MEMBERS of staff are having to man newly installed ticket machines after the confusing technology baffled customers and delayed ferry journeys on Windermere.

Onshore ticket machines were set up for users of the Windermere ferry in June but have been beset with problems, causing frustration to people wanting to cross the lake from Ferry Nab in Bowness to Ferry House in Far Sawrey.

Customers have reported having to navigate multiple menus, not getting change and being held up on the shore due to queues.

Now, Cumbria County Council has decided staff can operate the self-service machines on behalf of customers for the rest of the summer.

'Failed digitisation'

Councillor Ben Berry, leader of South Lakes Conservatives, suggested the new machines should be dumped in the lake.

He said: "This is classic Cumbria County Council. They hoped this failed digitisation exercise would make things easier and save wages but the opposite has happened with using the service now more complicated and with an increased cost to taxpayers.

"If the leadership of the council had any business sense, or common sense, we would have a customer focused solution that maximised the enjoyable use of this valuable highway crossing, instead we see politicians ducking and sticking their heads in the sand.

"These ticket machines should be thrown in the lake and users should receive an apology for this complete mess."

Bosses at Cumbria County Council said the move to digital ticketing was supposed to "improve efficiency" by letting staff concentrate on operational matters.

Under the new system, customers had to buy a ticket before boarding, with the machines taking debit and credit card for the first time.

Previously a member of staff on the ferry collected the fares from passengers, drivers and cyclists.

Customer feedback

New measures

A spokesman for Cumbria County Council said: "The introduction of automated ticketing machines is intended to provide a simple, easy to use service which removes the requirement for cash handling by our deck staff to enable them to focus on operating the ferry and being there in a customer service capacity.

"Difficulties with the technology and the introduction of this new procedure at such a busy time of the year have led to some challenges and we are grateful for the feedback received.

"In hindsight, phasing the introduction of this new method of payment and doing so at a quieter time of year, when challenges could be ironed out more easily, would have been preferable.

"In addition to feedback which highlights the challenges of this new system, we have also received positive feedback on the new payment method.

"Our aim therefore is to retain the positive aspects of the new system, whilst at the same time addressing the concerns that have been raised.

"This week we have introduced a number of measures designed to do this."

The authority confirmed ferry staff will help people operate the machines to speed up boarding and also take payments on point of entry.

New measures have also been announced, including an upgrade to machine software, installing an extra machine at each location and setting up more information signs.

The current Windermere ferry, Mallard, can carry up to 18 cars and more than 100 passengers, and operates throughout the year except Christmas Day and Boxing Day.

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