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Commuters: We're not getting the service we pay for at Billericay station
7:20am Tuesday 22nd May 2012 in News
CONCERNS have been raised about the service on offer at a £1.4million revamped train station.
Billericay train station was unveiled to great fanfare in March and features an airy ticket hall and refurbished facilities.
But passengers claim a failure to introduce ticket barriers, “rude” ticket inspectors and the lack of a lift down to the Southend-bound platform to help the disabled shows people are not getting the service they pay for.
Problems came to a head last week when staff absence led to even longer queues in the ticket hall with passengers confronted with an army of ticket inspectors, despite them facing huge queues to even get one.
Sue Sinton-Smith, of Queens Park, Billericay, said that despite the refurbishment, customer service was no better.
She said: “Sometimes there is nobody to buy tickets from, but there are lots of people checking tickets. I think they are going to put in barriers and that will just increase the congestion.
“On the surface, the station looks good, but underneath there are still problems.”
Another passenger, Jo Huxley, 50, of Parklands, Billericay, said certain staff needed to improve their customer service skills.
She said: “I don’t think there is a problem with the tills, but some of the revenue experts have been curt to say the least – bordering on rude. It’s quite threatening.”
A Greater Anglia spokesman apologised for the problems at the station, which is used by about 8,000 people every day.
He added: “We are progressing with plans to install ticket barriers this summer.
“We’re also grateful for the feedback received and would assure all our customers we continue to make every effort to ensure the station is well presented and in good order.
“Any customer who wishes to raise a specific issue concerning the station should contact the local manager at Billericay who will be pleased to help.
“Unfortunately, a member of the ticket office staff was off sick at short notice. As quickly as possible we arranged for four additional members of staff with mobile ticket machines to assist with selling tickets.”