Train ticket office closure consultation

Update 31 October 2023  Passengers win in Ticket Office Fightback. Mass action by passengers has worked and the proposed closure of ticket offices has been scrapped.

Train operators and the Government want to close 974 ticket offices across England. Under the Ticketing and Settlement Agreement they must consult with passengers. The consultation closes at 23:59 tomorrow (1 September).

Transport for All, along with 50 organisations representing disabled people and their allies, has written a joint letter objecting to the proposals.

Equality Impact Assessments withheld

On 6 July 2023 I made a Freedom of Information (FoI) request to the Department for Transport, asking for copies of the equality impact assessment documents, relating to the proposed closure of ticket offices, for each of the train operators. Under FoI rules this was due to be answered by 9 August 2023. On 8 August the Department wrote to say that it would be extending the deadline, citing “a complex public interest test needs to be carried out to determine whether the information should be disclosed or not, the deadline can be extended by a further 20 working days.”

How outrageous is that?!

Given that over 50 organisations, representing thousands of people, have expressed concerns about the proposed closures, how can there be any question of public interest? Thousands of people affected and those who support them are interested! In addition, the public want to know exactly what evidence was used for making decisions after the consultation, particularly if becomes apparent that the closures go ahead despite huge evidence as to why they should not.

Transport for All statistics

Their website says that “One major reason is that disabled people are disproportionately represented in the number of internet non-users. 23% of disabled adults have no access to the internet, compared to 6% of non-disabled adults. Blind and visually impaired people, as well as older people, are especially likely to be digitally excluded. Booking online therefore is not an option for many.”

Ticket office users have their say

Sarah Park is a wheelchair user who finds that many stations are not fully accessible as yet and is reliant on staff to get her on and off trains. She says:

“It is already a challenge to get someone’s attention at my local station. Close the ticket office and it will be near on impossible. Even if I book assistance it’s not guaranteed and so I’m reliant on seeing someone to ask. It is not always that easy to use the machines due to height, if touch screen and light is shining on I then can’t see the screen.”

Nigel Helliwell, a legal professional says that it shouldn’t be allowed to happen en bloc. He comments:

”In our area GWR are quoting transactions from ticket offices being below 15%, yet our local station figures are 45.5% from the ticket office, 5.5% from machines, the rest online and 22% of transactions being cash. There are very many good reasons to keep it personal. Not-spots, elderly population, machines often not working etc.”

It’s not just the vulnerable who will be affected. Katy Grimes couldn’t get her card to work on the machine for a prepaid ticket that she had to collect from the station, so she had to use the ticket office to collect her ticket:

“The lady in there said she doesn’t know what people like me would do in that situation if the ticket office closes. There are two machines in our local station and when Dad went the other day both were broken, so everyone was using the ticket office.”

On Twitter, The Beagle says:

Awful. Ticketing is so complex due to the multiple rail operators, the only losers will be customers. As a daily London commuter, I know machines only sell the most expensive option. They aren’t programmed with the ability to tweak routes, times etc for some journeys and times

— The Beagle (@beaglebugle) August 31, 2023

It can be difficult for customers to use machines, especially when they don’t give you the best price due to the complicated ticket structures with different companies. “This can be made worse when you have an impatient queue behind you”, notes Chris Morley.

Campaigners have been at Downing Street all day, leaving @RishiSunak in no doubt that ticket office closures are a major breach of equality law.

Solidarity with @RMTunion and all disabled people denied their equal right to travel. pic.twitter.com/4fow7LDtgR

— Association of British Commuters (@ABCommuters) August 31, 2023

Ticket office closure consultation responses

Many groups of people affected can’t even respond to the consultation! Sara Park says “Most of the groups affected are the ones unable to have a voice in the way needed. I was expecting a form to fill in or something with a bit more of a structure than ’email this address’ so many people affected by digital literacy limitations.”

On Instagram Alison Aaron-Stead said “I’ve signed the petitions for my local stations against the earmarked closures. I don’t use the train regularly – but when I do, I need the station offices for exactly the reasons you state – especially as I get really anxious travelling by public transport, particularly when I have to change platforms/walk to another station for a connection. Had to so this last year and if there hadn’t been a friendly and helpful station ticket office I would have literally frozen and been stuck as I was so stressed and anxious.”

Future train travel for vulnerable passengers

Ticket office closures for many vulnerable people will prevent them from travelling by train at all.

The elderly with no access to the Internet and apps, disabled people who can’t get access, the people who are anxious and need reassurance and support. So many groups of people are not being considered. It seems that because the majority (90%) don’t use ticket offices that that is reason enough to close them. This shows no regard whatsoever to the 10%, marginalising them further. 10% who are still paying customers.

Perhaps they could save money by reducing the huge pay outs they make to directors? For example, whilst many were losing their jobs and taking pay cuts in the financial years 2020 to 2021, total GWR directors’ pay increased by £126,000 (over 18%) from £685,000 in 2020 to £811,000 in 2021.

More help with trains and travel

All you need to know about your consumer rights and travel for more on all travel sectors.

Rail strikes: Your travel and refund rights if you are affected by train strikes and have your train cancelled or delayed you are due refunds/compensation and in some cases consequential loss.

How to save money on train travel lots of tips on ways to save money on train travel.

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