Great Western Coffee Shop

Train companies are planning to press ahead with mass closures of ticket offices across England.
Industry bosses are expected to confirm a public consultation on the gradual closures of hundreds of ticket kiosks over the next three years on Wednesday.
Some will remain in large stations, but elsewhere staff will be on concourses to sell tickets, offer travel advice and help people with accessibility.
Rail unions are opposed to the plans and have warned of further strikes.
About three out of every five stations has a ticket office.
The move to begin a consultation on the future of ticket offices has been made by the Rail Delivery Group (RDG), which represents train companies, after talks with the RMT union failed to reach an agreement.

85% of tickets purchased from ticket offices in 1995, 12% in 2023.

This is going to be a very hard argument for the Unions to win on any level.

What is that statistic please?

85% of tickets purchased from ticket offices in 1995, 12% in 2023.

This is going to be a very hard argument for the Unions to win on any level.

Two-thirds – 60% – of GWR stations don’t have staff or a ticket office, with 48% of stations staffed on a part-time basis.

South Western Railway (SWR) is launching a consultation on a station change proposal, with new arrangements at 153 of SWR’s 190 stations to be consulted on.

The proposed changes include creating a single team of colleagues at each station, who will work together to help customers with different aspects of their train travel from journey planning to ticket purchasing.

The proposals would mean the closure of all ticket offices, but more face-to-face support for customers, greater visibility of colleagues throughout stations, and a higher proportion of colleagues trained to support customers with their retail choices.

Details of each station.....

https://www.gwr.com/-/media/gwr-sc-website/files/Changes-to-Ticket-Retailing-at-GWR-Stations-v2.pdf

A brief run through does seem to show that ALL Ticket Offices will close by end of 2024

*- Date changes to Advance Purchase tickets will not be possible after windows are closed

Interesting comment at the bottom of each notice..........

I guess that will ultimately mean that NO Advance tickets will be sold 'at the station'

If that member of staff has to wander around the station – likely to be at least two platforms, sometimes more. So if you arrive at Pangbourne (for example), you will have to go out on the up platform, check both ends, and if there’s non-one there, scuttle down the stairs and up again for the down platform, and repeat the exercise there. If the member of staff on duty was taking a comfort break when you arrived, you might emerge on the down platform just to see him (or her) emerge on the platform you have just left!
This will make it no easier for the public to use the railway, quite the opposite, and for those such as the elderly or disabled, it makes matters worse.

This is (bluntly) a very poorly thought-out proposal.

Given that Bristol TM, Paddington, Reading, Oxford have no ticket offices beyond Decemeber 2024, does that mean that there will be no ticket offices on GWR from that date?

If a passenger needs/wants/asks for assistance, then that staff member may be with another custmer - but any business will want their 'customer-facing' staff in front of their customers, where customers are to be found, in station booking halls generally. So not difficult to find unless with other customers

Customer Hubs at the larger stations will retail those items not available from TVMs or online. I would expect one of these at each of those you mention

So - you close and lock the old ticket office and the staff member stands outside? The implication of "Staff would move out of ticket offices and on station platforms, concourses and ticket halls, adopting new ‘customer help’ roles already in place in many parts of the railway" is that they are mobile!

Doncaster, Edinburgh Waverley, Peterborough, London King’s Cross, Newcastle and York where Ticket offices will remain. In future, these will be referred to as Customer Information Centres.

One statistic that is conveniently forgotten is the significant number of tickets purchased online or at a TVM that are purchased incorrectly and corrected at the ticket office ("I bought a single but meant to buy a return, can you change it please?").

Which single-manned stations operate a ticket office currently & dispatch trains?

Booking Office staff aren't allowed out currently without securing all monies within their safe.

We do too on the North Cotswolds, but they're either DOO or guard despatched. No ticket office input at all.

Jacqui Russell
Head of Consumer Team

TOC MDs; and
TOC accessibility leads
[by email]
5 July 2023

Dear Industry Colleagues

Station ticket office reforms

Operators have today published consultations on proposals to make changes to the responsibilities of station staff and to close ticket offices. I am writing to provide an overview of a number potentially relevant regulatory considerations that may be helpful as you refine your plans, and to formally ask you to provide an initial high level review of your proposals against ORR’s Accessible Travel Policy (ATP) guidance.

Changes to ticket office opening hours

Changes to ticket office opening hours (including closures) are governed by the processes set out in the Ticketing and Settlement Agreement (TSA) and guidance published by the Department for Transport (DfT). Alongside, ORR has a long-term ongoing role in ensuring that passenger interests are protected in key areas, underpinned by licence requirements and consumer law. Under DfT’s guidance, any proposal to close a ticket office is considered to be a major change. Operators must publish details of their proposals, with passengers invited to make representations to Transport Focus (TF) and London TravelWatch (LTW). TF/LTW may then seek amendments to proposals from the operators. Should concerns remain they can raise an objection to the Secretary of State who will make a final decision.

Accessible Travel Policy review

All train and station operators must establish and comply with an ATP as a condition of their licence, setting out their provision for disabled passengers. ATPs must meet the detailed requirements set out in our guidance. While these requirements are particularly relevant to disabled people, such as the provision of assistance to travel, they can equally be applied more widely and, in this context, that includes requirements relating to ticketing and passenger information. The Annex extracts those aspects of the ATP guidance that are potentially relevant to changes to station staffing and ticket offices. To ensure that your ATP remains accurate for passengers and meets the requirements of the ATP guidance we are seeking an initial understanding of the areas where we believe that early engagement on changes will be helpful, including
where we can provide additional clarity or support in this process.

Your response should:
• Provide a high-level summary of the changes that you are proposing to make to ticket offices and station staffing.
• Identify any areas where you anticipate proposing changes to your ATP documents, and where possible outline what those changes would be.
• Identify any other changes that you propose to make at stations to ensure compliance with the ATP guidance, with particular reference to the areas identified in the Annex.
 
We do not expect to request or receive revised ATP documentation until there is more certainty over the changes that may be implemented. The process for revising ATPs will then follow the usual process. As part of this we will expect you to show how you have sought and considered feedback from local groups, and we will consult with DPTAC, Transport Focus and (where relevant) London TravelWatch where any material changes are proposed.

Please contact David Kimball (david.kimball@orr.gov.uk) if you have any queries. We will be inviting operators to a meeting to clarify ATP requirements and the review process, and to offer the opportunity to explore any questions you may
have. Please submit your response to ATP@orr.gov.uk by Friday 21 July.

I am copying this letter to RDG, DfT, Transport Focus, and London TravelWatch.
 
Yours sincerely
Jacqui Russell

Ticket office staff are currently in an enclosed environment /room protected by a strong glass window for their safety and security, not only for themselves but for the security of sensitive customer transaction details and of course revenue /cash etc.

Many ticket office staff, will, as basically ‘floor walkers’, more easily become vulnerable to verbal and even physical abuse from ‘undesirable‘ customers and the less fit and able will find it hard work staying on their feet for most of their shift.

By all means Railway Management should (again) have the ability for ongoing reviews ( in consultation with local Union reps.) of ticket office staffing levels and hours, as was always done.

Experience from Friday: I walked to Redland and used the TVM to buy a Super Off-Peak return to Didcot, intending to take the 10:30 from Temple Meads. In fact I arrived there early enough to take the 10:00* but wasn't sure if the SOP was valid on that, so – I asked a member of staff on the platform (who confirmed that yes, it was valid). So in this case, platform good, office not used.

*Red Squirrel might commiserate me that this denied me pasty-eating time!

Platform staff were wrong. A Super Off Peak Return from Redland to Didcot Parkway is not valid until 1030 from Bristol Temple Meads. A pasty is cheaper than an excess fare.

There's another good point/lesson there - not only will TO staff need retraining, but the likelihood of platform staff being asked these sort of questions about ticket validity will increase and thus ought to get some retail training/mobile device to assist the giving of a correct answer as well

And a general simplification of fares, restrictions and validities wouldn't hurt either.

where someone will be on hand to show you how to buy a ticket on your smartphone  :(

My understanding is that this ....

...is what all stations with a ticket office will offer going forward, while some larger stations become hubs that will retail all current tickets/railcards etc at ticket offices do now. Foregate Street will become one of thse.

Good point, but I expect it would be dealt with by simply ending cash transactions.

Poll added to this thread - please take a look and respond

OOOh, this is getting a tad juicy. The ORR has stepped in with a letter to TOCs.....


The annex can be found as part of the pdf of this letter here (https://t.co/dKWtDmqPK8)

Fight!

I have just seen the following posted online:
Staff redundancies at the following stations:
Oxford - 22
Didcot - 10
Reading - 40
Paddington - 50.

If that is just ticket office staff then can I assume (given 2 shifts a day) that all t/o staff at those stations are being made redundant?

In which case who will be helping passengers buy tickets? Presumably cheaper and less knowledgeable ( about tickets) staff.

Sorry making a lot of assumptions, does anybody have the actual facts?

This and the cross party roasting the Goverment got in Parliment yesterday; the Government were challenged over the short time given for public consultation indeed being accused of a rubber stamp exercise

Changes to ticket office opening hours (including closures) are governed by the processes set out in the Ticketing and Settlement Agreement (TSA) and guidance published by the Department for Transport (DfT).

I have just seen the following posted online:
Staff redundancies at the following stations:
Oxford - 22
Didcot - 10
Reading - 40
Paddington - 50.

If that is just ticket office staff then can I assume (given 2 shifts a day) that all t/o staff at those stations are being made redundant?
In which case who will be helping passengers buy tickets? Presumably cheaper and less knowledgeable ( about tickets) staff.
Sorry making a lot of assumptions, does anybody have the actual facts?

