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c2c launches campaign to tackle ticket office queues

New “how to” videos will be available online. 

c2c is bringing in new measures in an effort to reduce queues at ticket offices. 

The train operator is planning to make improvements in four key areas, starting with upgrading the software of their ticketing systems. Recent changes helped fix 80 bugs and glitches, reducing faults and speeding up transaction times.

It follows regular complaints from customers about delays to their journey times over the last six months. One regular complaint about the new ticket machines was the need to enter the name of the station passengers are travelling from.

To give commuters another way to buy their ticket online, c2c is launching on app in summer. Smartcard tickets are also going to be made more available at stations. 

Meanwhile, the train operator says it will have more staff in ticket offices during busy time to help those who buy their ticket in person. There will also be more gate-line staff to prevent fare dodgers. 

All of the measures are set to be supported by more advice for customers in the form of FAQs tackling common complaints and drop-in sessions. There is also going to be “how to” videos which will be played in stations and available to view online. 

“We know our customers have faced too many problems when buying their tickets over the last six months, and we’re sorry for all the frustration this has caused,” said c2c Managing Director, Julian Drury. 

“Some of the improvements are already in place, while others will follow in the coming weeks and months. We know it will take time to rebuild the faith of our customers, but we intend to get there. We are investing time, effort and money to reduce the queues and to make our ticket systems as reliable and efficient as our train service is.”

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