Thank you for contacting me about ticket offices at railway stations.
I am aware of reports in the media about the potential closure of some railway station ticket offices.
I know ministerial colleagues are keen to see customer-facing staff on railways and like those whose jobs are about customer service, staff at stations may need to change what they do or how they do it to ensure that passengers get the services they most want and need. Staff will be able to provide a more personal service in future, which can be crucial for those who need additional support at stations and those who cannot or do not want to use contactless or mobile tickets.
The process for train operators to propose any changes to the opening hours of ticket offices or close ticket offices is set out in the Ticketing and Settlement Agreement. The agreement regulates what train operators do in terms of fares ticketing and retailing across the network and requires train operators to put notices at the station advising passengers of any proposals and what any changes could mean for them. If passengers have objections, these can be raised via the passenger bodies (Transport Focus and London Travel Watch).
Applications for changes can be proposed under a Major Change process if:
(a) the change would represent an improvement on current arrangements in terms of quality of service and/or cost effectiveness; and
(b) members of the public would continue to enjoy widespread and easy access to the purchase of rail products, notwithstanding the change.
I believe in making it as easy as possible for passengers across the country to travel on our railways.