Passengers' Panel

Earlier this year, I remember reading in your magazine that all old self-service ticket machines were going to be replaced. I am fed up with dealing with broken ones and wish they would accept credit cards. When can we expect to see the replacements?

I understand your frustration. South West Trains is in the process of introducing £12m-worth of new ticketing technology to our stations, including new self-service machines that will accept credit cards. Unfortunately, the machines we trialled last year did not meet the standards our passengers expect and deserve and we have decided to withdraw them. We are currently testing alternative machines, and hope to have them installed later this year. I’m sorry that this is taking longer than planned, but I assure you that everyone is doing all they can to iron these problems out. We understand how inconvenient it is when machines break down, which is why our aim is to repair old machines the next day if possible. Meanwhile, we’re making sure that we have more employees to sell tickets at our busiest stations.

Elizabeth de Jong, Head of Retail Development