The Transport Secretary Mark Harper says government has asked train operators to withdraw their proposals of closing ticket offices at railway stations.
He said: “The consultation on ticket offices has now ended, with the Government making clear to the rail industry throughout the process that any resulting proposals must meet a high threshold of serving passengers.
“We have engaged with accessibility groups throughout this process and listened carefully to passengers as well as my colleagues in Parliament. The proposals that have resulted from this process do not meet the high thresholds set by Ministers, and so the Government has asked train operators to withdraw their proposals.
“We will continue our work to reform our railways with the expansion of contactless Pay As You Go ticketing, making stations more accessible through our Access for All programme and £350 million funding through our Network North plan to improve accessibility at up to 100 stations.”
The announcement came shortly after transport watchdog London TravelWatch published its objections to train company proposals to close ticket offices.
- Nine train companies announced plans to close station ticket offices in July
- 269 stations consulted on in the London TravelWatch area (part of wider planned closures across England)
- More than 750,000 responses from individuals and organisations sent to London TravelWatch and Transport Focus combined during consultation period
- 99% of responses sent to London TravelWatch were objections
- London TravelWatch informed train companies of its initial concerns about the proposals in September
Train companies made significant improvements in recent weeks to the original plans to close ticket offices, for example, by agreeing to stick to current staffing hours at stations. However, we do not feel that all of the issues raised have been fully addressed and have written today to each company formally objecting to their proposals.
Michael Roberts, Chief Executive of London TravelWatch, said: “The way many passengers buy tickets is changing and so we understand the need to move with the times. The idea of closing ticket offices to locate staff nearer to the passengers may sound attractive, but it has proved highly controversial with the public. Together with Transport Focus, we received 750,000 responses from individuals and organisations to the consultation, many expressing powerful and passionate concerns about the plans.
“The three big issues for the public arising from the consultation were how to buy tickets in future, how to get travel advice and information at stations, and how Disabled passengers can get assistance when they need it. London TravelWatch has heard these views loud and clear, and would like to thank all those who took the time to take part.
“As an evidence-led organisation, we have also looked carefully at the detailed plans presented by train companies. The key tests which the plans have to satisfy are whether the changes would genuinely improve the service to passengers and/or cost effectiveness, and whether passengers would continue to have easy access to today’s range of fares and tickets.
“Despite improving on their original proposals, we don’t think the train companies have gone far enough to meet our concerns and those of the public. We cannot say with confidence that these proposals would improve things for passengers and that is why we have objected to all 269 ticket office closures.”
London TravelWatch considered proposals at each station against six factors. Some of our concerns were specific to individual stations, others were common across all the proposals.
Among the key concerns for London TravelWatch were:
- the future staffing at nearly two-thirds of the stations in our area where closing the ticket office has been proposed. Despite significant revision of the original plans, many stations (including some of the busiest in London) would still see a reduction in staffing hours and/or numbers and/or expertise. We were not satisfied that these would deliver improved quality of service for passengers
- in some cases, future levels of access to the range of fares and tickets which can be bought today at a ticket office. For example, although the revised plans for the most part committed to retain ticket office and handheld equipment to sell tickets, we were not satisfied that there would be enough capacity at some stations in alternatives (typically ticket machines) for passengers to buy tickets without a risk of excessive queues
- in all cases, the impact of the proposals on accessibility. Many respondents to the consultations, especially Disabled passengers, had concerns about how they would find staff for assistance at stations where a ticket office had been closed. Companies have since come forward with a proposal to introduce “Welcome Points” at stations, but these were not explained as part of the consultation. We believe there needs to be further engagement in particular with Disabled people and representative groups on the concept, design and implementation of this idea
- in all cases, the lack of evidence about the cost effectiveness of the proposals. Despite the emphasis placed by the rail industry and government on the scope for the plans to improve value for money, train companies were unable to provide details, for example, on the overall scale of net financial benefit, and so we could not conclude whether they represented an improvement in cost effectiveness.
Train companies now have the option to reconsider their proposals or to appeal London TravelWatch objections to the Secretary of State for Transport.
Jacqueline Starr, Chief Executive of the Rail Delivery Group said: “Train companies committed to a genuine consultation, and worked closely with passenger bodies to build and improve on the original plans. We thank everybody who participated and for helping to make our proposals better and welcome the recognition by Transport Focus that the principle of moving staff to where they can better help passengers, is the right one.
