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ChrisB
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« Reply #240 on: October 29, 2023, 20:23:43 » |
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The hours *advertised* to be open. Holidays over half-term with the DfT» saying 'no' to paying for cover i=I suspect - so don't blame the operator without checking they are at fault. By email from GWR▸
Just a quick note to remind you that Transport Focus and London TravelWatch will be reporting back on their consultation on how tickets are sold at stations next Tuesday (31 October). Rumour has it is that operators are being told in advance of the TF/LTW decisions under embargo until 31st. * ‘Help at Hand’ Points: We have proposed the introduction of accessible, clearly marked Welcome Points with ‘Help at Hand’ buttons providing a direct link to a retail-trained staff member should they not be immediately available I am really humbled that something I have personally been pushing hard for has been recognised. And yes, there are some off-the-shelf solutions (outside the rail industry) already in existence that I pointed to that would work. Once this is complete, we propose to reduce the number of windows available at stations with multiple windows, bringing those staff closer to customers on the station floor. They will help customers use self-service machines, or digital purchase, while also helping with any queues for tickets with their handheld ticket devices. We will review progress before making further changes, including bringing staff from single window stations out from behind the glass, with handheld devices, There you go - so TOs reduced to one window minimum while the handheld devices are rolled out & union negotiations (ie more money buyoff yet again) take place. Once implemented, the last window closes. So may take some tiime to get the final staff members away from their windows. |
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« Last Edit: October 29, 2023, 20:50:58 by ChrisB »
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ChrisB
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« Reply #241 on: October 29, 2023, 20:53:03 » |
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Also bear in mind that Parliament has been suspended since last Thursday until the State Opening on Nov 7th. Thus there will be a wait until then or soon after before any discussion in the House
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grahame
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« Reply #242 on: October 30, 2023, 07:21:52 » |
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The hours *advertised* to be open. Holidays over half-term with the DfT» saying 'no' to paying for cover i=I suspect - so don't blame the operator without checking they are at fault. Indeed - and I'm not sure that I (or anyone) has look to apportion responsibility for the situation over the last week. GWR▸ 's statement of matching opening hours to today rather than as supposed to be today said to the careful reader "Trowbridge unstaffed" and that was wording from GWR, not from the DtF. By email from GWR
Just a quick note to remind you that Transport Focus and London TravelWatch will be reporting back on their consultation on how tickets are sold at stations next Tuesday (31 October). Rumour has it is that operators are being told in advance of the TF/LTW decisions under embargo until 31st. I would expect the train operators to know roughly what's coming  - I would be shocked if it was a surprise tomorrow! * ‘Help at Hand’ Points: We have proposed the introduction of accessible, clearly marked Welcome Points with ‘Help at Hand’ buttons providing a direct link to a retail-trained staff member should they not be immediately available I am really humbled that something I have personally been pushing hard for has been recognised. And yes, there are some off-the-shelf solutions (outside the rail industry) already in existence that I pointed to that would work. Delighted for you and for the public as a whole. Fingers crossed that a facility like this is fully and properly implemented. * If there's a button beside a ticket machine at each location there are such machines, providing an immediate link to a staff member with local as well as ticketing knowledge, with text and video links for the hard of hearing and an ability to feed the selected tickets into the TVM▸ for the customer, then good. * If the Help point along the platform is relabelled "Help at Hand" and the contact person there is the same one we reach at the moment, but knows about fares too, I am not going to be impressed. Long waits to connect, connection drops out after you've just got into a complex situation that (s)he has had to go away and ask someone else about, nowhere near the TVM ... I hope for the first option - I fear we'll get the second. |
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Coffee Shop Admin, Chair of Melksham Rail User Group, TravelWatch SouthWest Board Member
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1st fan
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« Reply #243 on: October 30, 2023, 16:16:35 » |
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GWR▸ attempting to compromise, and I expect other operators will come up with a remarkably similar set of proposals:
”We have listened to the concerns raised and have made changes to our original proposals and this is what we have been working on to address the things raised through the process:
1. Staffing Hours: We're extending our original staffing commitment, so retail-trained colleagues will be available during current ticket office hours, just like today. This ensures help is readily available when needed. No more waiting for assistance, as staff will be there at the same times as ticket offices are currently open, providing help with our customers travel needs.
2. 'Help at Hand' Points: We will introduce Welcome Points with 'Help at Hand' buttons at all stations with ticket offices. They'll be clearly marked and accessible, providing a direct link to a retail-trained colleague during current ticket office hours. If customers need help with a purchase or travel query, they can just approach one of these points, and receive in-person assistance. No more uncertainty about where to go for help; it's right at their fingertips. We will include the opportunity for disabled customers and groups to have familiarisation visits and will update our Equality Impact Assessments for each station once we have thoroughly reviewed and agreed the best location for these Welcome Points.
