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Unread 01-03-2017, 10:34   #1
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Default On Board Customer Service

The company’s corporate communication spokesman, Barry Kenny, declined to say which stations were being earmarked but it is understood about 37 are being examined countrywide.

Mr Kenny said it was hoped to deploy staff from stations to customer service on trains.

“With the availability of online booking, ticket vending machines for all customer — taxsaver commuter tickets, Leap Cards for example — customers are changing the way they engage with us,” he said, adding that 83% of all train tickets were now acquired through ticket vending machines, online booking, Leapcards, and Epurse products.

“Customers will still want and require customer service assistance, particularly onboard longer-distance services where many trains are currently driver-only,” he said.

Mr Kenny said staff redeployed from stations will be able to provide improved assistance for mobility-impaired customers, ensure seat reservations are observed, deal with onboard anti-social behaviour, and provide information during service disruptions, which would include arranging connections and transfers.

He hoped a new onboard service would be launched this summer but was unable to give a timeframe in relation to unmanned stations.
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