Ticket Office cuts and closures

We don't always need assistance

Submitted by Tubeworker on Sat, 31/03/2018 - 04:35

BTP seem to think they can step in to "help" during any conversation with a customer where there might have been a disagreement or where you've had to repeat something.

You've just told someone to top-up, maybe you don't think they should travel till they've sobered up or they are absent mindedly tapping their card on a 'No Entry' gate.

We deal with customers like this everyday, sometimes they get a bit annoyed when you intervene but most of the time we've handled the situation and we can move on.


Submitted by Tubeworker on Tue, 25/08/2015 - 20:43

We have been receiving messages from our respective unions telling us that this week's strikes are off, with an explanation that talks are making "progress". Perhaps we are supposed to just accept this without wanting to know more, but rank-and-file Tube workers do want to know more, and local reps are being pressed for answers that they do not have.

It is good to know that progress is being made, but surely this has happened because we had industrial action on, logically suggesting that keeping it on would lead to more progress.

Ticket Office Closure Trial: A Failure and a Farce

Submitted by Tubeworker on Tue, 07/04/2015 - 22:55

Two trial closures of Lancaster Gate Station ticket office resulted in chaos for customers and abuse for staff.

On the first day, the station was short staffed. No additional management were sent to assist. Staff were verbally abused.

On the second trial day, the ticket machines broke down; staff ended up allowing people to pay at their destination.

Timed Out

Submitted by Tubeworker on Sun, 08/02/2015 - 19:02

So a customer takes a bit too long buying a ticket from a machine, and gets timed out. So you can give them their money back, right?

Well yes, but only if you have a ticket office. Which presents something of a problem in a company which has begun closing all its ticket offices. Cue abuse of staff and many rightly frustrated passengers. Hardly world-class customer service, is it?

This is just a taste of the chaos that will engulf us if this carries on. Stop these ticket office closures now!

POM Upgrade Causes Confusion

Submitted by Tubeworker on Fri, 02/01/2015 - 14:04

Customers are struggling with the new, upgraded POMs.

The instructions are harder to follow, there is too much on each screen, and too many requirements to confirm your choice after you've already made it. Even the font is harder to read than previously!

This is causing quite enough difficulty with the ticket offices still open. If LUL management think this will serve all our customers' ticket-buying needs without a ticket office, then their judgement is not fit for the present, let alone the future.

No More Ticket Office at TCR?

Submitted by AWL on Sun, 21/12/2014 - 09:52

Tottenham Court Road ticket office will close its windows for the final time at the end of this week. The ticket office is closing as part of the Crossrail upgrade program, but will it ever re-open?

The drawings for the new station do contain a ticket office, but there is a question mark over what this space will be used for when the new station opens. No doubt LU has its eye on it as potential retail space and might already be getting on the phone to its friends at Tesco and Amazon.

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