3. Digital First, Not Digital Only: We understand that the world of ticketing is changing, and many customers are embracing digital options. But that doesn't mean we're leaving anyone behind. By changing our proposals to give colleagues handheld ticket sales devices to support self-service ticket machines, customers will still find every type of ticket they can get today without needing to go online. Plus, staff will be on hand to show customers the convenience of buying digitally via our app or other options like pay-as-you-go/CPAY. The range of ticket choices available will remain just as extensive as before. We will also be enabling our TVMs▸ to retail a wider range of products and there is an industry workstream to digitise tickets which are not currently available in this form.
4. Cash availability: We understand that there are customers who prefer to use cash. We will enable cash payments on self-service Ticket Vending Machines where that ability has previously been suppressed.
We anticipate that expected timescales will also change as we rephase our proposals to ensure no customers are left behind. Our proposal now is that stations with more than one window in operation will see some retail staff move from behind the glass of the ticket office in Phase 1 so they are closer to our customers. They will help customers use self-service machines, or digitally purchase, while also helping with any queues for tickets with their handheld ticket devices. Some retail colleagues will initially remain in Ticket Offices at the station offering wider support for customers, as well as offering advice and where needed help to purchase the full range of rail products.”
Right so the poor sod at the station (who is no longer in the ticket office and is now roaming the station) is going to be able to answer a detailed question about e.g. easements from that station or ticket validity without needing to go back to the office (assuming one exists)? No point phoning National Rail Enquiries they don’t have a copy of the fares manual. |
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« Last Edit: October 30, 2023, 16:23:14 by 1st fan »
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TaplowGreen
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« Reply #244 on: October 30, 2023, 17:09:16 » |
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GWR▸ attempting to compromise, and I expect other operators will come up with a remarkably similar set of proposals:
”We have listened to the concerns raised and have made changes to our original proposals and this is what we have been working on to address the things raised through the process:
1. Staffing Hours: We're extending our original staffing commitment, so retail-trained colleagues will be available during current ticket office hours, just like today. This ensures help is readily available when needed. No more waiting for assistance, as staff will be there at the same times as ticket offices are currently open, providing help with our customers travel needs.
2. 'Help at Hand' Points: We will introduce Welcome Points with 'Help at Hand' buttons at all stations with ticket offices. They'll be clearly marked and accessible, providing a direct link to a retail-trained colleague during current ticket office hours. If customers need help with a purchase or travel query, they can just approach one of these points, and receive in-person assistance. No more uncertainty about where to go for help; it's right at their fingertips. We will include the opportunity for disabled customers and groups to have familiarisation visits and will update our Equality Impact Assessments for each station once we have thoroughly reviewed and agreed the best location for these Welcome Points.
3. Digital First, Not Digital Only: We understand that the world of ticketing is changing, and many customers are embracing digital options. But that doesn't mean we're leaving anyone behind. By changing our proposals to give colleagues handheld ticket sales devices to support self-service ticket machines, customers will still find every type of ticket they can get today without needing to go online. Plus, staff will be on hand to show customers the convenience of buying digitally via our app or other options like pay-as-you-go/CPAY. The range of ticket choices available will remain just as extensive as before. We will also be enabling our TVMs▸ to retail a wider range of products and there is an industry workstream to digitise tickets which are not currently available in this form.
4. Cash availability: We understand that there are customers who prefer to use cash. We will enable cash payments on self-service Ticket Vending Machines where that ability has previously been suppressed.
We anticipate that expected timescales will also change as we rephase our proposals to ensure no customers are left behind. Our proposal now is that stations with more than one window in operation will see some retail staff move from behind the glass of the ticket office in Phase 1 so they are closer to our customers. They will help customers use self-service machines, or digitally purchase, while also helping with any queues for tickets with their handheld ticket devices. Some retail colleagues will initially remain in Ticket Offices at the station offering wider support for customers, as well as offering advice and where needed help to purchase the full range of rail products.”
