Latest Rail News

09.07.15

Arriva Trains Wales to pilot new video customer support technology

Arriva Trains Wales (ATW) is piloting new video customer support technology for the first time in Wales at two stations. 

The operator’s ‘Video Assist’ Ticket Vending Machine (TVM) is being piloted at two stations – Llanelli and Barry Docks – to ensure that rail passengers get the best priced ticket for their journey, as well as providing live real-time updates and information on the train services running. 

The technology, which uses a proprietary system similar to Skype, will help connect customer with an ATW customer services advisor based at its headquarters in Cardiff Central. 

The ‘Video Assist’ TVM will be open from 11am until 6pm Monday to Friday; supplementing the normal opening hours of the station ticket offices. 

If the initial pilot is successful, ATW says it hopes to roll out to more stations across Wales later this year. 

Lynne Milligan, ATW customer service director, said: “By bringing a local friendly member of staff directly to your ticketing vending machine screen via this new technology, we believe we can make it more of a personable and relaxed experience for the user. 

“It will help resolve any queries that much quicker and provide that extra support to our manned station ticket office in those busy periods.” 

(Image: c. Mattbuck)

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