Rail companies delay plan to shut almost every ticket office

Train companies have delayed controversial plans to shut almost every ticket office in England, Network Rail confirmed.

Rail bosses have announced passengers will be given an extra five weeks to have their say on the proposals.

Firms announced without warning they wanted to close 974 ticket offices, with members of the public given just 21 days to have their say, earlier this month.

The proposals for the mass closure of station ticket offices was proposed after transport secretary Mark Harper urged them to cut costs.

The consultation had been due to end at midnight tonight but will now be extended until September 1.

This gives campaigners more time to fight the plans.

Around 170,00 responses had been received by passengers groups including Transport Focus and London TravelWatch.

The Tories have defended the proposals and transport minister Huw Merriman said it was ‘a robust process’.

He said: ‘I fundamentally believe that rather than the railway being stuck in the past, the railway needs to adapt and change in the manner that its passengers are doing so,’ in the House of Commons earlier this month.

Michael Roberts, chief executive of London TravelWatch, said: ‘Unfortunately, some train companies did not provide people with complete and accessible formats from the start of the consultation period.

‘This has meant that some people may have been prevented from being able to respond to the proposals.

‘New comments received will be read, considered and used in discussions with train companies in the coming weeks.’

Ticket staff will be moved onto station concourses to help passengers there, the Rail Delivery Group confirmed.

The consultation on the plans was announced on July 5 by the RDG, and staff would adopt new ‘customer help’ roles already in place on many parts of the railway.

The group said this would mean more face-to-face support was available across the network to choose the cheapest tickets and advise on journey planning, as well as support those with accessibility needs.

Jacqueline Starr, chief executive of the Rail Delivery Group, said: ‘Operators are keen to give more people a chance to give their views on the proposals, so they can bring the railway up to date with dramatic shifts in customer buying habits, while supporting all its customers as the railway evolves and adapts.

‘While local plans vary, the aim of the proposals is to bring staff out from behind ticket office windows to offer more help for customers buying tickets and navigating stations.

‘At the same time ticket vending machines are being upgraded to offer a wider range of fares, and we have committed that no customer will have to go out of their way to buy a ticket.

‘We encourage those who want to view the plans or take part to go to their local train company website or visit Transport Focus or London TravelWatch during the consultation period.’

Meanwhile the Transport Salaried Staffs’ Association (TSSA) has welcomed the move.

Joint Interim General Secretary Peter Pendle said: ‘TSSA has been clear from the start that ticket office staff are essential for safe and secure travel for vulnerable passengers, especially women, and for an inclusive and welcoming railway for passengers with disabilities.

‘The unreasonably short three-week consultation period looked like a cynical attempt to silence the voices of the most vulnerable rail users in order to rush through savage cuts to our members’ jobs.

‘Whilst the extension to the consultation is welcome what rail users really need is for this cynical and unnecessary plan to cut ticket office staff to be shelved completely.’

RMT general secretary Mick Lynch claimed railway workers are being threatened with disciplinary action for wearing stickers as part of their campaign to save ticket offices from closure.

A Department for Transport spokesperson added: ‘While this is a matter for the industry, it is right that train operators have listened to feedback and extended their consultations, following continued engagement with stakeholders, including accessibility groups.

‘Following the consultations, independent passenger bodies will continue to play a vital role in assessing and shaping proposals.’

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