Southeastern Ticket Office
After engagement with accessibility, safety and passenger groups, rail companies are unveiling a series of pledges for passengers about the proposals:
- Across the network as a whole, there will be more staff available to give face to face help to customers out in stations than there are today
- Customers will never have to travel out of their way to buy tickets
- Those with accessibility needs will always be supported
- All rail staff will be treated fairly and their new roles will be more engaging
Currently, 43% of stations do not have a ticket office, with a further 40% having ticket offices that are staffed part-time. In some cases, such as Bicester Village, the ticket office is purpose-built and supported by a passenger reception desk.
In others, closed ticket office facilities have been converted into community hubs, coffee shops and cafes.
RDG claims that “The reforms will not affect train companies' ability to provide assistance to those needing wheelchair and mobility support from staff, either on demand at the station or by booking in advance. New mobile assistance teams will be created to offer extra help where needed, including for stations which are currently unstaffed.”
Helen Rowlands, an executive council member of Greater Manchester Coalition of Disabled People (GMCDP), promised a summer of campaigning to save ticket offices. She said: “We explained to Rishi Sunak that ticket offices are a vital aspect of ensuring disabled travellers' safety, information and access needs. … It is with deep concern that we learn this week that he has chosen to disregard our warning.”
Jacqueline Starr, Rail Delivery Group chief executive, said: “The ways our customers buy tickets has changed and it's time for the railway to change with them. With just 12% of tickets being sold from ticket offices last year, and 99% of those transactions being available on TVMs or online, our proposals would mean more staff on hand on to give face to face help with a much wider range of support, from journey planning, to finding the right ticket and helping those with accessibility needs.
“Our commitment is that we will always treat our staff, who are hugely valued and integral to the experience our customers have on the railway, fairly, with support and extra training to move into new more engaging roles. We also understand that our customers have differing needs, which is why the industry widely sought the views of accessibility and passenger groups when creating these proposals, and will continue to through the consultation. We encourage those who wish to take part to go to their local train company website or visit Transport Focus or London Travelwatch.”