The closure of ticket offices has led to numerous problems for both passengers and staff. We all know how frustrated the punters get when the machine keeps their money after timing out, or when they can't resolve issues they previously could have done with a ticket office.
It's chaos for us too, because the amount of time SAMFs now have to spend in POM rooms attending to faults with the machines means there a fewer staff available to assist in ticket halls. And with the issuing of "Customer Service ID" number log-ins for the POMs, and associated training, being patchy at best, the consequence is often that we're unable to resolve Oyster issues at all, frustrating customers further when we tell them they'll have to go to the station down the road to sort it.
Tell us again how all this adds up to "world class customer service"?