As stated by ORR in that letter


This sets out that a consultation of 21 days is required to change hours in/close ticket offices. So this is set out in law & would require a law change in order to lengthen the period. Of course, the legislation is written to cover the odd, or just a few closures at a time, where 21 days could be considered adequate - not for mass closures on this scale!

Those are from the bigger set of figures IndustryInsider posted two days ago. They still look very much unofficial to me, unless your source provides better evidence of its source.

TVMs do not sell the full range of tickets, and if you can purchase on line, often 7 days notice is required plus a postage fee.

GWR had a notice up at Bristol Parkway when I was there this morning. If the T/O changes go ahead as planned the opening times for the office there will be half an hour shorter in the morning and half an hour shorter in the evening but no changes at all otherwise.

Dave

Colleagues move closer to customers in other locations at the station to
support and assist with ticket purchases.  Ticket Office windows close."

My understanding of this is that a statutory notice of possible redundancies has been issued to the unions as required by legislation in cases like this that has wholesale reorganisation. If all staff either accept the voluntary scheme offered or a new post, none are likely. No staff member has had any notice of redundancy at all.

Can anyone confirm that a voluntary redundancy scheme is there for any ticket office staff that want to avail themselves? I've seen indications of it, but no actual confirmation of a scheme existing.

The term used in a reorg is "Displaced" which means the individual gets informed by their line manager they have not been identified in a post and are at risk of redundancy a close listed vacancy list with jobs on it which the individual can apply for.

Being displaced is an uncomfortable position to be in, I've been there in the past, managed to get a job each time one occasion it was a close run think with only days to go before the P45.

I suspect the new contract T&C's will not be as good as the current ones.

Interesting comment at the bottom of each notice..........

I guess that will ultimately mean that NO Advance tickets will be sold 'at the station'

Dear Members
 
Proposal to Close Ticket Offices
On the 5th of July stark headlines stated, “train operators plan to close all ticket offices in England”. Proposals to close ticket offices affect the majority of rail station ticket offices in England and this will alter the existing available ticket purchasing experience in our region.
 
The Proposals are open to comments for 21 days and these must be made through either Transport Focus or London TravelWatch (Statutory Consultees, as set out under the  Ticketing and Settlement Agreement).  All thirteen operators are running consultations. The responses are being organised by operator and station. Time is already running and the deadline for submissions on 26th July 2023.
 
Will it affect you or those in your community?
 
Transport Focus are the consultees relevant to most of our members, exclusively providing feedback for stations outside the London TravelWatch zone.
 
We want to help members provide useful responses. Many communities are concerned by the proposals and TWSW are here to assist organisation of thoughts, share questions and intelligence.
 
At short notice, we have arranged three meetings for discussing and supporting submission of evidence to the Ticket Office Closure Consultation via Transport Focus.
 
Tuesday            11th July            8pm – 9 pm
Wednesday     12th July            7 pm – 8 pm
Friday                 14th July            1 pm – 2 pm
 
By offering three online meeting opportunities, we hope everyone will find a suitable time to join us for some or all events. Please register online through Eventbrite. Here is the link to register for all or one of the sessions https://www.eventbrite.com/cc/twsw-ticket-office-closure-consultation-2382509.
 
Let me know if this poses a problem and I will arrange your ticket from this end.
 
Best wishes
 
Bryony
 
Bryony Chetwode
Company Secretary TravelWatch SouthWest CIC

TravelWatch SouthWest ... I had a really useful Zoom session with Bryony a couple of hours ago (yes, on a Sunday!).   This post shared here to invite members to sign up via EventBrite to the TravelWatch SouthWest sessions.

Anyone yet had the link for the zoom meeting tonight at 8pm?....coz I've registered & haven't received anything yet. I have had a reminder from Eventbrite but it's not there either....

(EDIT) Found it - log into your Eventbrite account & go to the event page for the session you have registered for. In very small type, it says "Open in Zoom". Click on that 30mins beforehand or less

There was a figure given either in this or the other thread that only 12% of tickets are now sold from ticket offices. Where did that come from? I can't find it now. And is there a breakdown for the remaining 88% between TVMs, online, and on-train?

There was a figure given either in this or the other thread that only 12% of tickets are now sold from ticket offices. Where did that come from? I can't find it now. And is there a breakdown for the remaining 88% between TVMs, online, and on-train?

It's from the Rail Delivery Group

https://media.raildeliverygroup.com/news/proposals-to-update-the-railway-for-how-passengers-use-it-today

And there’s more detailed GWR station by station stats here:

https://www.gwr.com/-/media/gwr-sc-website/files/Changes-to-Ticket-Retailing-at-GWR-Stations-v2.pdf

It's from the Rail Delivery Group

https://media.raildeliverygroup.com/news/proposals-to-update-the-railway-for-how-passengers-use-it-today

At Crowthorne, it is claimed that 98.6% of bookings are bought through a non-existent TVM!

At Crowthorne, it is claimed that 98.6% of bookings are bought through a non-existent TVM▸ !

I am sure Stuving will know.......!

Thanks. Huge variation! And interesting to note that some of the stations with ticket office sales listed, don't actually have ticket offices as such.

Lindsay Hoyle says rail minister misinformed on ticket office closures
Commons speaker intervenes as MPs and unions challenge government plans to close offices across England

The government has been challenged in the Commons over plans to close railway ticket offices, including by the speaker, who told the rail minister that he was being misinformed by train operators.

Labour described the consultation over the proposals to close most ticket offices in England as a “sham” and Conservative MPs also raised concerns, as unions staged demonstrations around the country.

The rail minister, Huw Merriman, sought to reassure MPs over what he said were industry-led proposals to cut costs, with revenue falling after the pandemic.

Merriman said he believed that staff were better deployed on station concourses rather than “behind a glass screen”, adding: “I give the commitment again from the train operators that no currently staffed station will become unstaffed as a result of these changes.”

The comment prompted an unusual intervention from the Commons speaker, Sir Lindsay Hoyle, who highlighted issues in his Chorley constituency.

Sir Lindsay Hoyle told Merriman that at Chorley “the proposal is only to have someone available nine until four, which is half the time the ticket office was [open] … What you are being told isn’t the case.”

The Conservative MP Gagan Mohindra read out a constituent’s email, warning: “By closing the ticket office, you have taken away a focal point of contact. Can the minister reassure us both that those that need assistance will be able to easily locate staff?”

Last week, a number of Conservative MPs highlighted the use of ticket offices at their local stations, while the transport committee chair, Ian Stewart, said there was “alarming evidence” that assistance for vulnerable passengers had declined since the pandemic.

The shadow transport secretary, Louise Haigh, said: “The minister has managed to unite concerns from Labour MPs, his own backbenches, you, Mr Speaker, disability groups, trade unions and consumer groups about these closures.”

She said the consultation was “a sham”, with “just 21 days for people to voice their concerns. No equality impact assessment and no answers on job security, on accessibility, on digital ticketing.”

Campaigners for people with disabilities have protested at the consultation. Sight loss charities including the Thomas Pocklington Trust and the Royal National Institute of Blind People wrote to ministers this week urging a longer period to respond and warning that neither printed nor online forms provided for the consultation were accessible for many blind or partially sighted people.

Elsewhere, unions said plans to close ticket offices were a “fig leaf for redundancies”, as they held dozens of protests outside stations across England on Thursday.

The Transport Salaried Staffs’ Association also took issue with government figures claiming that only 13% of tickets were bought at ticket offices, which it said did not take into account the true impact, including season tickets.

The union’s interim general secretary, Peter Pendle, said the numbers it had uncovered “demonstrate that ticket offices are as popular and vital to the railways as ever”.

He said: “They talk of 13% as though it were a low figure when in fact it relates to hundreds of millions of rail journeys. Talk of modernisation is merely a fig leaf for redundancies and what would be a poorer service for the travelling public at large.”

The Rail Delivery Group, representing train operators, has pledged that there will be more staff outside at stations, and that those with accessibility needs will always be supported, but has insisted that nearly all tickets and services can be bought or accessed online or at machines.

More widespread availability of advance fares from larger stations, so people more less likely to buy a walk on fare?

And people more likely to be using these stations as the start of a longer journey, so more likely to be planned further in advance.

After a delay in getting a refund processed for a partly used season ticket which was bought at Reading and the refund request also made there, I was told by GWR Customer Services that I could only follow up the delay by going to the ticket office as they couldn't deal with refund issues for tickets issued at stations.

The consultation posters imply that all refund issues can be dealt with through Customer Services but, surprise surprise, this isn't the case.

It might be different for season tickets but what I've had to do in the past is upload a photo of the ticket cut in half.

Don't know if this is at all relevant to the debate, but I went to Bristol Temple Meads today, and took these two photos - about 2 minutes apart:

(https://fosbr.org.uk/wp-content/uploads/2023/07/bri_ticket_office_20230715.jpg)

(https://fosbr.org.uk/wp-content/uploads/2023/07/bri_tvm_20230715.jpg)

You can collect tickets from a TVM after paying via PayPal. You just need a card registered in the same name as the PayPal account. 

Don't know if this is at all relevant to the debate, but I went to Bristol Temple Meads today, and took these two photos - about 2 minutes apart:

(https://fosbr.org.uk/wp-content/uploads/2023/07/bri_tvm_20230715.jpg)

Those new TVMs are a right pain, I tried one on Friday at Paddington. Purchase tickets for travel from another station (Boundary Zone) proved to be impossible on it. I didn’t have time to go to the ticket office as my train was cancelled and the suggested replacement service to Reading was leaving shortly.

Don't know if this is at all relevant to the debate, but I went to Bristol Temple Meads today, and took these two photos - about 2 minutes apart:

(https://fosbr.org.uk/wp-content/uploads/2023/07/bri_ticket_office_20230715.jpg)

I use TVMs regularly – but either for a regular and simple journey, eg Bath or Gloucester, or when I've already looked up the possibilities online and know what ticket I want. But I was surprised to see how few people use them according to the stats in the GWR document that was linked to somewhere earlier in this thread. Or I suppose I should say how few tickets are sold from them, as number of tickets does not necessarily equate to number of unique passengers.

