THE RAIL Delivery Group (RDG) is set to close a consultation on how tickets are sold following weeks of debate surrounding ticket offices.
The RDG began the consultation looking to shape its final plans, and is seeking to make sure that “all passengers are supported as railway retailing is updated.”
Passenger watchdogs will continue to analyse operator proposals and consultation responses as some operators have proposed the removals of ticket offices, among other proposed changes.
The RDG cites statistics showing that 40% of the rail network currently operates without ticket offices, and is continuing the rollout of pay-as-you-go methods and upgrades to ticket machines and online tickets.
Proposals aim to “bring staff out from behind ticket office windows” to provide “more support” in buying tickets and navigating stations as part of “customer host” roles.
It comes as a number of stakeholders in the rail industry have publicly criticised proposals to close ticket offices, citing a possible drop in safety and accessibility.
Reading Borough Council voiced its objections, saying that fewer ticket offices would “flagrantly impact on vulnerable people.
The council also released figures that showed 24.4%– just under one in four – tickets sold for journeys from Reading last year were sold at ticket offices.
This constitutes more than half of those sold online, and just 5% of the total less than those sold at on-station ticket vending machines.
This is a higher than average proportion according to the Rail Delivery group’s figures, which cite 12% of tickets sold through offices in 2022.
A number of stakeholders also cite safety and accessibility concerns, as many passengers require assistance when paying for or planning journeys.
Safety is also a concern, as many who use rail services late at night require a single point of contact at a given station if they need urgent help.
Jacqueline Starr, chief executive of the Rail Delivery Group, said: “Since the introduction of the smartphone, the numbers using ticket offices have dropped to historic lows and that trend is rapidly accelerating.
“For rail to survive and thrive long-term, like any responsible industry, we need to change and evolve with our customers.”
She continued: “We wanted to give as many people as possible the opportunity to have their say on the industry proposals.
“We are extremely grateful to everyone for taking the time to submit their views, and we will work with the passenger watchdogs to incorporate this valuable feedback into our plans.”
She said that taxpayers are “continuing to subsidise the railway,” and that now is the time to “move staff to “more flexible, engaging roles.”
This, she explained, would allow them to “better support customers face to face with a whole range of needs, from finding the right ticket, to navigating the station and getting support with accessibility needs, while reducing costs to taxpayers.
“We also understand that some customers have particular challenges and they should be supported in any transition.
“Over the coming weeks, we will work closely with passenger watchdogs to review and adapt individual proposals where necessary.”
You can have your say via the consultation at: transportfocus.org.uk/train-station-ticket-office-consultation/
