Passengers buying wrong tickets from machines – Transport Focus response

10 February 2017

Commenting on ORR’s mystery shop research into train ticket vending machines (TVM) Anthony Smith, chief executive of the transport user watchdog, Transport Focus, said:

“Our own research shows that ticket vending machines need to operate more like a human ticket clerk, steering people to buy the ticket that they want, rather than baffling them with too many options. They should also set out any restrictions such as peak and off-peak times.  The industry has recently published an action plan setting out improvements.  The ORR research increases the impetus for implementing the recommendations as soon as possible.

“ORR’s research shows that buying the right ticket from a TVM can be far too hit and miss.  Passengers need to be confident that they can buy the right ticket for their needs.”