I suspect justa mix up between revenue & sales & 12/13....

Train firms face legal action over devastating plan to close almost every ticket office
The Labour mayors for Greater Manchester, West Yorkshire, Liverpool City Region, South Yorkshire, Cambridgeshire and Peterborough are preparing to go court unless train operators halt closures of 1,000 ticket offices across England

It'll be interesting to see if this legal challenge (https://www.mirror.co.uk/news/politics/train-firms-face-legal-action-30489002) by Northern mayors gets traction


and

Mayor of Greater Manchester Andy Burnham (https://www.mirror.co.uk/news/politics/im-preparing-take-legal-action-30489105) reveals that he and four other Labour mayors are set to challenge plans to shut almost 1,000 railway ticket offices across England

Care - it's the ad-riddled Mirror website, but worth the read.

https://www.transportfocus.org.uk/about/transparency-and-accountability/board-meetings/
This is happening in Bristol today if it is of any interest.

[Andy] "Burnham said the “rushed” consultation “should be declared null and void”, adding: “Section 29 of the Railways Act 2005 sets out a very clear and detailed process which must be followed if a train operating company proposes to close a station or any part of a station. That process has simply not been followed in this instance. It requires a 12-week consultation.”

Disabled people launch legal challenge to consultation over planned closure of rail ticket offices
Disabled people launch legal challenge to consultation over planned closure of rail ticket offices
Two disabled rail users have launched a legal challenge to the rail industry’s consultation on planned closure of hundreds of rail ticket offices across England over the next three years.

Regular rail travellers Sarah Leadbetter, who is registered blind, and Doug Paulley, a wheelchair user who has hearing loss, claim that the consultation is unlawful and discriminates against disabled people.

They argue giving people just 21 days to respond to some of the biggest changes to railway operations for a generation is inadequate and breaches legal requirements for such consultations. They also say the format of the consultation is inaccessible to many disabled people and lacks information about how the changes may affect them. This means disabled people, who often rely on ticket offices for assistance, may not have their views heard equally.

The pair, who are represented by law firm Leigh Day, are calling for the four publicly owned Train Operating Companies (TOCs), and the Transport Secretary, to end the current consultation process and reconsult in a manner which complies with his consultation and equality duties. Their consultations form part of a concerted move by all TOCs within England who run stations to consult upon proposals which, if adopted, would see rail ticket offices being closed in almost every single rail station in the country.

Specifically, they argue that the consultation is unlawful because:

• It should have been carried out when the proposals are still at formative stage. However, the decision to close ticket offices appears to have already been taken given statutory redundancy notices have already been issued to staff.

• There are multiple, serious flaws with the consultation related to accessibility which mean disabled people will not be able to understand the impact of the proposals or provide a meaningful response.

• The time period of 21 days falls far short of what is required to properly consider and respond to these complex and far-reaching proposals; even more so for disabled people given the accessibility issues described above.

• The Defendants have failed to take any steps to avoid or reduce this disadvantage such as extending the consultation period, providing readily accessible alternative formats and proactively consulting with organisations representing disabled people.

• The proposals have been on the table for a significant period of time: there is no reason why the short consultation period could not be extended, and the process adjusted in the manner set out above to ensure it is accessible to all members of the public.

• The consultation process does not eliminate discrimination or advance equality of opportunity for disabled people for the reasons set out above.

Wheelchair user, Doug Paulley said:

“The presence of dependable rail staff is incredibly important for disabled people, including me, who use our often inaccessible railways. The cuts are a fait accompli being pushed through the motions of this sham consultation, with its disingenuous claims and failure to give disabled people the information we need to respond properly. It is appalling that such an important topic is being handled in this manner and the process must be stopped.”

Registered blind rail user, Sarah Leadbetter said:

“People like me, with visual impairments, rely on ticket offices and their staff to help us when we’re travelling and their closure will be a huge blow. To hold a consultation that fails to properly hear the views of those who need assistance the most is woefully inadequate. The government should scrap this unfair process and come up one that gives rail passengers with disabilities an equal say.”

Kate Egerton, senior associate at Leigh Day, added:

“The rail industry’s consultation on the plans to close railway ticket offices across the country, which is overseen by the Department for Transport, is, in our view, clearly unlawful and not fit for purpose. Not only does it fail to provide adequate time for people to respond to one of the biggest changes to our railway network in a generation, it denies a voice to disabled people who rely on ticket office staff for assistance when they travel. The Transport Secretary must now end this inadequate consultation and replace it with a fair process that considers the views of all rail users.”

There has been a significant shift in the way passengers purchase tickets, with just one in every ten transactions taking place at a ticket office in 2022/23, down from one in three a decade earlier. 99% of all transactions made at ticket offices last year could be made at TVMs or online.

Together with the rail industry, we want to improve and modernise the experience for passengers by moving staff out from behind the ticket office screens to provide more help and advice in customer-focused roles. We have been clear that no currently staffed station will become unstaffed as a result of this reform.

These reforms will bring our stations in tune with what customers expect from other, modern and responsive services, including supermarkets and banks, where customer assistants help with information, support and making digital transactions on the shop floor. To propose any changes to the opening hours of a station ticket office, or to propose its closure, train operating companies must follow the longstanding process set out in the Ticketing and Settlement Agreement (TSA).

Train operators must consult on any proposed changes, advertising them at the relevant stations and inviting members of the public who wish to comment on the proposal to write to the relevant passenger body (Transport Focus or London TravelWatch) within a 21-day public consultation period.

Under the Ticketing and Settlement Agreement, when proposing major changes to ticket office opening hours (including closures) operators are required to take into account the adequacy of the proposed alternatives in relation to the needs of passengers who are disabled, and to include this in the notice of the proposal sent to other operators and passenger groups. We would also expect operators to consider other equality-related needs, and to make this clear in their consultation.

Department for Transport

(a)  the operator of a station proposes to discontinue the use of a station or of some part of it;

  (b)  the station or, as the case may be, that part of it has, at any time within the preceding five years, been used for or in connection with the provision of services for the carriage of passengers by railway;

  (c)  the station or that part of it is not secured;

  (d)  the station or that part of it is not excluded from the application of this section by an order under section 38; and

  (e)  the proposal is not a proposal for a minor modification.

(3)  The operator must give notice to the national authority setting out—

  (a)  particulars of the proposal for the closure in question; and

  (b)  a summary of the results of the assessment carried out in accordance with subsection (5).

(7)  If the national authority forms the opinion that the closure should be allowed, it must—

  (a)  carry out a consultation under Schedule 7 about the proposal; and

  (b)  after carrying out that consultation, either notify the operator that it has changed its opinion or refer the proposal (with or without modifications) to the Office of Rail and Road.

I was there ... much more that just the ticket consultation.   Writeup to follow

"This is not a process of our design, but one written into [statue named] that we are charged with following for England outside the wider London area, where TravelWatch London have the same reponsibilty.

"We have 21 days from the announcment of the consultations to take public inputs on individual station proposals and those 21 days end on 26th July. We then have a further period during which to analyse the inputs on a station by station basis.

"If we object station by station, we can / will raise that with the station opertor concerned with there being three potential outcomes:
a) The operator can withdraw the proposal
b) We can negotiate with the operator an come up with a compromise [I was not sure if that compromise triggers a further consultation]
c) If there is no agreement between TF and operator, it goes to the Secertary of State for a decision

"In considering inputs we will be considering future
* Ease of use
* Provision of assitance
* Information availability
* Penalty Fare / system handling
* Use of other station facilities "
- And I think I noted them all, but may have missed someting

Just to add my recent personal experience I had to travel from Carmarthen to Cardiff and use the ticket machine. Ticket office was open but she was on a cigarette break and in no rush to come back  :)
Next time I guess I'll order online....

Front page of the Daily Mirror (via BBC website) reporting a possible delay

https://www.bbc.co.uk/news/blogs-the-papers-66308660

EXCLUSIVE: Train ticket office cull in CHAOS as crisis talks over closures could last until September

Ministers and train companies have been spooked over legal challenges to how the process has been conducted, amid claims that the 21 day consultation was too short and unlawful

Consultation period extended to 1st September

https://www.bbc.co.uk/news/business-66311238

The consultation into the plan to close hundreds of ticket offices in England has been extended until 1 September.

Organisers of the consultation said some train companies did not provide accessible formats, preventing people from being able to respond to plans.

More than 170,000 responses have been received according to watchdogs Transport Focus and London TravelWatch.

More time for public to have their say as ticket office consultation deadline extended

Following feedback from passengers, the rail industry has given more time for the consultation on changes to ticket offices. The consultation will now close on Friday 1 September, 2023.

Input from passengers and independent watchdogs will help shape final proposals, so all rail users are supported as the railway responds to generational shifts in passenger buying habits.

The consultation is happening as part of an industry-wide set of proposals that would mean ticket office staff would work on station platforms and concourses where they can be closer to customers. Subject to consultation, ticket offices could be phased out over a number of years.

Ticket office staff would be freed up to work in other areas of the station where they are closer to customers and better placed to help, in line with models already in place at some Great Western Railway stations such as Newbury or Reading Green Park.

A new role, based on the existing station multi-skilled roles already in place on the GWR network since 2007, would be created to allow staff to help more customers with a wider range of issues. Instead of being confined to just one area, these roles would be able to help customers in many more ways – including those with additional accessibility needs - wherever they are on the station.

It is a way of working already in place at some Great Western Railway stations, including Newbury and Reading Green Park stations.

