Train operator First Great Western has completed a major project to replace almost two hundred ticket machines dating from the 1980s used by station staff across its network.

The last of the ageing APTIS machines was consigned to history at Cholsey station in Oxfordshire. APTIS has been replaced by a new hi-tech system called “STAR”, developed by Fujitsu Services.

It is designed to improve customer service by allowing Advance Purchase and complex journey requests to be processed more quickly, while the most popular tickets can be issued with just two presses on a touch screen.
The new system has been installed at ticket office windows from Plymouth in the west, to London Paddington in the east, a total of 51 stations. It is used by staff to sell tickets, and supplements a range of self-service automatic machines for customer use at stations.

It also allows smaller stations to sell a wider range of tickets, and because the system stores fares between every station in the country, means staff do need to refer to paper manuals for routes outside the region. The system incorporates Chip & PIN machines to reduce credit card fraud.

Tom Stables, First Great Western’s Commercial Director said: “We started ripping out and replacing the APTIS machines virtually as soon as we were granted the Greater Western franchise for the next ten years. Replacing the system with more reliable, 21st century technology will mean we’ll be able to offer a better service to our customers. We’ve promised to invest £200m in our stations, trains and customer service and the prompt replacement of the APTIS system shows we’re delivering on our promises.”

First Great Western’s sister rail companies, FirstScotRail & First TransPennineExpress are already using STAR, taking the number of machines procured by the First companies to over 400.

The replacement of standalone “APTIS” machines with networked PCs means standard hardware can be more easily maintained, and faults can be fixed remotely, ensuring a more consistent service for customers. Ticket office staff will also be able to use the systems to access other information sources such as the First Great Western intranet.

First Great Western staff have attended a training course in the use of the system, with additional training for employees not familiar with using a PC.

The stations which have been fitted with the STAR system are: London Paddington, Acton Main Line, Ealing Broadway, West Ealing, Castle Bar Park, Hanwell, Southall, Hayes & Harlington, West Drayton, Iver, Langley, Slough, Windsor & Eton Central, Burnham, Taplow, Maidenhead, Furze Platt, Cookham, Bourne End, Twyford, Henley-on-Thames, Reading, North Camp, Reading West, Mortimer, Bramley, Theale, Thatcham, Newbury, Pewsey, Tilehurst, Pangbourne, Goring & Streatley, Cholsey, Didcot Parkway, Oxford, Charlbury, Kingham, Moreton-in-Marsh, Evesham, Swindon, Chippenham, Bath Spa, Bristol Temple Meads, Bristol Parkway, Taunton, Tiverton Parkway, Exeter St Davids, Newton Abbot, Totnes and Plymouth.