Rail Ticket Offices
Debate between Kevin Brennan and Huw Merriman(10 months ago)
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Huw Merriman
Yes; the way in which the ticketing and settlement agreement process works means that anyone can access it online, but they can also write. Details will be available at stations, and indeed online, explaining how people can write through to make their points about their stations.
I am grateful to my hon. Friend for meeting me and for doing so in a constructive manner whereby he was able to give me examples of his concerns, including tickets not being available within 15 minutes of travel. I have taken that point away because it forms part of the catalogue of changes that I want to see—the remaining 1% of tickets that cannot be purchased for that reason should be reduced towards 0%. I invite all right hon. and hon. Members who can give other examples to get in contact with me as well, because I will take those problems away and look at getting them fixed.
Kevin Brennan (Cardiff West) (Lab)
The hon. Member for East Worthing and Shoreham (Tim Loughton) was right: sometimes it is just too complicated to purchase a ticket without using a ticket office. I recently had that experience, and buying my ticket from the ticket office was £50 cheaper than if I had purchased it from the machine. I am afraid that the Beatles analogy he started is right: he’s got a ticket to ride, and he don’t care.
Huw Merriman
I was not even aware that I had started a Beatles analogy. Actually, this is more important than joking about music; this is about reassuring passengers that we can deliver a better experience but also an experience that they are very familiar with, in terms of the other transactions they make across the retail space. More and more people are doing that online, and they start doing it online by being taught how to do it. The idea is that ticketing staff who are currently behind glass, not seeing those passengers, will help to deliver that and ensure that those passengers have a better experience and do not need to queue up next time, because they can do it in a seamless manner. Where that operation does not exist because of the machine, we are looking to upgrade. I will take any examples he has, to ensure that passengers get the best price but can do it online or via a machine.