Letter received in reply to RMT (rail Union) campaign against proposed changes to station ticket office opening times/staff re-deployment.
(Somehow, I recall that during British Rail days there were enough staff to cover all this anyway- plus a few more, but then such 'slack' actually helped it run relatively better. I think I'd rather have that back, with perhaps a bit less slack than the current set up
I've been stuck in a queue at my local station and elsewhere wanting to buy a ticket, whilst only 50% or less of the windows were operating and people buying all sorts of tickets and wanting advice there and then. Meanwhile I and other people were wanting immediate tickets and the ticket machine was either broken or we didn't have the right change/notes or want to use a credit card at the machine- or wanted a quick query at the office aswell. This can lead to missed trains or having to buy on board (assuming no ticket barriers). )
Note the change from 'customers' to passengers' in the letter and just who are 'stakeholders'?
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South Eastern. Customer Services, Admail 3920,London SE1 122
Dear Mr......
Thank you for your response to the proposed changes to ticket office opening hours. Your objection has been recorded as an objection in principal to changes in ticket office opening hours.
We are reviewing ticket office opening hours because patterns of ticket purchases have changed over the last 10 years. South eastern Traind wants its staff to be on hand to help customers when and where they need them, whenever possible. It clearly makes little sense for staff to be occupied in ticket offices at times when few if any, tickets are bought. As well as planning to reduce nearly 100 jobs from our ticket offices we are introducing around 130 new jobs to improve passenger security, station presentation and revenue protection.
New ticket vending machines are currently being installed at many stations across our network. These are capable of issuing a full range of tickets, including weekly season tickets to most UK rail destinations. They also take a full range of credit cards , so passengers will still be able to buy tickets even wneh ticket offices are unstaffed at quiet times of the day.
The proposals are not intended to reduce the service levels to our passengers or cut jobs. We simply want to re-deploy staff to interact with passengers, to offer travel advice, tackle fare evasion, and above all to give passengers the security of having uniformed members of staff on platforms and on trains.
Any changes to ticket office hours will need approval by the Strategic Rail Authority before they are implemented. A formal consultation process is currentlt underway. Posters are at stations asking passengers and stakeholders to make their views and comments known.
We will be amending our proposals in light of the consultation and would welcome any specific comments you have on the proposed changes at your local station.
Your sincerely. Sarah Boundy, Head of Customer Services.
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