The UK rail operators (locally: Southern, Southeastern and Thameslink) have all announced new proposals to close ticket offices and change staff availabilty at stations. Time is really tight to let them have your views; the consultation period of three weeks only runs out on Wednesday 26 July 2023. The Norwood Forum Committee has considered the proposals and made representations against them (see below).
The railway operators say the proposals:
- Are about how tickets are sold and to improve customer service.
- Aim to better support passengers by moving staff out from behind traditional ticket offices windows, which would close, onto station concourses where customers need them most, making them more visible and accessible.
- Move staff to roles that cover a broader range of customer needs in the future – from travel and fares advice to accessibility assistance – following engagement with both colleagues and the unions.
- Support wider moves to modernise the railway, put customer service at its heart and would offer a more varied and interesting role for colleagues.
As part of the consultation process, London Travelwatch will look into whether the proposed changes will impact passengers' ability to buy a ticket, the level of staff presence at stations and operators’ ability to deliver services for Disabled passengers.
London Travelwatch has published on its website the proposals by each train company. You can either send your views to the individual companies or to Travelwatch; both are provided. You must respond by 26 July 2023, if you want to have your say.
The Norwood Forum Committee has considered the proposals and made representations against them on the following grounds:
- The timing and short duration of the public consultation exercise (three weeks)
- The need to run a successful pilot before a full roll-out (if proven to be an effective change)
- Proposing targeted consultations with representatives of groups who must be negatively impacted; e.g. physically disabled and the digitally challenged
- Highlighting the complexity of ticketing systems and the challenge this presents particularly for people who are not digitally competent
- The need for inestment in modern technology
- Stating our belief that this is at its essence a cost-saving intervention
You can read our representations in full here.
If you would like to comment on all ticket office closures for every train company in our area, please email ticketoffice@londontravelwatch.org.uk or write to London Travelwaitch at: Freepost RTEH-XAGE-BYKZ, London TravelWatch, PO Box 5594, Southend-on-Sea, SS1 9PZ.
Alternatively, if your views concern one train operator only, London Travelwatch has provided both email addresses and postal addresses for comments.
Lastly, we suggest you consider signing the petition to Parliament seeking to require train operators to keep ticket offices and platform staff at train stations. If 100,000 signatures are made, Parliament must debate the proposals.
