SOUTH WEST TRAINS STAFF REFLECT ON 21 YEARS WITH STAGECOACH
TERRY JOHNSON, TICKET OFFICE CLERK AT LONDON ROAD
‘I am proud to have been delivering customer service to rail passengers for the past 29 years. For 21 years, I have been with Stagecoach South West Trains and I have genuinely enjoyed every single day - my passengers and colleagues will testify to this.
‘The biggest changes I’ve noticed have been around the computerisation of everything we do. When I first started, the job was a lot more complex and we couldn’t rely on anything digital.
‘If I was notified of a delay or cancellation of services by my colleagues at Guildford station, I would get on the phone to call up Clandon – the next station on the line to pass the message on. They would then inform Horsley and so on until it reached the end of the line.
‘If I wanted to get messages out to passengers on the platform I would use a battery-powered tannoy system.
‘Nowadays everything is automated - customer information screens, station announcements, timetables. Passengers can often get hold of information at the same time as us, so the dynamic has certainly changed.
‘I’m sure there will continue to be many more changes in the years ahead and I loo…
