Re-training for train ticket staff

The front-line staff working for Northern Rail are to receive training to improve customer service following passenger feedback.

This comes just a week after a newsletter published by STORM (Support the Oldham, Rochdale and Manchester Rail Line) featured an incident at Manchester Victoria where a passenger was asked to pay double the fare because the ticket office at Rochdale wasn’t open and there was no visible guard on the train.

The story in the newsletter led to a number of similar incidents being passed back to STORM, many of which suggested re-training.

Mark Barker Client and Stakeholder Manager West Northern Rail told Rochdale Online: “We have had feedback from passengers which suggests improvements need to be made. Clearly we want our passengers to have a good experience and we need staff to be tactful, however, they also need to be mindful of those passengers that don’t pay their fair and try to get away with it.”

The ticket staff roles are contracted out to GS4 and following a new Revenue Protection contract it was felt training should be given.

Mr Barker added: “They do a very important job in not only checking tickets but assisting customers and we want to improve that.”

Richard Greenwood of STORM is pleased that the G4S staff will receive customer care training, he also thinks ticket machines could be useful, he said: “Northern are investigating the installation of ticket machines at most stations which will take payment by card. No cash involved so there is no temptation to break into them.

“Other stations have total ticket barriers like Leeds, Bradford and Blackpool and the trend is increasing.”