Further to the letter about on-board supervisors selling tickets ( Open Access, RAIL 833), all our on-board supervisors are trained to check and issue tickets as well as give travel advice and general assistance. It is very much part of their job.
The changes we finished making in January mean that the second person on board is now freed up from closing the doors (which can be done safely by the driver on modern trains fitted with in-cab equipment). This allows them to focus on moving through the train, making themselves more visible and providing great customer service.
We’ve had really good feedback from passengers praising their work. The comments are many, but this one (I thought) summed it up well: “My mother-in-law has osteoporosis and could not find a seat. The excellent on-board supervisor called Hasad got her a seat and was a true gent.”
Another wrote in to say: “Tim is an excellent new member of staff. He makes clear and effective announcements with correct network advice. He interacts with passengers in a friendly and professional manner.” Angie Doll, Passenger Services Director, Southern and Gatwick Express