Are ticket barrier really necessary?
Yesterday I was travelling back from London on the 15:30 train from St Pancras. A ticket barrier is now in operation at St Pancras and so I begrudgingly got my ticket out of my wallet, holding my coat, bag and a file in the other. Successfully through the barrier I found a seat, got out my laptop and settle down to prepare some notes from the meeting I had attended.
Seconds after we departed we were advised that a fully ticket inspection would now take place. Hang on a minute, I had just passed the challenge of getting my ticket in the machine whilst juggling the rest of my gear, now my ticket was to be inspected again. What is going on!
I decided to ask.
The Train Manager/Ticket Inspector came to our carriage and I raised my concern that my ticket had been checked by the barrier and now she was checking it again.
She explained that the machines are a bit useless for the following reasons:
The introduction of the barriers at St Pancras has meant that staff have stopped checking all tickets at the end of the platform and now check them on board, actually occupying a member of staff that was previously free to look after customers rather than inconvenience them further. It was clear she was not very impressed with the installation of the barriers.
I have stated in a previous blog that I hate ticket barriers they are an expensive, and if this is to be believed, an ineffective way of protecting revenue for the TOC. They offer virtually no benefit to the customer and are a hindrance to anyone carrying more than an umbrella.
I do not however have the same hatred of the Oyster Card system on the underground. Perhaps this is because it seems to be simpler to operate with hands full of baggage and I don’t have to queue to by a ticket before hand. Or maybe it is just that checking tickets on a metro system is very difficult and so the barriers make more sense.
Either way my dislike of ticket barriers grows.
I wish the industry would look at the whole journey experience and stop putting barriers (literally) in the way to people using trains.
This post was written by Steve JohnsonTags: Continuous Improvement, Lean, Railway, Steven Johnson, Ticket Barriers