{"id":243163,"date":"2023-07-26T14:03:36","date_gmt":"2023-07-26T14:03:36","guid":{"rendered":"https:\/\/www.c2c-online.co.uk\/?p=243163"},"modified":"2023-07-27T08:38:50","modified_gmt":"2023-07-27T08:38:50","slug":"customer-consultation-on-the-future-of-station-ticket-offices-extended-to-1-september","status":"publish","type":"post","link":"https:\/\/www.c2c-online.co.uk\/media-centre\/latest-news\/customer-consultation-on-the-future-of-station-ticket-offices-extended-to-1-september\/","title":{"rendered":"Customer consultation on the future of station ticket offices extended to 1 September"},"content":{"rendered":"<p><b>[26 July 2023] <\/b><span style=\"font-weight: 400;\">Trenitalia c2c, along with train operators across the UK, has extended the public consultation for feedback on plans to modernise customer service across the rail network by an extra five and a half weeks.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The consultation, part of a nationwide review of current ticket office usage, has been extended to September 1st. By increasing the time available, it is hoped that more people will have the opportunity to have their say on changes to how tickets are sold at stations in the future.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Together with the extensive and on-going engagement with accessibility groups, as well as the independent passenger watchdogs scrutinising the proposals, the responses will shape final plans so that all passengers are supported as railway retailing is updated for the smartphone era. In addition to these proposals, c2c is introducing pay-as-you-go and barcode-enabled ticketing later this year to help customers outside London travel more flexibly and conveniently.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The consultation comes after a dramatic reduction in the number of customers purchasing tickets in person at station ticket offices. When the rules on selling tickets were set in 1995 &#8211; prior to the invention of the smartphone &#8211; 85% of all tickets nationally were sold at ticket offices. This has significantly reduced to just 35% for c2c in 2023, and will further drop significantly once new ticketing options are enabled across the network as seen elsewhere in the country.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The proposals include staff moving out of ticket offices and on station platforms, concourses and ticket halls as well as adopting new \u2018customer help\u2019 roles, which are already in place in many parts of the UK rail network, offering more face-to-face support to customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Independent passenger watchdogs Transport Focus and London Travel Watch are facilitating the consultation, which could see the closure of a number of ticket offices across the network as staff take on more visible roles in<\/span><span style=\"font-weight: 400;\"> the station environment.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The consultation comes as the industry continues to face long-running industrial action by rail unions RMT and ASLEF over changes necessary to bring the railway up-to-date and make it sustainable in the long term, with revenue continuing to average at 25% below pre-pandemic levels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Rob Mullen, c2c\u2019s Managing Director, said: \u201cWe are pleased customers have more time to respond to this consultation and continue to encourage people to come forward with feedback on these proposals.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cThe way our customers buy tickets has changed and we need to ensure the railway offers an experience that reflects that. With the vast majority of tickets available at ticket vending machines or online, this change will see our station colleagues able to provide a more personal experience for our customers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201c<\/span><span style=\"font-weight: 400;\">We are especially keen to hear the views of passengers who have physical accessibility needs<\/span><span style=\"font-weight: 400;\"> or those with hearing or visual impairments. I want to reassure these customers that the <\/span><span style=\"font-weight: 400;\">proposed reforms will not affect our ability to provide assistance for those needing support from our colleagues, either on demand at the station or by booking in advance.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8220;c2c has extensively invested in replacing multiple outdated legacy UK ticket systems, with Trenitalia&#8217;s fully digital PICO system. PICO has made it easier for customers to buy their own ticket because it automatically recommends the best value fare; with the new customer help roles we can ensure our teams are available to provide customer service,\u201d he added.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ticket office facilities will remain open at some of our key stations and interchanges, selling the full range of tickets while the transition takes place. Following these changes, if a customer is unable to buy a specific ticket before boarding the train because it is unavailable at the station, they would be able to buy one during their journey, at a ticket office en-route, or at their destination.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">All 26 c2c stations are included in the consultation, with customers invited to share their thoughts and feedback before 1 September.<\/span> <span style=\"font-weight: 400;\">For more information on the consultation visit: <\/span><a href=\"https:\/\/www.c2c-online.co.uk\/consultation\"><span style=\"font-weight: 400;\">www.c2c-online.co.uk\/consultation<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To find out more about these reforms across the country, please go to <\/span><a href=\"https:\/\/www.raildeliverygroup.com\/customer-focused-stations\"><span style=\"font-weight: 400;\">www.raildeliverygroup.com\/customer-focused-stations<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>[26 July 2023] Trenitalia c2c, along with train operators across the UK, has extended the public consultation for feedback on plans to modernise customer service across the rail network by an extra five and a half weeks.\u00a0 The consultation, part of a nationwide review of current ticket office usage, has been extended to September 1st. [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[2652,2654],"tags":[],"class_list":["post-243163","post","type-post","status-publish","format-standard","hentry","category-latest-news","category-news-articles"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.4-RC1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer consultation on the future of station ticket offices extended to 1 September | Trains to\/from London, Southend &amp; Essex with c2c Rail<\/title>\n<meta name=\"description\" content=\"For trains to and from London, Southend and elsewhere in Essex, plus timetables, ticket sales, information and events and offers, visit c2c-online.co.uk\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" 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