Transport Focus has published its response to the plans to close the majority of railway ticket offices.
Under an agreement, Transport Focus was required to review plans to close ticket offices based on cost effectiveness, customer service and accessibility.
Transport Focus says that it is objecting to all of the proposals, with Huw Merriman saying that they have asked train operators to withdraw proposals.
750,000 responses were sent in to the survey, which ran between the 5th July and 1st September 2023, with the main theme of the responses surrounding ticket machine capability, accessibility and how passenger assistance might work in the future.
It is now expected that the proposals will be withdrawn and non of the proposals are expected to be referred to the Secretary of State for a decision.
Transport Secretary Mark Harper said: “The consultation on ticket offices has now ended, with the Government making clear to the rail industry throughout the process that any resulting proposals must meet a high threshold of serving passengers.
“We have engaged with accessibility groups throughout this process and listened carefully to passengers as well as my colleagues in Parliament. The proposals that have resulted from this process do not meet the high thresholds set by Ministers, and so the Government has asked train operators to withdraw their proposals.
“We will continue our work to reform our railways with the expansion of contactless Pay As You Go ticketing, making stations more accessible through our Access for All programme and £350 million funding through our Network North plan to improve accessibility at up to 100 stations.”
Anthony Smith, chief executive of the independent watchdog Transport Focus, said: “Following analysis of the 750,000 responses to the consultation and in-depth discussions with train companies Transport Focus is objecting to the proposals to close ticket offices.
“Significant amendments and changes have been secured by the watchdog – for example, reverting to existing times when staff will be on hand at many stations. Some train companies were closer than others in meeting our criteria.
“However, serious overall concerns remain about how potentially useful innovations, such as ‘welcome points' would work in practice. We also have questions about how the impact of these changes would be measured and how future consultation on staffing levels will work.
“Some train companies were unable to convince us about their ability to sell a full range of tickets, handle cash payments and avoid excessive queues at ticket machines.
“Passengers must be confident they can get help when needed and buy the right ticket in time for the right train.”
Jacqueline Starr, Chief Executive of the Rail Delivery Group said: “Train companies committed to a genuine consultation, and worked closely with passenger bodies to build and improve on the original plans. We thank everybody who participated and for helping to make our proposals better and welcome the recognition by Transport Focus that the principle of moving staff to where they can better help passengers, is the right one.
We listened, and we pledged that the vast majority of cases, stations with staff today would continue to be staffed tomorrow and with similar operating hours. We pledged to upgrade ticket vending machines and that all stations will have a single welcome point, developed in partnership with accessibility groups and passenger bodies. We pledged any changes would be introduced gradually, with regular feedback and review in a process fully involving London Travel Watch and Transport Focus.
These proposals were about adapting the railway to the changing needs of customers in the smartphone era, balanced against the significant financial challenge faced by the industry as it recovers from the pandemic. At a time when the use of ticket offices is irreversibly declining, we also want to give our people more enriching and rewarding careers geared towards giving passengers more visible face-to-face support.
While these plans won't now be taken forward, we will continue to look at other ways to improve passenger experience while delivering value for the taxpayer. Our priority remains to secure a vibrant long-term future for the industry and all those who work in it.”
RMT general secretary Mick Lynch said that it was a resounding victory for the union's campaign and a win for passengers, community groups and rail workers alike.
“We are now calling for an urgent summit with the government, train operating companies, disabled and community organisations and passenger groups to agree a different route for the rail network that guarantees the future of our ticket offices and stations staff jobs to delivers a safe, secure and accessible service that puts passengers before profit,” he said.
TSSA General Secretary, Maryam Eslamdoust, said: “Our union has fought tooth and nail for many months to stop what would have been a catastrophe for our railways.
“We are delighted that the government has admitted defeat and scrapped these wrongheaded plans. It shows the power of our union and of the great British public in making sure these planned closures have now reached the end of the line.
“Though the Transport Secretary, Mark Harper, has acted today frankly none of this need have happened. We have been saying from the outset that railway ticket offices and station staff are a vital and loved public service. They should never have been under attack in the first place.
“I pay tribute to every single one of our amazing members and the public beyond who worked so hard to make sure this was a battle we won. This is their victory and a victory for our railways.”
I am very much in favour of customer service but it is untenable for traditional ticket offices to be staffed in an era when most tickets are bought online, a trend that will only continue as the generation that used to queue at the booking office before travel passes on.
Perhaps the answer lies in turning ticket offices into shops and basic catering services so that tickets could still be sold in person to the few, and coffee to the many? Times change and railways must change with the times.