Southeastern is investing £9 million to make it quicker and easier for customers to buy and use train tickets, with more than 200 new Ticket Vending Machines (TVMs) being introduced across its network.
The first new machines are expected to be installed by the new year, replacing machines that, in some cases, have been in service for more than 20 years and will provide customers with a more modern, reliable and accessible experience.
Many of Southeastern's existing machines were installed at a time when digital ticketing was not widely used. Today, customers increasingly use barcode tickets, digital season tickets and mobile apps to plan and manage their journeys. The new machines have therefore been designed to better support how customers buy and use tickets today, while also providing flexibility for future developments.
The new TVMs include a range of customer-focused improvements, including:
- Support to help customers find the most appropriate ticket for their journey
- A wider range of ticketing products and fulfilment options, including barcode ticketing on paper-roll tickets
- Faster and more intuitive touchscreen technology
- Contactless payments and Oyster top-up
- More accessibility features, including high-contrast displays, adjustable height screens and language options
- Improved reliability and responsiveness through modern hardware and software
South Eastern Railway’s Customer Experience Director David Wornham said:
"Our ticket office colleagues are at the heart of the service we provide, helping customers every day with everything from buying the right ticket to planning their journeys. This investment will support them while also giving customers more choice in how they buy their tickets.
"We want buying a ticket to be as simple and straightforward as possible for our customers. Many of our current ticket vending machines have served us well for many years, but technology has moved on significantly and customers rightly expect a more modern experience.
"This £9 million investment will transform how customers buy tickets at our stations, with new machines that are easier to use, more accessible and more in line with how people travel today. While our ticket office colleagues will continue to be there to share their extensive knowledge, provide support and manage ticket sales, the new machines will offer an additional convenient option for customers who want to buy tickets quickly and independently.
"Alongside improvements to ticket office technology and handheld devices for our colleagues, these changes will help create a more joined-up, user-friendly experience for customers across our network."
The investment in TVMs forms part of Southeastern's wider programme of improvements to make rail travel easier and more convenient for customers.
Alongside the rollout of new ticket vending machines, Southeastern is upgrading ticket office technology and introducing new handheld devices for our for our ticket office and on-board colleagues. Together, these improvements will help create a more consistent experience whether customers buy a ticket from the ticket office, a machine, through the Southeastern app or onboard a train.
The investment also comes alongside wider improvements already available through the Southeastern app, which allows customers to buy and store digital tickets, track journeys in real time, and access one-click Delay Repay claims.
