Great Western Railway) had a notice up at Bristol Parkway when I was there this morning. If the T/O changes go ahead as planned the opening times for the office there will be half an hour shorter in the morning and half an hour shorter in the evening but no changes at all otherwise.

Dave