scope:

This Standard applies to the following ticketing services provided to customers primarily in LUL stations:

• Ticketing services and information;

• Ticket office window service;

• Ticket purchasing / selling;

• Ticket checking; etc

• Ticketing brand values.

This Standard does not cover detailed information on staff duties, services provided, machine specification, and customer information. This Standard does not cover non customer-facing issues.

This Standard addresses and supports customer service delivery issues of:

• Ticketing;

• Branding;

• Customer-facing staff; and

• Customer needs

insofar as they relate to customer-facing ticketing services.

Purpose

The purpose of this Standard is to define the requirements for customer-facing ticketing services.