Improving our service onboard

Improving the customer experience

We're evolving the onboard roles to provide passengers with a better customer experience whilst on our trains.

Our plan is to evolve our on-board roles so they become more focused on providing excellent customer service on our trains.

We know that our staff already provide help and assistance, but their primary role is checking tickets to target fare evaders and protect revenue from ticket sales. Every staff member will now receive training to help to expand the customer service element of their role to provide our passengers with a better experience when travelling with us.

The new role will include:

  • Providing journey information (such as connecting onward journeys or current service updates)
  • Providing assurance and assistance to passengers
  • Checking and selling tickets
  • Revenue protection, including the issuing of penalty fares