Proposals for changes in how tickets are sold and customer service is provided at railway stations are now out for public consultation, and Greater Anglia is reminding anyone with comments that they must be submitted by next Friday, 1 September.
Greater Anglia has published details for all its stations involved on its website at www.greateranglia.co.uk/consult, which also includes contact details for the relevant passenger watchdogs.
For Greater Anglia, the plan is that all 54 of its stations that currently have ticket offices would switch to a new model of retailing.
However, Customer Information Centres at the seven major stations at London Liverpool Street, Chelmsford, Colchester, Ipswich, Norwich, Stansted Airport, and Cambridge would sell a full range of products, as well as provide help with more complex transactions.
At some of the other 47 stations, staff would be available at similar times as now, but at the remainder, staff would only be available for fewer hours than today, and at the busiest times. These arrangements are similar to those already in place at Bury St. Edmunds and Cambridge North stations.
Every station affected by the proposals already has ticket machines. They also have an assistance button that enables customers to contact Greater Anglia's Customer Contact Centre in Norwich 24 hours a day for guidance or assistance with their ticket purchase.
Under the proposals, no station would be unstaffed, and they won't affect the provision of other station facilities such as waiting rooms and toilets. Passenger Assist would still be available, with mobile assistance teams providing the requested support.
Details of the proposals and arrangements for submitting comments are on Greater Anglia's website at www.greateranglia.co.uk/consult. Further information and Q&A answers are available from the Rail Delivery Group at http://raildeliverygroup.com/customer-focused-stations.
Jamie Burles, Greater Anglia managing director, said: “The station proposals are aimed at providing a more modern and flexible service for our customers. They reflect the more convenient ways in which passengers are looking to buy their tickets and check travel information.
“Station colleagues would undertake a new, more flexible role – bringing staff closer to customers. Passenger assistance arrangements would continue as they do now, from first to last trains, but with additional mobile teams to give greater flexibility in providing assistance across the network.
“More details, including information about each station covered by the proposals, can be found on our website.
“Any comments or feedback should be provided to Transport Focus, or where appropriate, London TravelWatch, before the end of the public consultation process on Friday 1 September. So anyone wishing to contribute to the consultation is encouraged to provide their comments or feedback by the deadline.”
