Rail ticket offices to shut en masse in next three years with fears of 'detrimental impact'
The RDG said 12 per cent of train tickets are bought from offices at stations, down from 82 per cent in 1995
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The Government is on track to close down ticket offices and remove staff from station platforms, concourses and tickets halls, to instead adopt new ‘customer help’ roles.
Industry body the Rail Delivery Group (RDG) says bringing customer service roles up to date is long overdue, following a collapse in numbers of people using ticket offices
Posters are being displayed at many stations on Wednesday informing passengers about the potential closure of the ticket office.
Following a consultation, the Government will make the final decision on which offices will be axed.
Contactless has become the norm
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The rail industry is under pressure from the Government to save money amid the drop in revenue caused by the coronavirus pandemic.
The plan sparked fury from trade unions and disability groups, with concerns also raised by public transport organisations.
There are fears the move could lead to job losses and put some vulnerable passengers off train travel.
The RDG said 12 per cent of train tickets are bought from offices at stations, down from 82 per cent in 1995.
Vivienne Francis, chief social change officer at the Royal National Institute of Blind People (RNIB), has raised concerns: “A mass closure of rail ticket offices would have a hugely detrimental impact on blind and partially sighted people’s ability to buy tickets, arrange assistance and, critically, travel independently.
RNIB research shows that only 3% of people with sight loss said they could use a ticket vending machine without problems and 58% said it was impossible.
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“RNIB research shows that only 3 per cent of people with sight loss said they could use a ticket vending machine without problems and 58 per cent said it was impossible.”
Transport Salaried Staffs Association interim general secretary Peter Pendle said: “We are clear the Government will face strong opposition from this union on the totally unnecessary mass closure of ticket offices.
“Ministers will soon realise that the public have no desire to see their rail network diminished in this way.”
The news comes amidst GB News' Don't Kill Cash petition, which looks to stand up for vulnerable people who rely on cash.
GB News have launched a petition called Don't Kill Cash
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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 per cent 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.”
Though a system of online tickets has its benefits, there are fears for those left behind in a cashless and ticketless society
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Neil Middleton, director at pressure group Railfuture, urged the industry to “encourage more self-service but don’t force it”.
He said: “If this change drives passengers off the trains, then we’ll all be worse off.
“Even though there may be a cost saving, if fewer passengers are on the trains it is very easy to see that income will reduce.”
Yesterday, it was announced that 53 stations would be added to the pay as you go scheme across the South East of England by December 2023.
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