Rail ticket machines confuse
AARAIL ticket machines are confusing which leads to passengers overpaying for fares, said an industry watchdog yesterday that called on train companies to simplify the system.
Research conducted by Passenger Focus found that overly complicated ticket machines found in UK train stations forced customers to pay higher fares and wait in longer queues.
The consumer watchdog argued that automated ticket machines in train stations presented passengers with “bewildering jargon, a barrage of information and incomplete information about ticket restrictions” resulting in the purchase of overpriced tickets.
Anthony Smith, Passenger Focus chief executive, said: “As a result some passengers would rather queue to speak to a member of staff, buy more expensive tickets than they need to or just give up and join the ticket office queue.”
Smith struck out against the complexity of the machines and called on train companies to provide better information to passengers and have more staff available to help with transactions.
The time spent using the ticket machines was also the cause behind lengthy queues during peak travel periods.
According to the watchdog’s research, queues usually exceeded the industry’s standard of five minutes waiting time.
FAST FACTS | MACHINE COMPLAINTS
Ticket machines use “bewildering jargon” and give customers a “barrage of information”.
Ticket machines cause passengers to pay more than they should for tickets.
Ticket machine confusion causes queues.