International Consulting and Technology group Magellan will deliver more than 200 new Ticket Vending Machines (TVMs) across Southeastern’s network, supporting the train operator’s major programme to modernise the way customers buy tickets at stations.
Customers will be able to access a wider range of ticketing products and fulfilment options, including barcode tickets printed on paper roll. The machines will support contactless payments and Oyster top-ups, with faster, more intuitive touchscreen technology.
The new TVMs will replace 20-year-old technology, with the first installations planned from early 2027.
The rollout is a key part of Southeastern’s previously announced £9 million investment in customer experience. Alongside the new TVMs, Magellan is also delivering upgrades to ticket-office technology and new handheld devices for frontline colleagues, creating a more connected, omnichannel retail experience across Southeastern’s stations.
Rail retail has changed significantly with customers now expecting greater choice in how they purchase and fulfil tickets, alongside the speed, convenience and simplicity they experience in other retail environments.
Magellan’s solution combines established rail-retail technology with modern front-end user experience. The programme will include a combination of card-only and card-and-cash machines, designed for robust performance in busy station environments.
“Supporting Southeastern’s digital transformation builds on our long-standing rail, mobility and e-transactional expertise in the UK, now combined with the breadth and scale of Magellan,” said Caroline Jéséquel, managing director of Magellan.
“It reflects our unique ability to cover the entire value chain – from strategic consulting and market-leading SaaS platform integration to the custom design, implementation and secure 24/7 operation of digital solutions in highly secure and sovereign environments. It’s this combination of rail-retail heritage and end-to-end delivery capability that positions Magellan to support operators like Southeastern as they modernise for the long term,”
Accessibility has been embedded into the design. High-contrast displays, adjustable-height screens and language options will help make independent ticket purchasing easier for a wider range of customers.
Built on a modular platform, the solution is designed to support future changes to fares, ticketing products, payment methods and customer-service requirements. It will integrate with Southeastern’s wider rail-retail, back-office and customer-service environment, while Magellan provides ongoing service management and support.
The programme reflects a wider shift in station retail. Digital ticketing and mobile purchasing continue to grow, but ticket vending machines remain an important choice for customers who want or need to collect or buy independently at the station.
Rather than treating physical and digital retail as competing channels, Magellan and Southeastern are focused on creating a more joined-up experience, enabling customers to choose the purchasing method that best suits their journey.
“Our ticket office colleagues are at the heart of the service we provide, helping customers every day with everything from buying the right ticket to planning their journeys,” said Southeastern Railway Customer Experience Director, David Wornham.
“While our ticket office colleagues will continue to offer expert advice, provide support and manage ticket sales, the new machines will offer a convenient option for customers who want to buy tickets quickly and independently. Alongside improvements to ticket office technology and handheld devices for our colleagues, Magellan’s end-to-end approach will help us deliver a more joined-up, user-friendly experience for customers across our network.”
Image credit: iStockphoto.com
