London Midland today launched a consultation with passengers and other stakeholders on proposed new opening hours for 86 of its ticket offices.
Across the rail industry, the ways in which passengers buy tickets is changing. London Midland now feels that the time is right to review its approach to selling tickets to keep pace with customer demand. The highlight of the review was that less than half of all tickets for journeys on our services are now purchased through our ticket offices.
Alex Hynes, Commercial Director for London Midland said: “We have looked carefully at how our ticket offices are being used and we now want to ensure that they are even more efficient and meet more closely the needs of our passengers. We are proposing a whole range of changes to our ticket office opening times, from minor changes of a couple of hours to recommending the closure of nine ticket offices.
“I want to reassure all of our passengers that London Midland will be taking action to ensure that our high standards of customer service will not be compromised by any changes we eventually make to our ticket office opening hours.”
To support the changes London Midland has also recognised the importance of reviewing station facilities needed by passengers. This has resulted in a decision to make further significant investment in its stations as part of a package of measures to ensure that high levels of customer service are maintained.
One important measure to support the changes is the proposed installation of an additional 29 new Ticket Vending Machines across the network.
At the same time a programme to upgrade help points will be undertaken at our stations, along with a raft of other measures that will ensure London Midland’s passengers continue to enjoy their journey experience.
If you would like more details of the proposed changes to ticket office opening hours, click here or see the poster currently being displayed at local stations.