Customers’ use of online and digital ticketing has accelerated over the past four years, and today, just 14.5% of GWR tickets are sold at ticket offices. The changes would align the rail industry with many other retailers, including banks, which have offered counter-free services for over a decade.

The Passenger Assist programme – which helps disabled and mobility-impaired customers navigate stations and board trains – will not be affected by the changes. In fact, the proposals are designed to increase staff trained and available to help customers at stations across the network, including those with additional accessibility needs.

A spokesperson for GWR said:

“Digital tickets and mobile phones means our ticket office staff are helping around half the number of people they did in 2019.  It makes sense to move staff where they can be more help to more customers, and provide more training to help with a wider range of issues– like assisting those with reduced mobility through stations and onto our trains.

“This consultation is designed to allow the public to test and examine our proposals, and make sure our plans are compliant with the safeguards put in place at privatisation so that the needs of customers will still be met.”

Those who wish to have a say should visit: www.GWR.com/haveyoursay and follow the links to either Transport Focus or London TravelWatch, who are independently running the consultation,  by Friday 1 September.

Who benefits from these changes?

A key benefit of these changes is that they greatly improve the ability to make staff available at the right place and time to help customers face-to-face, rather than being restricted to just selling tickets from behind a glass window.

The plans would move staff to a new role, based on the principles of the station multi-skilled role – in place at GWR since 2007. This would allow staff to help more customers with a wider range of issues, including helping them to buy tickets, wherever they are on the station.

The changes also ensure a more visible staff presence around the station during staffed hours, on ticket concourses and on platforms where staff can also help deter anti-social behaviour.

I have a disability and can’t use ticket machines. Will I still get help at the station?

Yes. There will be more staff with more training on platforms and station concourses, helping passengers to plan journeys and use digital and self-service ticketing machines.

Two-thirds of GWR stations already operate without ticket offices, which means they have well-established arrangements that allow customers to travel without a ticket before buying on board trains or at their destination station if there is no other option.

The approach would help bring station retailing up-to-date from 1996, when the rules on how to sell tickets were set and before the invention of the smartphone. Back then, 82% of all tickets were sold at ticket offices nationally, compared to less than 15% on average today. Bringing staff out from offices would allow the railway to respond to the generational shift in customer behaviour, in common with many other industries and organisations that have long since done so such as Transport for London, most airlines and many banks and supermarkets.

What generally happens in your scenario currently whereby a blind person arrives at a station where the ticket office is closed/doesn't exist?

I'm trying to work out how the closure would affect Tilehurst Station, which survives being unstaffed in the afternoon and night. In the mornings will the nice lady lurk outside her closed office helping passengers to use the machine - when it's working?  Or, as I suspect, will the station become completely unpersonned?

Rejoice, rejoice: the railway ticket office may yet be saved for the nation. Or more likely, it’s at least earned a brief reprieve. After a public outcry against plans to shut booths staffed by real live humans, train operators have relented and extended what was a suspiciously short three-week consultation.

Passengers will now have until September to make their point, shifting the exercise from a seemingly done deal to something at least vaguely pretending to be an open question, and hopefully allowing the voices of anxious disabled passengers in particular to be heard. It’s a victory, too, for anyone still foxed by the mad complexities of British train ticketing or forced by the general chaos, cancellation and delay towards the battle-scarred veterans of the ticket office, invariably the only people in the station who seem to know what’s actually happening. But beyond that, it sheds some light on how we all might like to be treated in an age of rapid automation.

The railways are hardly the only industry in which humans are steadily giving way to machines, with painful consequences for anyone who either can’t or won’t scan a QR code, email a bot, or risk a parking fine because they’ve failed to figure out one of the endless apps and automated systems taking over from the old-school habit of feeding coins into a slot.

Galling as it clearly is for Nigel Farage to find himself shunned by Coutts, the drama over whether one man’s bank account should have been closed, or what the bank should have subsequently disclosed about his private finances, is arguably not the most pressing access issue in a world where 5,695 high street bank or building society branches have closed in little over eight years.

Confidentiality in banking obviously very much matters, as does political impartiality. But still, it would be nice to see Downing Street taking the same level of anxious interest in pensioners who can’t get the hang of internet banking, or people who for whatever reason don’t have access to mobile phones.

The days when everyone had to queue up to pay in cheques (gen Z readers, ask your grandparents) or get money out over the counter are obviously long gone, giving banks the chance to save a fortune by shutting down staffed branches. It’s second nature now for millions of us to move money around by banking app, to the point where we rarely even touch hard cash, just as it is to buy and store train tickets on a mobile phone.

But what if you’re in your 80s, with cataracts, and don’t want to struggle with doing everything on a blurry screen, worrying all the time that you’ve hit the wrong button or might be being conned? What if you find the whole thing confusing and frightening, and just want to talk to a real person face to face rather than sit on hold endlessly to a call centre, or attempt to explain yourself to a chatbot?

For anyone young enough to regard an actual live telephone call as an act of unpardonable violence, organising your life through the medium of a screen may be fine; for their grandparents, perhaps not so much.

The same is true of supermarkets, where most of us are now perfectly used to swiping our own barcodes in return for skipping the checkout queue. But watching the pool of human cashiers shrink to a token handful, while what was once an equally token handful of self-service tills expands to fill most of the floor space, triggers a very particular kind of guilt. How must it feel to see that army of machines physically advancing towards your job, week by week? And what about all the lonely, shuffling shoppers for whom a friendly chat at the conveyor belt might be the only human contact they get in a week?

When I was at home on maternity leave with a tiny, howling baby, there were times when exchanging pleasantries with a stranger in Sainsbury’s was pretty much the social highlight of the day. Though the pandemic has accustomed us to a more antiseptic culture of doing everything online, the suffering of so many who found themselves painfully isolated in lockdown should also have taught us a salutary lesson.

The “chat checkouts” introduced some years back by the Dutch supermarket chain Jumbo, for customers who would actively rather linger over their shopping, were part of a government programme to combat loneliness (with all its associated health and social costs) that could easily be copied here. They might only serve a handful of customers, but they meet a bigger need.

The UN agency Unesco’s warning this week against relying on mobiles and tablets in the classroom, meanwhile, is best interpreted in Britain – where most schools have long since imposed strict rules on phones – as a warning shot against screens being deployed as a cut-price alternative to teachers in the age of artificial intelligence. We are barely in the foothills yet of what AI at work will do to human interaction, which seems all the more reason to put down some markers.

Rail operators insist that only 12% of passengers still buy tickets directly from an office, and that liberating staff from behind their plastic windows means they’ll be free to roam stations dispensing friendly help and advice. (Oddly enough, unions don’t buy that, suspecting the more likely outcome is job cuts.) But even if it were true, that 12% often have reasons that can’t simply be swept aside.

The former Paralympian athlete and crossbench peer Tanni Grey-Thompson warns that it’s people on the ground in stations who effectively make travel for disabled passengers possible (though often barely so). The Labour MP Marsha de Cordova, who is registered blind, says only 3% of people with sight loss can use a ticket machine. And what about up to a million Britons who will soon be living with dementia? In the early stages of Alzheimer’s it’s still possible to live a surprisingly independent life, given the occasional bit of help from a human.

Behind all of these in the queue, meanwhile, trail baffled tourists, people who can’t believe there isn’t a cheaper way of doing this (surprisingly often there is, though the ticket machines don’t tell you), and everyone enraged to find the touchscreen frozen yet again. And yes, eventually ticket offices will probably go the way of steam trains and station porters. But this week should be a salutary lesson to cost-cutting companies (and governments) that hustling everyone through this transition too fast is a false economy. This is one journey where slow and steady beats a cold, heartless rush.

Opinion piece from Gaby Hinsliff in The Guardian (https://www.theguardian.com/commentisfree/2023/jul/28/humans-train-ticket-self-service-app-automation):

Jeremy Hunt complained about railway ticket office closures in his own area the day before Government-backed plans to shut almost every one in England were unveiled.

The Chancellor contacted South Western Railway, which runs services in his South West Surrey constituency, earlier this month to raise concerns about the impact on local passengers. The next day train operators announced they want to close ticket offices at 974 stations across England.

One assumes that the vast majority of those will not be in favour of the idea. Elsewhere that number would be sufficient to get a debate in parliament?

I have a feeling that there will be some token gesture closures but the plan will be batted into the future past the General Election, MP's have a weak stomach when it come to things that might upset voters leading up to a General Election

At the same time, and as a matter of urgency, simplify fares so that they can all be purchased from a TVM and ensure the the new "floor walker" model of Customer Service staff have all the necessary technology to assist.

They might, but equally (perhaps more) likely is that they will come up with a closure figure which is smaller than first mooted, enabling Unions/pressure groups to signal a victory but in reality closer to that which the industry/Government had in mind all along - "hubs" retained at larger stations etc.

Make no mistake, this is a direction of travel in the same way as retail, supermarkets, banking etc are headed - retaining the status quo when only 12% of customers use ticket offices is not sustainable or justifiable in any sense. Any stay of execution will be no more than that.

I hope that provision will be made for those unable to use modern technology to purchase tickets - those who are simply unwilling will need to adapt, as has been the case with progress and change throughout history.

At the same time, and as a matter of urgency, simplify fares so that they can all be purchased from a TVM and ensure the the new "floor walker" model of Customer Service staff have all the necessary technology to assist.

Have closures by stealth started already?

I note that locally there has been some closures of ticket offices which break the hours stipulated.

St Austell has been shown on the station updates page, for the past few weeks, as "closed until further notice" and now it just says "Closed"

Truro and Penzance which were open until 20.00 and, I believe 19.00hrs M-F, both state on the station information page on the GWR website they now close at 17.30.

Could be due to ticket office staff being on leave and there being no one available to cover the shifts

I think they can amend hours as long as they aren't a 'major' change, however that is defined!

