Train ticket jargon is causing stumped passengers to shun ticket machines in favour of buying from staff.
Train companies are being asked to simplify the ticket machines as Basingstoke was found to be one of the worse stations for ticket office queuing times.
Watchdog Passenger Focus found that even when ticket machines stood empty passengers wanted to talk to staff when buying their tickets.
As a result, nearly half of queues for tickets at Basingstoke Station are longer than three minutes – the recommended maximum waiting time.
“Ticket machines can present bewildering jargon, a barrage of information and choices as well as incomplete information about ticket restrictions,” said Anthony Smith, Passenger Focus chief executive.
“Passengers catching a train for the first time or buying a different type of ticket from their normal one may well be defeated by ticket machines. This stress adds unnecessary pressure to buying a ticket.
“As a result some passengers would rather queue to speak to a member of staff, buy more expensive tickets than they need to or just give up and join the ticket office queue.”
The watchdog also found that the ticket machines were more popular with people who new exactly what type of ticket they wanted.
The research has led to some changes being made to machines, such as clearer information on when to use an off peak and super off peak ticket.
Passenger focus will continue to work with the train companies with the aim of making it clearer still.
Mr Smith said: “Passenger Focus is now working with the train companies to radically simplify what should be the straightforward process of getting a ticket."
