Ticket Machines - Some people's thoughts....

On Wednesday it was plastered all over the news that ticket machines aren’t really that user friendly and as a result a third of queues at ticket offices had waiting times longer that the ‘industry standard’ of five minutes at peak times. This research was undertaken by Passenger Focus, an organisation that was set up to defend the rights of rail users, but who in reality are only listened to by the media. The Association of Train Operating Companies, Network Rail and anyone else in the industry rarely, if ever, take any notice of them. Now I could rant about ticket machines for ages, but in reality I have nothing to complain about. In all honesty I do not find them that confusing, but I acknowledge that it might just being a case of being well-versed in their operation to the point whereby it is second nature. My only gripe is when the touch-screens don’t work and I find myself repeatedly beating my finger against them like someone who needs a ticket to Narnia, but can’t find it. This said, I am also aware that my case is exceptional and many others do have problems.

Rather than discuss the results of the survey, which I felt was a highly imperfect one, I felt it would be far more interesting to get some views and experiences from my friends on the subject of ticket machines. Thus, I posted the BBC website’s article on Facebook and requested people’s opinions. However, what happened was that the discussion that started trailing off into lots of discussion about the quality of the railways generally and the various run-ins that a few of my friends have had with railway officials. Yet from amongst these I received some interesting comments.

Sarah said that she was “always paying over the odds” because she was “thick!” I think not Sarah. If anything has come out of the survey it is that ticket machines are confusing and sometimes do not show the cheapest price. However, this is what they are legally obliged to do. Simon followed this by saying that “I've picked up some very cheap tickets from the ticket office as opposed to the machines.” Therefore, as limited as this evidence is, my friends confirm that occasionally the ticket machines overprice which it seems from all prior pieces of evidence is not a new phenomenon.

But then again, Adrian recounted a story in which he was offered a ticket at the ticket office, as opposed to the machine which he was unable to use.

“I normally buy off-peak returns to Manchester Piccadilly from Thames Ditton or Surbiton, which allow me to make the inward journey at any time within a month. This, with my 16-25 railcard, costs me £45.60. When approaching a ticket kiosk the member of staff offered me a return for somewhere in the region of £120, even though the machine offered me my usual £45 snatch minutes earlier (but it wouldn't take my card). I even had an old ticket for a previous journey, which I showed him, and he paused, shrugged and said that £120 something was the price he was being shown. I then persuaded him to sell me a travelcard. This way I travelled to Euston and bought my usual £45 ticket from there.”

Therefore, it seems that there is not just a problem of ticket pricing at machines or at the offices, there is a very real problem somewhere in the software. If machines and offices are out of sync with each other this amounts to a form of corruption. Indeed, unless people are willing to check both the machine and the office prices, then this put the railway companies’ operatives in a position of power. Who has the correct knowledge, or time in this case, to be able to question what prices are presented to them? Very people I’m sure. Therefore, the companies can effectively stop people from receiving the cheapest prices. They might try to deny they do this, but the evidence is plain to see in the cases recounted by my friends and others.

Only Simon talked about the actual quality of the interaction with the machines. While in no way representative of the nation’s experiences, the lack of commentary on how user-friendly they ticket machines were in the discussion I started, possibly shows that the quality of this interaction is secondary to people’s concerns over receiving the correct and cheapest price. Simon said:

“I think the machines operated by South West Trains are okay. It's Southern's that are rubbish! You don't seem to be able to buy multiple tickets of a single type. However, Southern do provide Oyster services which SWT do not.”

In my own experience I have found that the difference between different companies’ ticket machines can make a very real difference in the quality of the buying experience. I agree with Simon that SWT’s ticket machines are okay, but they could be improved. The only other experience that comes to mind is East Coast’s machines which are very user friendly. I think, however, the report that Passenger Focus presented is quite poor because it was not a complete survey of ticket machine services across the nation. PF only looked at the machines operated by four companies (South West Trains, First Great Western, East Midlands Trains and SouthEastern). This is no way to run a survey and what is required is more data from which to draw conclusions. Indeed, if the Association of Train Operating Companies’ (ATOC) own figures show that ticket machine users are satisfied 7 out of 10 times, then there seems to be a discrepancy that can only put down to regional variations that haven’t been accounted for in PF’s work (even if ATOC’s figures can also be considered dubious).

