I find buying online a lot of faffing around, typing in numbers, waiting for screens to load, has it gone through etc.
Buying from a human is generally much easier (even when I have to talk them through what ticket I want).
I have no problem with technology, but buying tickets on a smartphone app has given me loads of problems in the past - including many situations where not all tickets are available.
Like tickets missing on the GWR app, which has been fixed because of me mentioning the problem here and someone being proactive to sort it in a matter of days. Joe Public generally doesn't have such 'access' and probably would end up paying more.
I see at Hatfield that GoVia is saying that following feedback it is temporarily suspending its plans, but I think that if you quickly read it you might get the impression that they've decided against their plans. Of course, read carefully and it's clear that they haven't scrapped their plans - just delayed things.
I think a lot of people might now think they won, without realising that the pressure needs to be kept up or else the changes will still happen right underneath our noses.
Yesterday was a good example of the chaos of having no ticket window. Only one window was in operation at Hatfield when I got there at 1740, but as I arrived the window was closed with a board showing it would re-open at 1810.
The TVM out front was out of service, and hardly anyone knows about the one at the back (outside). So the queue for the two remaining machines quickly became huge. Contrary to what Govia might think, not everyone going into London after 5pm is a season ticket holder - indeed, from what I saw waiting for my train, most people need to buy tickets.
When the man at the gate noticed the queues building up, he advised people to go around and use the other TVM and soon there was quite a queue there too.
Clearly GTR needed BOTH windows open and sufficient staffing to keep them open even if one member of staff is due a break. The thought of closing the windows permanently just can't work as it does on the Underground because too many people are needing to buy tickets, not just tap in with a smartcard or CPC.
So some staff will be moved out from behind a window and will be switched to floor-walking with a mobile sales device instead?
There's absolutely no reason why a device that's connected to a WiFi service within the station will have any less functionality than a desktop device. Stand with the customer, working through the options on a decent size screen then send to printer - either about the person or nearby...
Perhaps they are doing it themselves before a competitor starts providing the service in major Network Rail operated station? Essentially all it would just be an ATOC travel agent licence and engage with one of the software and hardware providers. I believe the commission rate is around 3%
How much could someone with "chugger" experience earn at a major station by selling tickets whilst walking the customer to the relevant platform?
I would have no problem if the railway AS A WHOLE (i.e. ATOC and DfT working together) had a set plan to change things.
Perhaps setting a date 5 or 10 years in the future, whereby ticket windows will be shut nationally, and staff retained and relocated on the platforms/concourses to aid passengers.
And within that timeframe, we would have smartcards introduced that work throughout the UK rail network, simplified ticketing (let's not debate the pros and cons here!), CPC acceptance, payment by phone or whatever.
In other words, once we have the technology in place to allow people easy travel without needing to go to a ticket window, then you can seek to close them.
What some TOCs appear to be doing is looking at London and thinking what a wonderful idea it is to replicate it, when the circumstances are totally different.
I still can't use The Key to travel into London, even though it was almost a year ago that I first used it successfully to buy a point to point ticket. Everything on posters still suggests Govia thinks the Key is just for season ticket holders. I see no evidence that they're in any rush to extend it to normal day tickets, or introduce PAYG. Yet, they tried to rush ticket office closures in less than a year.