Southeastern Roll Out New Ticket Machines As Part Of £9M Upgrade

South Eastern Railway have confirmed that more than 200 new Ticket Vending Machines (TVMs) are to be introduced across their network, replacing machines that are in some cases more than 20 years old.

South Eastern Railway have confirmed that more than 200 new Ticket Vending Machines (TVMs) are to be introduced across their network, replacing machines that are in some cases more than 20 years old.

New machines will provide a more modern, accessible and reliable customer experience, including high-contrast displays and adjustable-height screens. 

Investment also includes upgraded ticket office technology and new handheld devices for frontline colleagues, as part of Southeastern's £9 million wider investment in stations, trains, digital services and infrastructure 

The first of the new machines are expected to be installed by the new year, providing customers with a "more modern, reliable and accessible experience". Many of the existing machines were installed at a time when digital ticketing was not widely used. Today, customers increasingly use barcode tickets, digital season tickets and mobile apps to plan and manage their journeys. The new machines have therefore been designed to better support how customers buy and use tickets today, while also providing flexibility for future developments.  

South Eastern Railway’s Customer Experience Director David Wornham told SFM News: "Our ticket office colleagues are at the heart of the service we provide, helping customers every day with everything from buying the right ticket to planning their journeys. This investment will support them while also giving customers more choice in how they buy their tickets. 

"We want buying a ticket to be as simple and straightforward as possible for our customers. Many of our current ticket vending machines have served us well for many years, but technology has moved on significantly and customers rightly expect a more modern experience. 

"This £9 million investment will transform how customers buy tickets at our stations, with new machines that are easier to use, more accessible and more in line with how people travel today. While our ticket office colleagues will continue to be there to share their extensive knowledge, provide support and manage ticket sales, the new machines will offer an additional convenient option for customers who want to buy tickets quickly and independently. 

"Alongside improvements to ticket office technology and handheld devices for our colleagues, these changes will help create a more joined-up, user-friendly experience for customers across our network." 

The investment also comes alongside wider improvements already available through the Southeastern app, which allows customers to buy and store digital tickets, track journeys in real time, and access one-click Delay Repay claim