Mr. Jim Meade:

The improved service will come from putting people on-board the service so that when a passenger arrives at an unmanned station, the person is there on the train to assist any user who requires it. That is not currently the case on our intercity services. The unmanning of stations is about bringing people from behind the booking office window because many of our interactions are now web-based or machine-based. The number of transactions through the booking office is quite small - barely above 10%. We now want to bring them to the front of house to interact directly with the customer and have more touch-time with the customer.