SWR public consultation launched amid ticket office closure plans
Salisbury and Tisbury station's offices are earmarked for closure
With plans to close ticket offices at Salisbury and Tisbury train stations, South Western Railway (SWR) has launching a public consultation on the proposals.
Among the suggested changes is the creation of a single team of staff at each station to help customers with various aspects of their journey.
SWR say that there would be more face-to-face support for customers despite the closure of ticket offices.
'Re-skilling' staff
SWR have said that the closure of ticket officers would mean more staff trained to support customers, saying the move would offer opportunities for career progression through 'comprehensive reskilling',
Claire Mann, SWR Managing Director, said: “By multi-skilling our colleagues, we can offer a customer service that aligns with what customers actually want and need, in line with their expectations from modern retailing.”
She added that technology had already catered significant change, with 75% of passenger journeys being made using smart media.
Not a popular move among locals
However, when speaking to commuters outside Salisbury station, many felt ticket office staff were needed.
One man explained how a ticket office staff member had helped him find a better deal on his journey, saving him almost £300, while a visiting couple from Finland said they had needed help finding which platform their train departed from.
Another man visiting the country put it quite simply: “I don’t think that’s a good idea, people need jobs.” The same man added: “I just had a problem with the machine, so if there’s nobody here and it’s closed, it’s going to be a serious problem.”
A woman told us that she had needed help after making an error with her online booking. “I’m in such a muddle with it,” she told us, “If you’re struggling with a booking, it’s so much better to speak to someone.”