Yep, that is a possibility but it has been going on for a few weeks now. In my time it wouldn't have happened  but with the threats of closure around the staff may have started to decline o/t & rdw to make a point.

RDW = Rest Day Working, I guess

Remember when they simplified rail fares, so that no-one was confused and everyone could easily buy the right ticket? https://youtu.be/XGyhDjQCLkY

Remember when they simplified rail fares, so that no-one was confused and everyone could easily buy the right ticket? https://youtu.be/XGyhDjQCLkY

A blind man has said Easyjet staff at an airport would not sell him a ticket in person and told him to use an app instead.

When the couple approached the airport's assistance team for help using the smartphone app "they were busy with various passengers coming in and out".

I mentioned the proposed closures on my NextDoor neighbourhood forum, prompting a flurry of outraged protests.

Two thoughts:

if the ticket-office man/woman is still going to be deployed around my station, where's the saving that, as I understand it, the Government wants;

when the machine breaks down and if the ambulant staff member cannot sell tickets, I can foresee a number of cross and frustrated passengers.

Closing down station ticket offices will cause more harm than we realise

Transport unions plan mass rally outside Downing Street for the final day of consultation on controversial plans to close railway ticket offices

A protest against railway ticket office closures is to be held on the final day of consultation on the controversial plans.

The Rail, Maritime and Transport union (RMT) said it will take the fight for the future of ticket offices to the doorstep of Downing Street on August 31.

A mass rally will see RMT members, trades unionists and campaigners tell the Government 'in no uncertain terms' that ticket offices must be saved.

The consultation on the future of ticket offices, which has received nearly 400,000 responses, will close on September 1 and the union is encouraging everyone to take part.

The union said the plans to close up to 1,000 ticket offices will threaten 2,300 station staff job losses.

The reason that ASLEF chose September 1 as a strike day - it's the last day of the consultation. From The Mail via MSN (https://www.msn.com/en-gb/news/uknews/transport-unions-plan-mass-rally-outside-downing-street-for-the-final-day-of-consultation-on-controversial-plans-to-close-railway-ticket-offices/ar-AA1fvmop?ocid=msedgdhp&pc=U531&cvid=3ac6023b8ce648b58befd98d51797fb5&ei=110)


.....continues at link above

On 31 August, railway workers will be marching to 10 Downing Street in their fight to save railway ticket offices across the country from being closed and their staff losing their jobs.

A mass rally is being held in which RMT members, trades unionists, and supporters from across the political landscape will tell the government in no uncertain terms that staffed ticket offices are essential and must be saved.

On 31 August, railway workers will be marching to 10 Downing Street in their fight to save railway ticket offices across the country from being closed and their staff losing their jobs.

This consultation will seek to understand the impact of existing accessibility standards, determine what more needs to be done to improve rail accessibility for all users on mainline railway stations across Great Britain and reducing the ambiguity for those in the industry working on station infrastructure improvements. The revision looks to reduce ambiguity and simplify the standards set out in the code of practice to continue protecting the interests of all railway passengers when accessing stations. This includes ensuring the cost associated with changes to infrastructure is in line with achieving best value whilst managing public money.

In addition to the standards in the code, as part of their operating licence, passenger train and station operators, including Network Rail are required to establish and comply with an accessible travel policy (ATP). This will state how they will protect the interests of disabled users of their trains and stations. It also commits the operator to meeting their legal obligations in terms of making reasonable adjustments to their services to allow disabled people to use them. For example, by providing an accessible taxi, free of charge, to anyone unable to access a particular station.

The actual page referred is

(https://scontent.fltn3-2.fna.fbcdn.net/v/t39.30808-6/369863567_688227046668601_5674024950285828817_n.jpg?stp=dst-jpg_p526x296&_nc_cat=108&ccb=1-7&_nc_sid=730e14&_nc_ohc=hh-KRO-dfYsAX9xZrTF&_nc_ht=scontent.fltn3-2.fna&oh=00_AfBFQE2hpU9V-2kiQ9QukaN3Dug6m7HHvtgwwVjtQ_L0tg&oe=64EA8F6F)

Well there's a surprise! (https://www.mirror.co.uk/news/politics/tories-told-come-clean-whistleblower-30771315)

Quelle surprise!

Did anyone really buy that it was all about getting staff out to help passengers? I don’t think they did.

Well there's a surprise! (https://www.mirror.co.uk/news/politics/tories-told-come-clean-whistleblower-30771315)

"... they have taken the view that their staff can be better redeployed across the station concourse platform and barrier, accessing 100% of passengers, rather than the 10% nationally who purchase their tickets from a ticket office ..."

I note that no one one has mentioned that each TOC has now published the Equality Impact Assessments for all stations. GWR has produced one file of nearly 1500 pages & a file size of 50Mb!! ::) :o :o

So no chance of loading it up on here!

The crucial dimension: for travellers who need human assistance, the market has delivered solutions. A convenience store assistant could not be expected to interpret a rail ticket system as Byzantine as the UK’s. But that is because our fares structure is bonkers: simplify the system and everyone will benefit.

The train back to the capital paused at Knivsta station. The handsome century-old ticket hall has been transformed into a microbrewery. Change can deliver some surprising benefits.

She captures the problem: automation has led to lawlessness to which there is no ready solution in the justice system. And it’s not just shops where this is happening. Slowly, gradually, we are removing “secondary social control mechanisms” – shop staff, train ticket collectors, park keepers and bus conductors. Part of their job – an overlooked fact – was to maintain order. A bigger social problem may be looming.

...the chief objection to closing ticket offices seems to be that it leaves disabled people vulnerable...

The idea is growing on me - surely it would be possible to combine passes for all forms of public transport into one for disabled people?

Maybe the blue badge for parking too?

It would make all concerned lives much more straightforward.

If the Government are determined to close down (the majority of) ticket offices then they will in the end by hook or crook - maybe the campaign against it should factor an idea like this into the debate?

You have to consider this Government has no regard for the average person that uses public services, their sole interest at this moment in time is to cut public spending to build up a pot of money so they can curry favour with the voters by cutting taxes ahead of the General Election in years time

Blue Badges are administered by Local Authorities so would need a change in that process, which will cost money something this Government are unlikely to spend on.

It’s not a bad idea, provided the government/taxpayer is happy paying for it?

Why not also give the elderly free travel?  65 is probably too young but perhaps the over 80s could travel free?

And for a trinity of changes, get rid of all the different railcards and replace them with one national railcard, which could cost less if you are young, a senior citizen or work in the forces etc.?

As well as the cost and ease of implementation, my main concern is that careful consideration would need to be given to make sure trains and stations have the ability to deal with a likely surge in usage by disabled customers with assistance requirements.

Mind you, I don’t think there’s any impetus within the government to do any above, but perhaps when they decide what they’re going to do with the railways, be that GBR▸ or something else, then that might be the time?

...If you are blind, how on earth do you find someone? Guide dogs are trained to know where the ticket office is!

Which pre-supposes that blind individuals with assistance dogs only ever use railway stations with traditional ticket offices, something that I highly doubt is the case.

The idea is growing on me - surely it would be possible to combine passes for all forms of public transport into one for disabled people?

Maybe the blue badge for parking too?

It would make all concerned lives much more straightforward.

TG - If you are blind, how on earth do you find someone? Guide dogs are trained to know where the ticket office is!

A backlash against plans to close most rail station ticket offices in England has led to a delay in the process.

A public consultation into the plans received 680,000 responses, which passenger watchdogs say is a record.

Transport Focus and London Travelwatch were originally due to assess them by 6 October, but asked for more time and now have until 31 October.

The petition to 'persuade' our MPs to actually debate this proposal has today finally passed the 100,000 signatures required - at time of writing, 100,206 have signed.

https://petition.parliament.uk/petitions/636542

Yep, read it carefully - I did say “persuade”.

In some ways could that make matters worse for those campaigning?

If it's put to a vote after the debate, won't the Tories simply whip their MPs to vote for the original closure proposal and then (presumably?) It's game over with a democratic mandate?

I'm sure someone with more constitutional knowledge than me can clarify!

Do these petitions ever result in a vote? I thought they are Westminster Hall debates, and thus don't?

More than half a million responses

With more than half a million responses, the consultation on proposed changes to ticket offices closed on Friday 1 September. The process ran between 5 July and 1 September 2023, following an extension by train operators in July.

Transport Focus and London TravelWatch are now analysing the 680,000 responses received. The consultation on train operator proposals to close the majority of ticket offices in England has seen one of the largest responses seen by the watchdogs.

In the consultation responses from the public and stakeholders, concerns were raised around accessibility, safety and security, issues with ticket machines and how stations will be staffed in future. Over the coming weeks, the watchdogs will continue to analyse the train operator proposals and public consultation responses before responding to train operators by 31 October.

Transport Focus and London TravelWatch will publish the response to each train company’s proposals online with an overview of the number of responses received, and the main issues raised in the consultation.

Transport Focus staff are reviewing the public responses and the train company proposals to assess whether or not they will improve the quality of service for passengers. Transport Focus has published the criteria it is using to assess train proposals and inform its decision.

If the watchdogs object, the train company can refer its proposal to the Secretary of State for a final decision. The Department for Transport has published guidance which sets out the approach the Secretary of State will take if this happens.

Worth a read..................
https://www.theguardian.com/travel/2023/sep/26/tragic-death-of-the-ticket-office-the-inhuman-isolating-change-that-could-ruin-train-travel

..............summed up in this brief extract:

"In developing our proposal to modernise and update our stations, we have focused on delivering improvements for our customers,” says Claire Mann, the managing director of South Western Railway (SWR), which runs Ryde Esplanade station. Nothing to do with reducing staff numbers at stations to save money, then. The train operators say that ticket office staff can be retrained and moved to a new, multiskilled role, while SWR “can offer a customer service that aligns with what customers actually want and need, in line with their expectations from modern retailing”.

