Seoul Station is where the departures and arrivals of countless people cross each day. Those visiting family, those heading to work and those beginning a journey all pass through on their way to their destinations. As station chief, meeting passengers makes clear the direction railways must take. Changes in systems and operating methods must ultimately translate into easier travel for customers.
A month has passed since integrated high-speed rail operations began on Sept. 1. The first change felt on the ground was the increase in seats. More efficient use of high-speed trains has made cross-operation between Seoul Station and Suseo Station possible, along with flexible train deployment, and KTX seat supply at Seoul Station has expanded by a daily average of about 4,000 seats on weekdays and about 2,000 on weekends. Supply grew by changing how existing resources are operated, without laying new tracks. Additional seats during periods of concentrated demand, such as weekends and holidays, have widened customer choice. That has reduced the inconvenience of having to change plans after failing to get a ticket.
I recently met an elderly passenger at Seoul Station. They were on their way to a hospital in Seoul for treatment, and said their child had looked into train tickets for them. Choosing a train that fits an appointment time and securing a seat is a bigger worry than one might think. Simply being able to easily get a ticket for the desired time, arrive at Seoul Station with time to spare and travel on to the hospital is reason enough to justify high-speed rail integration. A single train seat is not a number but an option that shapes someone's day.
Convenience in booking and information is another change customers feel. Customers think first about how easily they can find and use a train that fits their schedule, rather than which organization operates it. Operating times and transfer information must be presented clearly, and necessary information delivered quickly when changes or delays occur. Because foreign tourists, older adults and people with disabilities each need different guidance, attentive service matters more than ever. It is the job of frontline staff to make it unnecessary for customers to know anything about the changed operating structure.
Of course, one month of integration is a beginning, not an end. As ridership grows, congestion on platforms and in waiting areas must be managed more closely, and punctuality, train cleaning and maintenance standards must improve under cross-operation. Service quality must rise alongside the added seats for the benefits of integration to reach customers in full. A frontline sensibility that lets no small inconvenience pass unnoticed is needed more than ever.
Going forward, Seoul Station must develop beyond a place to board and alight from trains into a multimodal transfer hub where various modes of transport and people connect naturally. A convenient station draws people and adds vitality to its surroundings. Advanced technology should be adopted actively so that customers can find their way easily and obtain the information they need in time. Above all, it must become a warm station that reaches out first to customers who need help.
Seoul Station is the gateway to South Korea and the starting point of a rail network that connects the entire country. The more passengers there are, the heavier Korail's responsibility becomes. Putting safety first, adding convenience and reflecting customers' voices in service — that must be the new daily routine of Seoul Station. We will keep driving change from Seoul Station so that a unified railway offers more choices to more people and connects to convenience in everyday life.