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Rail operator Govia Thameslink (GTR), which runs the Gatwick Express, Great Northern, Southern and Thameslink rail franchises, is to replace an outdated desktop ticketing issuing service (TIS) with Worldline’s @Station mobile ticketing service.
GTR is currently at the midway point of a transformation plan it hopes will enhance the travelling experience for passengers after a string of high-profile failures and disruptive strikes – notably on the Southern network – and believes adopting new ticketing technology will be an important part of this process.
Worldline’s @Station system comprises a mobile point-of-sale (POS) system with “queue-busting” capabilities, as well as cross and upselling options for Rail Settlement Plan (essentially tickets for journeys across multiple franchise operators) and non-Rail Settlement Plan products.
“As the UK’s largest rail franchise, utilising the most operationally sound technology is critical to the logistical success of our network and the customer experience we offer,” said GTR business improvement director Alex Foulds.
“We are confident mobile POS for ticket issuing and retailing other products will improve passenger service, increase the speed of customer interaction and enable payments to be processed faster.
“The agreement with Worldline comes as we work to improve our customers’ experience amid our transformation of the busiest part of UK’s rail network,” he said.
The new deal builds on an existing relationship; GTR already uses Worldline for on-board ticket issuing, and recently bought 585 mobile on-board ticket issuing units from the supplier.
The @Station service shares the same back-office architecture as the on-board system, and the operator hopes to use this to its advantage to generate operational efficiencies – since staff are already familiar with the user interface, it will likely save on training and support.
“I am thrilled GTR has chosen Worldline to transform its ticket issuing and product retailing capabilities,” said Worldline’s UK regional business unit managing director Lisa Coleman. “Worldline has more than 30 years’ experience in rail retail, with a product portfolio that spans online, consumer mobile app, on-board and on-station channels.
“We also have a solid portfolio of operational systems. I look forward to a highly successful partnership.”