None of the customers I meet today say that closing the ticket office is what they want or need, or that it is in line with their retailing expectations. On the contrary, they call the decision “disgusting”, “ridiculous”, “gutting”, “inhuman”, “isolating”, “diabolical”, “ageist”, “ableist” and “heartbreaking”.

The usual meaningless double-speak waffle from TOC senior management !!!

...There are alternatives, including paying on the train.

.................... I'm a pensioner.

But alternatives don't form part of the consultation, do they? Nor does simplifying the fares system so that people without a PhD in Train Fares can confidently choose the best ticket.

But alternatives don't form part of the consultation, do they?

So am I Tony...............and I don't disagree with a word you say ! We all have to move with the times, I use my mobile phone for lots of things that not long ago I would have probably railed against.............the only time I use cash now is in the "dinosaur" supermarkets that expect me to put a pound coin in their trolley.

EXCLUSIVE: Rail ticket offices 'in line to be spared' as watchdogs want bosses to agree to changes
The Daily Mirror is fighting to block the mass closure of 974 ticket officers across England, highlighting the impact on passengers, especially the elderly, and disabled

ByGraham Hiscott Head of Business, 18:11, 22 Oct 2023, UPDATED18:54, 22 OCT 2023

Watchdogs are poised to block mass closure of rail ticket offices unless train companies make last-minute changes.

Train operating companies have put forward proposals to shut 974 ticket offices across England to save money. Passenger watchdogs Transport Focus and London Travelwatch are due to announce whether to approve or object to the controversial plans on October 31.

Plans to close most railway ticket offices in England to save money "go too far, too fast", MPs have warned.

In a letter to the rail minister, the Transport Committee said the proposals risk "excluding some passengers from the railway".

The plans, which are yet to be approved, have sparked concern from unions and disability groups.

The government said whatever changes the industry makes, it must maintain a high quality service.

The closure plans have been put forward by train operating companies. Operators are under pressure from the government to cut costs after being supported heavily during the Covid pandemic, and argue only 12% of tickets are now bought at station kiosks.

The Rail Delivery Group, which represents train operators, said that the companies had worked with customers and accessibility groups "to ensure that all passengers are supported".

Currently around three out of every five stations has a ticket office, although some are only staffed part time. Under the proposals, most would close.

Some ticket kiosks would remain in large stations, but elsewhere staff would be on concourses to sell tickets, offer travel advice and help people with accessibility.

No currently staffed station will become unstaffed as a result of this reform, with staff still being there to provide assistance and additional support at stations for those who need and want it.

Trowbridge reduced facilities availability

The ticket office, toilets and waiting rooms will have the following limited opening hours:

Friday 20th to Saturday 28th October - closed

Tickets can be bought from the ticket machine or digitally.

Westbury ticket office reduced opening hours

The ticket office will have the following limited opening hours:

Friday 20th October - 0650 to 1330
Saturday 21st October - closed
Sunday 22nd October - closed
Monday 23rd October - 0650 to 1330
Tuesday 24th October - 0650 to 1000
Wednesday 25th October - 0650 to 1330
Thursday 26th October - closed
Friday 27th October - 0650 to 1000
Saturday 28th October - closed

Tickets can be bought from the ticket machine or digitally.

Just a quick note to remind you that Transport Focus and London TravelWatch will be reporting back on their consultation on how tickets are sold at stations next Tuesday (31 October).   
 
We will send a further update then, but we thought it would be helpful to send a reminder and a quick update on the work we have been doing in the meantime. 

We have been listening to stakeholders and colleagues and to Transport Focus and London TravelWatch who have been sharing key themes from the consultation, and as a result we have made a number of key changes to our proposals:
* Digital First, Not Only: We have changed our proposals so that retail trained staff will have handheld sales devices to support self-service ticket machines. This means customers will still find every type of ticket they can get today at a station in the future and staff will be available to help with ticket advice if needed. In addition, we will upgrade our ticket machines to sell a wider variety of tickets and more tickets will become digitally available.   Staff will also be able to help switch to buying digitally via our app or other options like pay-as-you-go/CPAY
* Staffing Hours: We are extending our staffing commitment so that retail trained colleagues will be on hand for the same hours as today at all stations with a ticket office, ready to help customers when they need it
* ‘Help at Hand’ Points: We have proposed the introduction of accessible, clearly marked Welcome Points with ‘Help at Hand’ buttons providing a direct link to a retail-trained staff member should they not be immediately available
* Cash availability: We are proposing to add cash payment options to our self-service Ticket Vending Machines 
 
We have also looked at the timing of the changes.  Before any change is made, we will first need to agree our revised plans with the Department for Transport, we will then discuss the changes with our colleagues and their Trade Unions, complete updated Equality Impact Assessments for each station and a Crime and Vulnerability Risk Assessment.
 
Once this is complete, we propose to reduce the number of windows available at stations with multiple windows, bringing those staff closer to customers on the station floor.  They will help customers use self-service machines, or digital purchase, while also helping with any queues for tickets with their handheld ticket devices.   We will review progress before making further changes, including bringing staff from single window stations out from behind the glass, with handheld devices, and the pace of change will be driven by changes that customers make in how they buy their tickets. 
 
We will update again on Tuesday when we have received the feedback from Transport Focus and London TravelWatch. 
 

By email from GWR

Warminster reduced facilities availability
The ticket office, toilets and waiting rooms will have the following limited opening hours:
Friday 20th to Saturday 28th October - closed

Frome reduced facilities availability
The ticket office, toilets and waiting rooms will have the following limited opening hours:
Friday 20th October - 0530 to 1230
Saturday 21st and Sunday 22nd October - closed
Monday 23rd to Friday 27th October - 0530 to 1230
Saturday 28th October - closed
Tickets can be bought from the ticket machine or digitally

Bradford-on-Avon reduced facilities availability
The ticket office and waiting rooms have the following limited opening hours:
Friday 20th and Saturday 21st October - 0630 to 1400
Sunday 22nd October - closed
Monday 23rd to Saturday 28th October - 0630 to 1400
Tickets can be bought from the ticket machine or digitally.

By email from GWR

The government has already publicly denied in involvement in its response to a petition.
The Government has responded to the petition you signed – “Require train operators keep ticket offices and platform staff at train stations”.
Government responded:
The rail industry has consulted on plans to modernise to provide the service passengers deserve, moving staff from behind ticket office screens to provide help and advice in customer-focused roles.
Together with the rail industry, we want to improve and modernise the experience for passengers by moving staff out from behind the ticket office screens to provide more help and advice in customer-focused roles in the station. No currently staffed station will become unstaffed as a result of this reform, with staff still being there to provide assistance and additional support at stations for those who need and want it. This would include providing assistance in purchasing tickets and providing customer information. When consulting, train operators were required to follow the rules set out in the rail industry’s Ticketing and Settlement Agreement (TSA), and the Government has no role unless objections are referred to the Secretary of State for a decision. We do not therefore plan to require train operators to keep ticket offices and platform staff at train stations.
There has been a significant shift in the way passengers purchase tickets, with just one in every ten transactions taking place at a ticket office in 2022/23, down from one in three a decade earlier. This is equivalent to 13% of revenue in 2022/23. Train operators have therefore consulted on proposals to close ticket offices and move staff out onto stations where they can provide support to passenger where this is needed.

The public consultations on proposed ticket office changes have now closed. The independent passenger bodies, Transport Focus and London TravelWatch, are engaging with train operators on the basis of the consultation responses they have received and the criteria they have set out on how they will consider their responses. Train operators are expected to work collaboratively with passenger bodies in the coming weeks to listen to the concerns raised and to refine their proposals accordingly.

Should ticket offices close following this process, staff would be redeployed and multi-skilled in order to provide advice and assistance across stations. Exact arrangements will vary operator by operator and will be the subject of collective bargaining with the trade unions. 
Department for Transport
This is a revised response. The Petitions Committee requested a response which more directly addressed the request of the petition. You can find the original response towards the bottom of the petition page https://petition.parliament.uk/petitions/636542 (https://petition.parliament.uk/petitions/636542)

From a passenger viewpoint, I am relieved at the change that will allow hand held ticket service at stations - guessing (and can anyone confirm) that will be like the equipment train managers have?

Misgivings remain -
* What hours will staff actually be available - comparison to "today" is confusing as many ticket offices are on short hours or closed today
* Will passengers, especially those with sensory or mobility issues, be able to find the roaming staff even if they know they are somewhere there
* Having consulted and now changing plans, what consultation on these changes to the changes?

Much of my criticism and cynicism comes down to a lack of trust.  I am fearful of saying "that sounds better" because there have been so many broken promises by the rail industry.  I awaken today to a cancellation of 2 out of 18 services at my local station due to a staff shortage - again.  Been going on for years, with promises of fixes; passengers travel on services that run. The 17:36 Swindon to Melksham should have run 60 times in the last 12 weeks. It has run 54.  The 18:44 should have run 60 times, but it has only run 49 - that an 82% performance.   Get that over 95%, GWR (you aim for 98%) , and I'll be a little less cynical about other plans.

The above is ever one was needed a definition "at arms length Government body"  ie an organisation / company that relies heavily on Government funding / subsidy, whereby the Government ministers / departments do not direct where cost savings can be made but Government ministers / departments merely suggest / indicate their thoughts on where savings could be made; in other words if the organisation / company follow the thinking of Government ministers / departments then the funding / subsidy will be supported by Government ministers / department.

