More than 200 modern ticket vending machines will be installed across the Southeastern rail network as part of a £9 million investment designed to make ticket buying quicker, easier and more accessible for passengers.
The first of the new machines are expected to be introduced before the start of the new year, replacing some equipment that has been in operation for more than two decades.
The programme reflects major changes in customer behaviour, with increasing numbers of passengers now using barcode tickets, digital season tickets and mobile apps to manage their rail travel. Many of the existing machines were introduced before digital ticketing became commonplace, prompting the need for an updated solution that can support both current and future ticketing requirements.
The new ticket vending machines (TVMs) will provide a significantly enhanced customer experience, featuring:
- Assistance to help passengers find the most suitable ticket for their journey
- A wider choice of ticket products and fulfilment options, including barcode ticketing printed on paper-roll tickets
- Faster, more intuitive touchscreen technology
- Contactless payment capability and Oyster top-up functionality
- Enhanced accessibility features, including high-contrast displays, adjustable-height screens and multiple language options
- Improved reliability and responsiveness through modern hardware and software
South Eastern Railway’s Customer Experience Director David Wornham said:
"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 TVM rollout forms part of a wider customer experience improvement programme being delivered by Southeastern. Alongside the installation of new machines, the operator is upgrading ticket office technology and introducing new handheld devices for ticket office and onboard teams.
The aim is to provide a seamless and consistent retail experience, regardless of whether passengers purchase their tickets through a station ticket office, a ticket machine, the Southeastern app or onboard a train.
The investment builds on enhancements already available through the Southeastern app, which enables passengers to purchase and store digital tickets, track journeys in real time and access one-click Delay Repay claims.
For rail industry professionals, the programme represents another step towards integrating digital ticketing, improving accessibility and modernising customer-facing technology across the network.
Image credit: Southeastern
