Tim Loughton
Main Page: Tim Loughton (Conservative - East Worthing and Shoreham)Department Debates - View all Tim Loughton's debates with the Department for Transport
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Tim Loughton Excerpts(1 year, 4 months ago)
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Huw Merriman
It is because we want to give that better customer experience, so that more passengers are seeing more staff at the stations to help them with information, make them feel more secure and welcome, help them purchase a ticket, and do so in a manner where those passengers are used to transacting across the space. I very much hope the hon. Lady will see a better staff experience as a result and therefore even more people will be attracted on to rail.
Tim Loughton (East Worthing and Shoreham) (Con)
My hon. Friend is a good Minister and a good friend, but I think even he knows he has a tough gig this morning. To use his Beatles analogy, can he not just let it be? I queue up at my ticket office every Monday morning. There is always a queue of people wanting route advice, people with disabilities who cannot use the machines and people wanting refunds. I have to queue because I have an open flexible ticket, as many Members do, that I cannot get from the machine. Will roving members of staff be subject to statutory regulation? At the moment, ticket office staff are the only staff subject to statutory regulation, so I might not even be able to find a roving member of staff to take me to the machine, to request a ticket that the machine will not give me. It is not going to work, is it?
Huw Merriman
The Beatles analogy rather flew past me, I am afraid. Let me repeat the statistic to my hon. Friend: 99% of all tickets can be purchased from a ticket machine or online. In terms of the 1% we need to work on, I have asked the industry and officials to speed up the process, so that more tickets can be purchased in that manner and ticket machines can be changed so that that can occur. I seek to work with my hon. Friend to convince him that that is the right approach.
As the former Chair of the Transport Committee and having spent all my time on transport since I became a Member, I would not be making this statement if I did not believe this was the right thing for the railway and for passengers. That matters to me hugely. I am not a stooge; I do this because I think this is the right thing to do, it will create a better passenger experience and it guarantees our future in rail.