This way the Government ministers / departments can "honestly" say the decisions on how a business is run is entirely up to the company / organisation and that Government ministers / departments have no day to day involvement in the running of the Railway

Cheltenham Spa: Ticket Office Closure
Gloucester: Ticket Office Closure
Oxford: Ticket Office Closure
Stroud: Ticket Office Closure
Weston-Super-Mare: Ticket Office Closure
Worcestershire Parkway Hl: Ticket Office Closure

The ticket office is closed at Worcestershire Parkway Hl station.

Trowbridge reduced facilities availability
The ticket office, toilets and waiting rooms will be unavailable until further notice.
Tickets can be bought from the ticket machine or digitally.

There does seem to be an extraordinary ineptitude at present in the handling of sensitive or difficult decisions about the railways, which in reality must come back to the DfT.  ...

So, I doubt Mark Harper will want to accept an invitation form the forum. ....

GWR attempting to compromise, and I expect other operators will come up with a remarkably similar set of proposals:

”We have listened to the concerns raised and have made changes to our original proposals and this is what we have been working on to address the things raised through the process:
‌
‌1. Staffing Hours: We're extending our original  staffing commitment, so retail-trained colleagues will be available during current ticket office hours, just like today. This ensures help is readily available when needed. No more waiting for assistance, as staff will be there at the same times as ticket offices are currently open, providing help with our customers travel needs.
‌
”

By email from GWR
Just a quick note to remind you that Transport Focus and London TravelWatch will be reporting back on their consultation on how tickets are sold at stations next Tuesday (31 October).  

* ‘Help at Hand’ Points: We have proposed the introduction of accessible, clearly marked Welcome Points with ‘Help at Hand’ buttons providing a direct link to a retail-trained staff member should they not be immediately available

Once this is complete, we propose to reduce the number of windows available at stations with multiple windows, bringing those staff closer to customers on the station floor.  They will help customers use self-service machines, or digital purchase, while also helping with any queues for tickets with their handheld ticket devices.   We will review progress before making further changes, including bringing staff from single window stations out from behind the glass, with handheld devices,

The hours *advertised* to be open. Holidays over half-term with the DfT saying 'no' to paying for cover i=I suspect - so don't blame the operator without checking they are at fault.

Rumour has it is that operators are being told in advance of the TF/LTW decisions under embargo until 31st.

I am really humbled that something I have personally been pushing hard for has been recognised. And yes, there are some off-the-shelf solutions (outside the rail industry) already in existence that I pointed to that would work.

GWR attempting to compromise, and I expect other operators will come up with a remarkably similar set of proposals:

”We have listened to the concerns raised and have made changes to our original proposals and this is what we have been working on to address the things raised through the process:
‌
‌1. Staffing Hours: We're extending our original  staffing commitment, so retail-trained colleagues will be available during current ticket office hours, just like today. This ensures help is readily available when needed. No more waiting for assistance, as staff will be there at the same times as ticket offices are currently open, providing help with our customers travel needs.
‌
2. 'Help at Hand' Points: We will introduce Welcome Points with 'Help at Hand' buttons at all stations with ticket offices. They'll be clearly marked and accessible, providing a direct link to a retail-trained colleague during current ticket office hours. If customers need help with a purchase or travel query, they can just approach one of these points, and receive in-person assistance. No more uncertainty about where to go for help; it's right at their fingertips.  We will include the opportunity for disabled customers and groups to have familiarisation visits and will update our Equality Impact Assessments for each station once we have thoroughly reviewed and agreed the best location for these Welcome Points.
‌
‌3. Digital First, Not Digital Only: We understand that the world of ticketing is changing, and many customers are embracing digital options. But that doesn't mean we're leaving anyone behind. By changing our proposals to give colleagues handheld ticket sales devices to support self-service ticket machines, customers will still find every type of ticket they can get today without needing to go online. Plus, staff will be on hand to show customers the convenience of buying digitally via our app or other options like pay-as-you-go/CPAY. The range of ticket choices available will remain just as extensive as before.  We will also be enabling our TVMs to retail a wider range of products and there is an industry workstream to digitise tickets which are not currently available in this form.
‌
4. Cash availability: We understand that there are customers who prefer to use cash.  We will enable cash payments on self-service Ticket Vending Machines where that ability has previously been suppressed.
‌
We anticipate that expected timescales will also change as we rephase our proposals to ensure no customers are left behind. Our proposal now is that stations with more than one window in operation will see some retail staff move from behind the glass of the ticket office in Phase 1 so they are closer to our customers. They will help customers use self-service machines, or digitally purchase, while also helping with any queues for tickets with their handheld ticket devices. Some retail colleagues will initially remain in Ticket Offices at the station offering wider support for customers, as well as offering advice and where needed help to purchase the full range of rail products.”

Right so the poor sod at the station (who is no longer in the ticket office and is now roaming the station) is going to be able to answer a detailed question about e.g. easements from that station or ticket validity without needing to go back to the office (assuming one exists)?

No point phoning National Rail Enquiries they don’t have a copy of the fares manual.

Yes (paragraph 3)

Right so the poor sod at the station (who is no longer in the ticket office and is now roaming the station) is going to be able to answer a detailed question about e.g. easements from that station or ticket validity without needing to go back to the office (assuming one exists)?

No point phoning National Rail Enquiries they don’t have a copy of the fares manual.

Nope that just mentions tickets and not something like e.g. easements for Gold Card holders. So for example at Moreton In Marsh the last train before 10am weekdays (normally 09:30 or a few mins later) had/has an easement whereby tickets purchased with a Gold Card could/can be used on the service. It was normally specified (by specific time for that train) in the fares manual but wasn’t mentioned on the TVM or the system they use at the counter. When I asked at Moreton the nice lady behind the counter told me it would be a few minutes as she’d have to search to check whether it was still in operation and which train it was I could use. I was able to speed things up by telling her which section it was normally in and the rough page number.

It's 0819 on the 31st, and still nothing being reported.  I wonder at what time we might get some reports?

An announcement from the DfT is expected shortly stating that the planned ticket office closure programme is being cancelled.

https://www.bbc.co.uk/news/business-67263931

Plans to close hundreds of rail ticket offices in England have been scrapped.

Transport Secretary Mark Harper said the proposals did not meet "the high thresholds" set by the government.

The plans, which were put forward by train companies in a move to cut costs, sparked concern from unions and disability groups.

Passenger watchdog Transport Focus said it objected to the proposals, saying it had heard "powerful and passionate concerns" about the potential changes.

https://www.bbc.co.uk/news/business-67263931 now says (updated 15 minutes ago)

Still, I guess we should applaud this decision.  I wonder how it will pan out in the coming years.  The Unions will no doubt claim a massive victory (with some justification).  I still think it is fair and reasonable to close some ticket offices, so am frankly amazed the whole process has been totally scrapped.

Train station ticket office consultation

31 October 2023

Train operators have proposed changes to the majority of rail station ticket offices in England.

Under the Ticketing and Settlement Agreement train operators are required to consult Transport Focus and London TravelWatch and provide passengers with the opportunity to have their say.

Together with London TravelWatch we received 750,000 responses from individuals and organisations to the public consultation.

Those responses contained powerful and passionate concerns about the potential changes at stations. Transport Focus would like to thank all those who took the time to take part.

Transport Focus has published its responses to train company proposals. Transport Focus is objecting to all of the current proposals to close ticket offices.

[snip]

While many of the train companies revised their station proposals in response to the consultation feedback, they all failed to meet the criteria set by Transport Focus. There were some, such as those proposed by GWR and TransPennine Express, which met the majority of our criteria. However, across all proposals, there are key issues, that are critical to maintaining accessibility to the national network that remain unresolved.

Our responses have considered a range of factors including whether the station will continue to be staffed, accessibility, alternative options for buying tickets and whether passengers will continue to be able to access station facilities like lifts, waiting rooms and toilets. Transport Focus assessed the proposals against a published criteria.

The consultation process with West Midlands Trains is still ongoing as the operator notified Transport Focus of significant changes to its proposals in mid-October. Transport Focus will now publish its response to West Midlands Trains on 28 November.

Southeastern also proposed changes to some ticket offices. All these proposed changes were for stations within London TravelWatch’s area.

Great Western Railway’s proposed changes to ticket offices: Transport Focus response

31 October 2023

Transport Focus has responded to the proposed changes to Great Western Railway’s ticket offices.

We have published our assessment of all of the individual stations and overall proposals and correspondence with the operator during the consultation process.

Accessible versions of these documents are available for download.

Great Western Railway’s proposed changes to ticket offices - Transport Focus response

Great Western Railway - Transport Focus clarification letter - 6 September 2023

Great Western Railway's response letter - 27 September 2023

What’s not clear is even though ticket offices may still exist, is there still scope / an expectation their availability will be curtailed? Perhaps to the extent they’re not usable?

What’s not clear is even though ticket offices may still exist, is there still scope / an expectation their availability will be curtailed? Perhaps to the extent they’re not usable?

