South Western Railway announces public consultation on station change proposals
- Alongside train operating companies nationwide, SWR is launching a public consultation on plans to modernise and update stations across its network
- Changes to customer service operations at 153 stations (out of 190 on the network) will be consulted on
- Proposed changes include training more colleagues to become multi-skilled, with a clear focus on helping customers
South Western Railway (SWR) is launching a consultation on a station change proposal, with new arrangements at 153 of SWR’s 190 stations to be consulted on.
The proposed changes include creating a single team of colleagues at each station, who will work together to help customers with different aspects of their train travel from journey planning to ticket purchasing.
The proposals would mean the closure of all ticket offices, but more face-to-face support for customers, greater visibility of colleagues throughout stations, and a higher proportion of colleagues trained to support customers with their retail choices.
The proposed changes would help modernise station retailing, for the first time since the rules on how to sell tickets were set well before the invention of the smartphone. These changes come as a result of the generational shift in customer behaviour and digital capability that has resulted in many other industries taking similar steps to modernise their customer experience.
The proposals would deliver a large-scale change in the operation of stations across the network and SWR are committed to working with customers, stakeholders and colleagues to ensure a smooth transition.
Full details of SWR’s station change proposals can be found at southwesternrailway.com/stationchange and customers have until 26 July to comment on the proposals via Transport Focus or London TravelWatch.
The consultation will close on 26 July and customers can respond via the websites of Transport Focus transportfocus.org.uk or London TravelWatch londontravelwatch.org.uk
