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Virgin Trains has launched hand-held ticketing devices across its network in the UK that will enable its customers to skip ticket office queues and purchase directly from station staff.
The long-distance operator has issued the tablet technology called Avocet in a bid to boost customer service.
This move reflects changes in banking and other retail sectors where employees have moved from behind screens and are interacting directly with customers.
With this system, station staff will be able to issue digital tickets to a mobile device, thereby reducing paper usage.
“Avocet is giving us flexibility. Our people can work behind a window, on the concourse, on the platforms or within the ticket machine vending area.”
It will also enable Virgin Trains staff to be more responsive to customer needs and to offer more support around ticketing, directions, onward travel advice and helping passengers with mobility issues.
The technology was launched across the West Coast network in August following several successful trials at major stations.
Virgin Trains director of digital projects Nick Dodd said: “Avocet is giving us flexibility. Our people can work behind a window, on the concourse, on the platforms or within the ticket machine vending area.
“We have also used the system in station car parks so customers do not have to walk to the ticket office. It’s about opening up our ticket offices and ensuring customers have better access to our frontline teams as well.”
He added: “This approach has been successfully adopted in banks and on the high street so it makes sense to introduce it at our stations, but we are taking this a step further as we are focusing on face to face engagement whilst making best use of the technology in a customer’s own pocket, their mobile phone.”
The post Virgin Trains rolls out hand-held ticketing devices to boost customer service appeared first on Railway Technology.
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