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Last updated: 03:24

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On board trains

To improve your journey with us, we’re looking to change how we’re doing things on board our trains.

Improvements on board our trains

To improve your journey with us, we’re looking to change how we’re doing things on board our trains.

Improving service on board our trains

To give you better service on board our trains, we're evolving the role of our on-board staff to focus more on customer service.

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.

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