Independent passenger watchdog publishes response to train company ticket office proposals
31 October 2023
Transport Focus has today (31 October) published its responses to train company proposals to close ticket offices.
Under the terms of the Ticketing and Settlement Agreement, Transport Focus is required to review and either object or not to train company proposals to close ticket offices based on criteria relating to customer service, accessibility and cost effectiveness.
Transport Focus is objecting to all of the current proposals to close ticket offices. While many of the revised station proposals failed to meet the criteria set by Transport Focus, there were some, such as those proposed by GWR and TransPennine Express, which met the majority of our criteria. However, across all proposals, there are key issues, that are critical to maintaining accessibility for all to the national network that remain unresolved.
Together with London TravelWatch we received 750,000 responses from individuals and organisations to the consultation. Those responses contained powerful and passionate concerns about the potential changes. Transport Focus would like to thank all those who took the time to take part. The main themes that emerged from the responses included ticket machine capability, accessibility and how passenger assistance and information would be delivered in future.
During this process, Transport Focus’s discussions with train companies have led to significant amendments and revisions to original proposals, demonstrating the value of this independent review process. Many revised train company proposals re-instated existing staffing hours, identified new and innovative solutions, promised extra facilities to sell more tickets and all ticket types and cope with cash payments and refunds.
However, the detail around some of the proposals, particularly new customer support arrangements, are not yet well-developed. A lack of an overall delivery plan also raises concerns that closures may occur before new arrangements are in place.
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.”
Transport Focus is supportive of the principle of redeploying staff from ticket offices to improve the overall offer to the passenger. We also recognise the extreme financial pressure facing the railways and the need to find new, cost-effective ways of working. We will continue to work with the train companies to help them resolve the issues raised by passengers during this process.
Objections and recommendations
Transport Focus has objected to the overall proposals on the following grounds:
‘Welcome points’ proposals
Following concerns about the potential accessibility impact of proposals to move staff out of ticket offices and onto station platforms and concourses, train operators proposed to introduce new ‘welcome points’ at stations. A welcome point would be an initial focal point on entering a station that provides any customer who needs support and/or advice a place to start their journey and get help from staff. It would be a consistent and common location at stations to offer reassurance to those who need it; a clear and obvious place to get help and support.
While there is potentially merit in the concept of welcome points there is much that still needs to be developed in terms of how the arrangements would work in practice. As it stands there is lack of clarity and detail on this proposal.
Welcome points were not explained as part of the consultation, so passengers have not had the opportunity to comment on these plans or to highlight potential concerns. Further engagement is needed with the Disabled Persons Transport Advisory Committee and with disabled people and representative groups on the concept, design, and implementation of welcome points.
The welcome point concept is a fundamental change for passengers, especially disabled passengers, so it is important that they work in practice and that passengers have confidence in them. These proposals must be piloted to establish what works best at different types of stations and how passengers react to them. Proposals on ticket offices would need to await the outcome of these pilots.
New formal measurement to monitor and assess queuing times at ticket machines
The watchdog recommends train operators introduce a robust measurement and reporting regime for queuing times at ticket vending machines (based on the existing standards at ticket office windows). If queues exceed the targets then action would need to be taken (such as issuing staff with hand-held ticket devices so that they can ‘queue bust’ and/or installing extra ticket vending machines).
The introduction of a new measurement would ensure there is a formal mechanism to review the number of sales and, if projections were wrong, to increase retail capacity.
Queuing time targets, monitoring and reporting for ticket vending machines (based on that currently in use at ticket windows) must be implemented at all stations before any changes could take place.
Future regulation – staffing protections and means for consultation
The public consultation feedback highlighted widespread concern that if ticket offices are closed and existing ‘schedule 17’ regulation for ticket offices no longer applies, there will be no ongoing requirement to consult on any future changes.
Many passengers fear that train companies will make further cuts to staff if existing regulations are removed. Transport Focus recommends an alternative mechanism is put in place for any future material changes in staffing at a station. This commitment needs be in place before changes ticket offices can go ahead.
The rail industry has suggested that the existing Accessible Travel Policy process, which is formally regulated and enforceable by the Office of Rail and Road as part of an operator’s licence, could provide an alternative.
The consultation process with West Midlands Trains is still ongoing as the operator notified Transport Focus of significant changes to its proposals in mid-October. Transport Focus will now publish its response to West Midlands Trains on 28 November.

We promised to update you as soon as Transport Focus and London TravelWatch reported back on the ticket office consultation. 
 
They released their responses to GWR, and other rail operators, at 1030 this morning, and they have published their letters on their websites here www.transportfocus.org.uk/train-station-ticket-office-consultation/ and here www.londontravelwatch.org.uk/. 
 
Our revised proposals were designed to balance the need to improve the experience for all customers and reduce the cost of the industry to the taxpayer. We are pleased therefore that both Transport Focus and London TravelWatch felt we had made improvements to our original plans and had gone some way to meet the concerns expressed during the consultation.   
 
They did however both take the decision to object to all the changes proposed by every train operator and you may have seen the Secretary of State’s decision to ask train operators to withdrawal the proposals.
 
We will now take some time to work with the Department for Transport to understand the next steps, and as always, we will keep you updated and informed.   
 

From GWR

Indeed.  Any ... further "what now"  thought welcome - especially by this evening as (health warning) I have been invited to talk about it on the local radio breakfast show tomorrow.

The huge waste of everyone's time, energy and effort for something that has had no outcome, combined with more than a little deception from various parties. The fact that quietly spoken civil servants see fit to rock up to public meetings in the likes of Trowbridge and explain in hushed tones that the train service to London around which people have structured their lives has to be axed to 'Save the taxpayer money' yet this sort of exercise is waved through - despite that it would probably pay for decades of that same train service - which in post-Covid times and with the growth of so called leisure travel may have moved more quickly to being self supporting.

Mark

The huge waste of everyone's time, energy and effort for something that has had no outcome, combined with more than a little deception from various parties. The fact that quietly spoken civil servants see fit to rock up to public meetings in the likes of Trowbridge and explain in hushed tones that the train service to London around which people have structured their lives has to be axed to 'Save the taxpayer money' yet this sort of exercise is waved through - despite that it would probably pay for decades of that same train service - which in post-Covid times and with the growth of so called leisure travel may have moved more quickly to being self supporting.

Mark

''Ticket Offices will still close but instead of in a big bang it will be by stealth; over the next few years TOCs▸ will apply to reduce hours and or close ticket offices.  It could be based on reduced revenue over the counter or due to the lack of staff, I wonder how keen they will be to recruit new staff as existing staff retire or leave.''

 Totally agree,  anyone using Totnes, for example will probably think this has started already !

Plans to close rail ticket offices in England scrapped

Plans to close hundreds of rail ticket offices in England have been scrapped.

Transport Secretary Mark Harper said the government had asked train operators to withdraw their proposals because they failed to meet high passenger standards.

However, a source told the BBC rail bosses were "furious", saying the original plans had been approved by the Department for Transport.

The proposals had sparked concerns from unions and disability groups.

Train companies are under pressure from the government to cut costs. They had argued staff would be better used helping passengers in person, in other areas of the station adding that only 12% of tickets were now bought at station kiosks.

But passenger watchdogs Transport Focus and London Travelwatch objected to the proposals, saying they had received 750,000 responses from individuals and organisations in a public consultation.

These included "powerful and passionate concerns" about the potential changes, they said.

The watchdogs said they had secured significant changes, including getting companies to revert to existing times for when staff would be available at many stations.

However, serious concerns remained, including ticket machine capability, accessibility and how passenger assistance and information would be delivered in the future.

In September, Prime Minister Rishi Sunak said closing ticket offices was "the right thing for the British public and British taxpayers" as "only one in 10 tickets are sold currently in ticket offices".

But MPs had warned in a letter last week that the plans went "too far, too fast".

Announcing the decision to reverse the closures, Mr Harper said the government had made it "clear to the rail industry throughout the process that any resulting proposals must meet a high threshold of serving passengers".

"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."

However, the decision to backtrack on the plans has caused anger among train bosses, a senior rail source told the BBC.

"They have been made to sell these plans, defend them and change them to try and get them over the line. All in the face of the inevitable onslaught of criticism.

"All of these plans were approved by officials and ministers at the DfT. To say they fell short of their expectations is totally disingenuous," the source said.

Labour's shadow transport secretary Louise Haigh called it "shambolic" and a "humiliating climbdown", saying the cancelled plans had been "a colossal waste of taxpayers' money".

The RMT union described Tuesday's decision as a victory, while TSSA - the union representing rail ticket office workers - said it was delighted.

Both groups warned that over 2000 jobs would have been at risk if the planned changes went ahead.

The body representing train companies, the Rail Delivery Group (RDG), told the BBC no redundancy notices had been served to staff.

The RDG did however send a letter to rail unions, opening discussions on retraining staff, moving workers to other roles and "the potential for a voluntary severance scheme".

The planned closures were the latest flashpoint between train companies and unions in their long-running dispute over pay, jobs and working conditions.

It led to several protests and threats of legal challenges from disability campaigners and from five Labour metro mayors.
But the RDG, consistently defended the proposals.

Natasha Winter, who led a campaign to keep her local ticket office in Stourbridge open, said she was "thrilled" the government had listened.

She said ticket office workers provide an" invaluable service" and that people "trust and rely on them". "They're at the heart of our community," she said.

The RDG said the closure plans that had been put forward were about the "changing needs of customers in the smartphone era" and the "significant financial challenge" following the pandemic. It said it would continue to look at other ways to "improve passenger experience while delivering value for the taxpayer".

Disability campaigners called the result "bittersweet".

Transport for All, a disabled-led organisation, called it "the best possible outcome", but added that while the government was "eventually swayed, it is appalling that disabled people's concerns were dismissed for so long".

Our local MP Sent a round-robin advising the decision.
Interestingly he stated
"2,075 people took part in the official consultation in support of Penzance Ticket Office (this is 10% of the total objections to station specific GWR ticket office closure plans).

This was the highest figure on the GWR network and nearly 900 more people than than the campaign to save Stroud ticket office which enjoyed the second highest show of support."

Hadn't realised there was league table.

I'm also trying to locate the response to WMT/LNWR - can anyone see where Transport Focus might have hidden them? They don't feature on the same page that GWR does, for example.

Transport Focus has not published a response to West Midlands Trains’ ticket office proposals. West Midlands Trains notified Transport Focus of significant changes to its proposals in mid-October and extended the deadline for Transport Focus’s response to 28 November, but has now withdrawn their proposal to change ticket offices.

Not in the GWR region, but a suggestion that this could spread & lead to ticket office closures "by stealth"


https://www.disabilitynewsservice.com/rail-company-cuts-ticket-office-hours-just-a-year-after-national-closure-programme-was-abandoned/