Fears for future of ticket offices

The TSSA union has written to Secretary of State for Transport Grant Shapps asking for clarity on reports that hundreds of ticket offices will be closed across England.

The claim, made by the Sunday Times, has not been denied by the Department for Transport.

Nor has it been ruled out by the Rail Delivery Group, which confirmed to RAIL that train operators are currently in consultation with rail unions about potential changes to roles for staff.

An RDG spokesman said: “The pandemic has been an unprecedented financial shock to the railway. With the acceleration of changing travel patterns and more passengers migrating to digital technology, many jobs will need to change to become more passenger-centric. Train companies are working with unions on how to address those changes, while making sure the industry takes no more than its fair share from the taxpayer.”

In his letter, TSSA General Secretary Manuel Cortes calls on Shapps to provide more details of the plans “so they can be properly evaluated and scrutinised”.

He added: “I have no doubt that passengers will be outraged if you were to go ahead with what seems wholly counterproductive cuts to ticket offices.”

Any cuts in England would follow abortive attempts in Scotland to close three ticket offices and reduce opening hours at a further 117. The plans were eventually scaled back, following widespread opposition when ScotRail consulted on the changes earlier in the year (RAIL 952).

Passenger watchdogs Transport Focus and London TravelWatch have both pointed to research showing how much rail users value having visible staff at stations to enhance personal safety and make the network fully accessible.

TF Chief Executive Anthony Smith told RAIL: “Staff can provide reassurance, for those that need it, that they have the right ticket. It’s vital that passengers’ views on the future of rail ticketing are heard in any future changes to ticket office opening hours.”