Confusion caused by Avanti’s new ticket machines

Around four months ago, a reader told me that Avanti West Coast had installed new ticket vending machines (TVMs) at Preston, and that these were so poor compared with conventional TVMs that many had given up trying to use them, causing queues at the ticket office.

To do something as basic as buying a local ticket that you use frequently, such as a local Off-Peak Day Return, users have to go through a process of selecting their time of travel in both directions.

Worst of all, the selection of trains has to be made using the 12-hour clock - totally against industry standards. As with the usual nonsense of journey planners, when you eventually select something, you’re then told your ticket is valid on any train anyway.

I took this up with Avanti and was told that the new TVMs offered ten languages, sell Advanced fares and allow you to choose a seat. It was admitted that many things need changing (so why introduce them before this is sorted?), and that it would take until July to allow the 24-hour clock to be used. Five months for a software tweak is nonsense.

A TVM is for rapid purchase of fares without having to go to a ticket office, not for selling Advance fares, so is this Avanti moving towards the abolition of ticket offices?

TVMs have now appeared at other stations. A reader told me last week that there was chaos at Birmingham New Street - the older TVMs had just been replaced by fewer than half the number of new ones, and people could not understand them.

Apologetic staff were on hand to try to assist. But, as with Preston, people were giving up and queuing at the ticket office. Staff volunteered that Network Rail had asked Avanti to hold off any new TVMs until after the Commonwealth Games, but this was ignored.

I am fed up with complaining, so told Avanti I needed a contact email address so that readers can complain direct, in the hope that Avanti can appreciate the depth of feeling.

I have been told anyone who wishes to complain should email customer.resolutions@ avantiwestcoast.co.uk.