Right so the poor sod at the station (who is no longer in the ticket office and is now roaming the station) is going to be able to answer a detailed question about e.g. easements from that station or ticket validity without needing to go back to the office (assuming one exists)? No point phoning National Rail Enquiries they don’t have a copy of the fares manual. Yes (paragraph 3) |
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1st fan
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« Reply #245 on: October 30, 2023, 18:31:06 » |
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GWR▸ attempting to compromise, and I expect other operators will come up with a remarkably similar set of proposals:
”We have listened to the concerns raised and have made changes to our original proposals and this is what we have been working on to address the things raised through the process:
1. Staffing Hours: We're extending our original staffing commitment, so retail-trained colleagues will be available during current ticket office hours, just like today. This ensures help is readily available when needed. No more waiting for assistance, as staff will be there at the same times as ticket offices are currently open, providing help with our customers travel needs.
2. 'Help at Hand' Points: We will introduce Welcome Points with 'Help at Hand' buttons at all stations with ticket offices. They'll be clearly marked and accessible, providing a direct link to a retail-trained colleague during current ticket office hours. If customers need help with a purchase or travel query, they can just approach one of these points, and receive in-person assistance. No more uncertainty about where to go for help; it's right at their fingertips. We will include the opportunity for disabled customers and groups to have familiarisation visits and will update our Equality Impact Assessments for each station once we have thoroughly reviewed and agreed the best location for these Welcome Points.
3. Digital First, Not Digital Only: We understand that the world of ticketing is changing, and many customers are embracing digital options. But that doesn't mean we're leaving anyone behind. By changing our proposals to give colleagues handheld ticket sales devices to support self-service ticket machines, customers will still find every type of ticket they can get today without needing to go online. Plus, staff will be on hand to show customers the convenience of buying digitally via our app or other options like pay-as-you-go/CPAY. The range of ticket choices available will remain just as extensive as before. We will also be enabling our TVMs▸ to retail a wider range of products and there is an industry workstream to digitise tickets which are not currently available in this form.
4. Cash availability: We understand that there are customers who prefer to use cash. We will enable cash payments on self-service Ticket Vending Machines where that ability has previously been suppressed.
We anticipate that expected timescales will also change as we rephase our proposals to ensure no customers are left behind. Our proposal now is that stations with more than one window in operation will see some retail staff move from behind the glass of the ticket office in Phase 1 so they are closer to our customers. They will help customers use self-service machines, or digitally purchase, while also helping with any queues for tickets with their handheld ticket devices. Some retail colleagues will initially remain in Ticket Offices at the station offering wider support for customers, as well as offering advice and where needed help to purchase the full range of rail products.”
Right so the poor sod at the station (who is no longer in the ticket office and is now roaming the station) is going to be able to answer a detailed question about e.g. easements from that station or ticket validity without needing to go back to the office (assuming one exists)? No point phoning National Rail Enquiries they don’t have a copy of the fares manual. Yes (paragraph 3) Nope that just mentions tickets and not something like e.g. easements for Gold Card holders. So for example at Moreton In Marsh the last train before 10am weekdays (normally 09:30 or a few mins later) had/has an easement whereby tickets purchased with a Gold Card could/can be used on the service. It was normally specified (by specific time for that train) in the fares manual but wasn’t mentioned on the TVM or the system they use at the counter. When I asked at Moreton the nice lady behind the counter told me it would be a few minutes as she’d have to search to check whether it was still in operation and which train it was I could use. I was able to speed things up by telling her which section it was normally in and the rough page number. On another occasion the ticket office was shut so I called National Rail Enquiries and asked them, it was then I discovered that they didn’t have any access to the Fares Manual. I called FGW▸ /GWR direct and asked them, who after a bit of transferring me around put me through to a nice bloke. He checked and told me that the train specified in the manual was not running anymore since the last but one timetable change, despite the manual being up to date. He gave me his name and said use the last train departing before 10am and if you are queried say you spoke to me and I have confirmed your Gold Card ticket is valid on that service. The Train Manager said he had no idea if that was correct as they don’t have the manual onboard and wasn’t too fussed with me using the reduced ticket. That’s the knowledge that I mean, isn’t on the TVM or the handheld, and normally requires access to the fares manual. |
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ChrisB
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« Reply #246 on: October 30, 2023, 19:59:02 » |
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GWR▸ attempting to compromise, and I expect other operators will come up with a remarkably similar set of proposals:
We anticipate that expected timescales will also change as we rephase our proposals to ensure no customers are left behind. Our proposal now is that stations with more than one window in operation will see some retail staff move from behind the glass of the ticket office in Phase 1 so they are closer to our customers. They will help customers use self-service machines, or digitally purchase, while also helping with any queues for tickets with their handheld ticket devices. Some retail colleagues will initially remain in Ticket Offices at the station offering wider support for customers, as well as offering advice and where needed help to purchase the full range of rail products.” Right so the poor sod at the station (who is no longer in the ticket office and is now roaming the station) is going to be able to answer a detailed question about e.g. easements from that station or ticket validity without needing to go back to the office (assuming one exists)? No point phoning National Rail Enquiries they don’t have a copy of the fares manual. Nope that just mentions tickets and not something like e.g. easements for Gold Card holders. So for example at Moreton In Marsh the last train before 10am weekdays (normally 09:30 or a few mins later) had/has an easement whereby tickets purchased with a Gold Card could/can be used on the service. It was normally specified (by specific time for that train) in the fares manual but wasn’t mentioned on the TVM▸ or the system they use at the counter. When I asked at Moreton the nice lady behind the counter told me it would be a few minutes as she’d have to search to check whether it was still in operation and which train it was I could use. I was able to speed things up by telling her which section it was normally in and the rough page number. Still there at 0953. See highlighted quote above. Moreton & the other single-window TOs are retaining them for some time (my guess is until the fares manual can be loaded or accessed onto/by these tablets). |
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1st fan
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« Reply #247 on: October 31, 2023, 00:13:30 » |
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Good point, I obviously can’t read.
