Edinburgh Waverley passengers in 'disbelief' as Network Rail considers information desk closure
MSPs urged Network Rail to consider other options, calling the news “very concerning”
Waverley station’s information desk faces potential closure as Network Rail re-examines their customer service offerings.
Passengers have reacted with “shock and disbelief” at the news, saying that the Rail Information Desk on the station’s concourse would be “sorely missed”.
Steven Ray who uses the desk on a regular basis said: “When the station is busy I often get flustered and confused, even though the desk is extremely busy at times, the desk staff are patient and considerate.
“Although there are other staff in the station, they don't appear to be as clued up as the desk staff. Indeed they mainly use their mobile phones and in some circumstances they've provided incorrect answers or simply directed me to the chaps at the desk.”
Network Rail, which staffs the information desk, are yet to make a final decision on the closure and are exploring alternatives to closure.
“The potential closure of the Waverley Information Desk is very concerning and people who use the station regularly will want clarity on proposed plans,” Edinburgh and Lothians East’s Conservative MSP Miles Briggs said.
A spokesperson for National Rail said they were considering taking a more collaborative approach to passenger information services at Scotland’s second busiest station.
They added: "No decisions have been taken regarding the future of the Customer Information Point. We are carefully considering all options and will continue to work with industry partners, before any final decision is reached."
It is unclear whether the changes would mean job losses.
Scottish Green Edinburgh Central MSP Lorna Slater urged Network Rail to retain the Customer Information Point.
“Digital information has its place, but it cannot replace face-to-face assistance, particularly for older passengers, disabled passengers, tourists, or anyone whose journey has been disrupted and needs help navigating their options.
“Any changes to passenger information services should improve the experience for travellers, not leave people struggling to find help when they need it most.”
Mr Ray has a hidden disability and turned to the information desk staff when struggling with the newly launched Scot Rail app.
He said the ongoing issue with the app demonstrates the importance of having human-beings you can speak to at the station.
Mr Briggs MSP has written to National Rail for more information and “to highlight the value” of the desk to passengers.