Overall, I think that the process of purchasing tickets by all means, from machines, offices or online, needs to be looked at more carefully and using far better research. Perhaps there should be a standard machine or software? Or what about a poster with the prices of the most used tickets at each station? Of course, with such a fractured industry this is unlikely to happen. I think first we need to get the prices altered…oh dear, well, that’s another problem!

Document of the Day - SER Notice of Special Traffic

This is probably one of my most fragile documents because when I got it out of the packet it literally started to disintegrate. Indeed, I think in the year or so that I have had it I have never got it out and this is why I was unaware of its fragility. One of the questions that I think needs more research is how alike the operating procedures of Victorian Railway Companies were. If all the companies operated in similar or identical ways, this would mean that the room for new and innovative ideas regarding operating procedures and efficiencies would be reduced. If they operated in different ways information exchange and innovation may have been prevalent within the industry. This document from the South Eastern Railway in 1893 is interesting as it is almost identical in form, tone, appearance and procedure to those circulars regarding Special Traffic that were produced by the London and South Western Railway in the period. Therefore, this is a sign that many railway companies by the late Victorian period may have adopted similar, if not identical ways of of working, that may have meant that the industry was stagnating. Although, with just this one document as evidence, I can't make any conclusions really.

Document of the Day - How to load a wagon

Above and below are two examples of the approach that the Southern Railway had to the loading of wagons in 1934. The documents can be found in an appendix to the working timetable dated 26th March 1934. Clearly, as the railways used many small wagons, rather than large ones, their loading was of vital importance to make the most efficient use of the rolling stock and reduce cost. Thus, the company prescribed the way in which wagons should be loaded. It is unknown how they worked these methods out, but there is no doubt that in large part the person or persons who put together the appendix were drawing on decades old knowledge.

Document of the Day - Communications Receipt

While a little dull as documents go, this communications receipt is of interest in some respects as it shows that by the 1900s railway companies had long-established formal methods of communications with their customers. As shown the receipt above was pre-printed, however there were spaces were the required information could be written. Thus, this sped up the time it took for officials to actually reply to an individual in an era when everything was hand-written and quite slow.

Document of the Day - Urgent Train Messages

Above an below are two examples of 'urgent train messages' sent on the London and South Western Railway in 1911 and 1912 respectively. These were messages that were required to be sent quickly by a station master or official to any part of the line. They would be sent by handing them to the guard, who then in turn would make sure they would be delivered by their destination.

However, while the name of the documents are 'urgent' train messages, I think that our conception of 'urgent' is different from that of railway workers in the 1910s. We tend to think of an urgent message as something that can be conveyed immediately by phone, text or email. Yet, the railways worked on the principal of daily returns being sent from stations to HQ offices and officials once a day, and through the operation of many long-established working and trading arrangements. Thus, as the second UTM below details, 'urgent' may refer to changes in activities that may occur on the next day that there wasn't enough time to convey through the established channels. Therefore, 'Urgent' could refer to any change in operations that the station master or official became aware of after he had sent away his regular daily returns to the relevant office or individual; even if they had been sent up only 20 minutes beforehand,

Canadian Housing To follow the US?

There has been a lot of talk recently about the housing markets on both sides of the border going in the same direction. I do not believe this to be true as there is strong fundemtial differences between the two markets. First there is no recourse against the borroer that goes into default in the US. In canada we are liable for any shortfalls and if affects future home buying for a very long time. Secondly we do not have the current millions of foreclosure homes, bank repossed homes. We are still sitting at the cuurent lowest levels of mortgage deliquencies in Canada. With mortgage rates in Canada remainuing low and a strong banking system, we should not see the giant mortgage meltdown.

Document of the Day - New and Altered Signals Circular

This document is one of many circulars issued by the London and South Western Railway (L&SWR) to all District Superintendents, Station Masters, Enginemen, Guards, Signalmen and 'all others concerned' that alerted them to upcoming changes in the company's signalling arrangements along the line. This one was issued on the 10th of April 1907 and featured changes in only three of the four company's districts (Metropolitan, Central and Main Line). Circulars were documents that were produced in the same vein as other 'documents of the month' that I have presented, namely to alter established working patterns and alert staff of changes to operations. Thus, many were produced each month. But did this system of constant alteration of established patterns of working mean that no one looked seriously at actual working procedures? I possibly think this may be the case and it may be a factor that contributed to the decline in efficiency in the the late Victorian period. I am particularly fond of this document as it has changes to signals at Kew Gardens and I work opposite Kew Gardens station! Again, click to enlarge.