It seems that His Majesty’s Government has done yet another U-Turn, with them pulling the plan to close Rail Ticket offices in England and redeploy staff onto the platforms.
Things that are staying – Ticket offices, rather than welcome points – Image, Economy Class and Beyond.
If approved, it would have impacted over 1,000 ticket offices in England
The move comes after passenger watchdogs (Transport Focus and London TravelWatch) completed their consultations, with a resounding rejection of the plan by the government.
Both organisations received 750,000 responses from individuals and organisations to the consultation. At an earlier point in September, Prime Minster Rishi Sunak said that closing ticket offices was “the right thing for the British public and British taxpayers” as “only one in 10 tickets are sold currently in ticket offices”.
This ignored the accessibility requirements that some will encounter at train stations, as well as how to buy a train ticket – as JenOnTheMove documented in this video
In Quotes
Anthony Smith, chief executive of the independent watchdog Transport Focus, said:
“Following analysis of the 750,000 responses to the consultation and in-depth discussions with train companies Transport Focus is objecting to the proposals to close ticket offices.
“Significant amendments and changes have been secured by the watchdog – for example, reverting to existing times when staff will be on hand at many stations. Some train companies were closer than others in meeting our criteria.
“However, serious overall concerns remain about how potentially useful innovations, such as ‘welcome points’ would work in practice. We also have questions about how the impact of these changes would be measured and how future consultation on staffing levels will work.
“Some train companies were unable to convince us about their ability to sell a full range of tickets, handle cash payments and avoid excessive queues at ticket machines.
“Passengers must be confident they can get help when needed and buy the right ticket in time for the right train.”
Michael Roberts, Chief Executive of London TravelWatch added:
“The way many passengers buy tickets is changing and so we understand the need to adapt and change with the times. But the key question for us is whether there is evidence to show that these proposals to close ticket offices represent a genuine improvement for passengers.
“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.
“Despite improving on their original proposals, we don’t think the train companies have gone far enough. 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.”
Katie Pennick, Campaigns Manager at Transport for All, said:
“Today represents the best possible outcome – but it’s not a step forward, instead we have resisted things getting worse. While we are proud of the incredible tenacity of disabled people and our community for securing this major campaign victory, the outcome is bittersweet. The disastrous and discriminatory proposals should never have been put forward.
“It took multiple legal challenges, public uproar, cross party opposition, and ultimately a watchdog decision for the Department for Transport to finally withdraw its support for the closures. Until the eleventh hour, the government were insisting that the plans would improve accessibility, despite unilateral calls from disabled people and our organisations saying otherwise.
“Though the government was eventually swayed, it is appalling that disabled people’s concerns were dismissed for so long. We can’t help but wonder what we could achieve if disabled people were listened to and accessibility was prioritised.”
Jacqueline Starr, Chief Executive of the Rail Delivery Group, defending the planned changes, 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.”
So things are all good… right?
Not really. Whilst it was dressed as a “moving ticket sales staff from the window” exercise, it is the cost of those staff behind the window that the Rail Delivery Group group, strongarmed by the government was trying to address, as they sought to stem losses.
They’ll have to find some other creative way to save money – even as they dress up the cancellation of the northern leg of HS2 as delivering value to the taxpayer…. or how they dress up this change in another way.
Suffice it to say, there will be plenty of annoyed faces in government, the Rail Delivery Group and the Train Companies who were pushing for this – as well as how to find further savings.
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