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ChrisB
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« Reply #248 on: October 31, 2023, 08:19:47 » |
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It's 0819 on the 31st, and still nothing being reported. I wonder at what time we might get some reports?
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TaplowGreen
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« Reply #249 on: October 31, 2023, 08:23:30 » |
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It's 0819 on the 31st, and still nothing being reported. I wonder at what time we might get some reports?
1030 isn't it? |
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JayMac
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« Reply #250 on: October 31, 2023, 10:35:55 » |
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An announcement from the DfT» is expected shortly stating that the planned ticket office closure programme is being cancelled. https://www.bbc.co.uk/news/business-67263931 |
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"A clear conscience laughs at a false accusation."
"Treat everyone the same until you find out they're an idiot."
"Moral indignation is a technique used to endow the idiot with dignity."
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grahame
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« Reply #251 on: October 31, 2023, 10:59:17 » |
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https://www.bbc.co.uk/news/business-67263931 now says (updated 15 minutes ago) Plans to close hundreds of rail ticket offices in England have been scrapped.
Transport Secretary Mark Harper said the proposals did not meet "the high thresholds" set by the government.
The plans, which were put forward by train companies in a move to cut costs, sparked concern from unions and disability groups.
Passenger watchdog Transport Focus said it objected to the proposals, saying it had heard "powerful and passionate concerns" about the potential changes.
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Coffee Shop Admin, Chair of Melksham Rail User Group, TravelWatch SouthWest Board Member
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TaplowGreen
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« Reply #252 on: October 31, 2023, 11:09:28 » |
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https://www.bbc.co.uk/news/business-67263931 now says (updated 15 minutes ago) Plans to close hundreds of rail ticket offices in England have been scrapped.
Transport Secretary Mark Harper said the proposals did not meet "the high thresholds" set by the government.
The plans, which were put forward by train companies in a move to cut costs, sparked concern from unions and disability groups.
Passenger watchdog Transport Focus said it objected to the proposals, saying it had heard "powerful and passionate concerns" about the potential changes. Will be a great relief to a lot of people however I suspect the savings will now have to come from elsewhere? |
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IndustryInsider
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« Reply #253 on: October 31, 2023, 11:29:31 » |
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My goodness, I wasn't expecting a massive government U-turn like that. I can understand how Mark Hopwood and his contempories will be furious - the words from Mark Harper almost makes them look like the bad guys!
Still, I guess we should applaud this decision. I wonder how it will pan out in the coming years. The Unions will no doubt claim a massive victory (with some justification). I still think it is fair and reasonable to close some ticket offices, so am frankly amazed the whole process has been totally scrapped.
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To view my GWML▸ Electrification cab video 'before and after' video comparison, as well as other videos of the new layout at Reading and 'before and after' comparisons of the Cotswold Line Redoubling scheme, see: http://www.dailymotion.com/user/IndustryInsider/ |
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grahame
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« Reply #254 on: October 31, 2023, 11:35:10 » |
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Still, I guess we should applaud this decision. I wonder how it will pan out in the coming years. The Unions will no doubt claim a massive victory (with some justification). I still think it is fair and reasonable to close some ticket offices, so am frankly amazed the whole process has been totally scrapped.
Indeed. Any ... further "what now" thought welcome - especially by this evening as (health warning) I have been invited to talk about it on the local radio breakfast show tomorrow. |
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Coffee Shop Admin, Chair of Melksham Rail User Group, TravelWatch SouthWest Board Member
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