They were supposed to be easier and simpler.
A couple of years ago, the train companies decided to "simplify" the UK's range of rail tickets. Out went the old Saver, SuperSaver, Apex and a whole host of much-loved gobbledegook fares that took a railwayman (or woman) years to master.
In came just three ticket types: Advance, Off-Peak and Anytime. Simple, right?
But then the "mission creep" started. Something called a Super Off-Peak appeared. Then there were Anytime tickets but only on specific train companies. You could buy Advance tickets on the day. Hell, you don't even need a ticket - just show me a bar code on your mobile phone!
It's no wonder that the passengers got confused, and it's no wonder that they are wary of the ticket machines in the stations, as Passenger Focus has discovered. Unless you know exactly what you're after, then there's always a feeling that you're going to be paying over the odds in a way that you wouldn't if you spoke to someone in the ticket office, or on the train.
I saved a guy £5 today on his Glasgow to Edinburgh return, by selling him two singles instead. He was delighted, and my company actually made more money than they would have done*. But he wouldn't have made that saving by using the ticket machines in the station. They would have churned out exactly what he asked for - a full-price open return fare.
And therein lies the crux - as much as we live in a hi-tech world and can be plugged in 24/7 with all manner of knowledge at our fingertips, we still want those small human interactions during the day to ensure we're getting the best service and that we're not being taken for a ride by the machines.
*it's a long and confusing explanation!
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