“We listened, and we pledged that the vast majority of cases, stations with staff today would continue to be staffed tomorrow and with similar operating hours. We pledged to upgrade ticket vending machines and that all stations will have a single welcome point, developed in partnership with accessibility groups and passenger bodies. We pledged any changes would be introduced gradually, with regular feedback and review in a process fully involving London Travel Watch and Transport Focus.
“These proposals were about adapting the railway to the changing needs of customers in the smartphone era, balanced against the significant financial challenge faced by the industry as it recovers from the pandemic. At a time when the use of ticket offices is irreversibly declining, we also want to give our people more enriching and rewarding careers geared towards giving passengers more visible face-to-face support. While these plans won’t now be taken forward, we will continue to look at other ways to improve passenger experience while delivering value for the taxpayer. Our priority remains to secure a vibrant long-term future for the industry and all those who work in it.”
Norman Baker from Campaign for Better Transport said: “This is a sensible decision. These proposals were widely unpopular and the consultation has rightly highlighted the large number of flaws in the plans. This announcement echoes the findings of our Fare Future report, which has also been published today, and recommends that no ticket office closures go ahead until fares and ticketing have been simplified and passengers have confidence they are being sold the best value ticket for their journey.”
Jason Prince, Director of the Urban Transport Group, said: “The decision not to proceed with plans to close rail ticket offices is welcome.
“The objections from Transport Focus and others made it clear that the plans would have resulted in a less accessible rail network, and so it is good to see common sense prevail.
“Questions need to be asked as to why the plans were pushed forward so vigorously, especially given the overwhelming response to them.
“The Urban Transport Group, alongside its member transport authorities, remain committed to working with Government and train operating companies to deliver the best outcomes for passengers in our local communities.”
Matt Stringer, RNIB Chief Executive reacting to the news just in that plans to close ticket offices in train stations are being scrapped, said: “We are delighted the voice of blind and partially sighted people has been heard, and the Minister has made this change. It’s essential the experiences of people with sight loss are properly understood in decision-making. These closures would have left many blind and partially sighted people unable to live a full life: without a means to see family, go to their health appointments and play their part in our communities.
“We welcome the Minister’s commitment in a meeting this morning to form a working group with a variety of organisations to ensure a better train travelling experience in the future, with accessible technology and infrastructure improvements at its heart.
“The huge upswell of concern by blind and partially sighted people was unprecedented within the community, as was the huge public opposition to the plans. These prove that nothing can replicate having a fixed train ticket location and office staff available as the first point of contact for many kinds of staff assistance. Staff can make sure the correct tickets and concessions are bought, let people know if the lifts are out of use or advise on cancelled or delayed trains. This flexible, and often vital, assistance for blind and partially sighted people is not something apps or ticket machines can replicate.”
Jools Townsend, chief executive of Community Rail Network, said: “The overriding view across the community rail partnerships and station friends’ groups we heard from was that they could not support the proposals overall, so we welcome today’s announcement confirming their withdrawal.
“While we appreciate the financial pressures on the industry, our members fed back that, at a local level, the proposals looked set to undermine our ability to promote an inclusive, welcoming railway, and enable wider use of rail. Given community rail’s role to provide a voice for communities on rail while increasing the benefits rail delivers locally, we are pleased that their concerns have been heeded.
“Community rail partnerships and groups are striving more than ever to increase rail use and support modal shift towards greener, healthier, more inclusive travel with rail at its heart, and to put our stations and railways at the centre of community life. We remain committed to working with rail industry and government partners to ensure community rail’s insights and activities are utilised to create a railway that works for everyone and delivers maximum social, economic and environmental value.”
A spokesperson for Transport for the North, said: “We are pleased that plans to close ticket offices are not being taken forward. As today’s report from Transport Focus clearly shows withdrawing ticket office staff would leave passengers very disadvantaged and would be a barrier to people using the railway. The way that people buy their tickets is changing, and we need to take account of that, but the presence of staff is about so much more than simply retailing tickets. They are a human point of contact, including helping passengers who might need assistance or providing reassurance for those who might be wary of travelling alone.
“We believe ticket office staffing should be looked at only as part of a wider review of stations, that takes in pay-as-you-go, retail and other services. Done correctly, we can ensure that reform supports growth and the needs of all passengers. But it must not be to the disadvantage of any station users, especially in regards to accessibility and safety.”
Photo credit: London TravelWatch
