Ticket Office Closure Consultation

[whole diary]

[grahame]

Transport Focus response - https://www.transportfocus.org.uk/train-station-ticket-office-consultation/

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^▸ (Great Western Railway) 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.

[grahame]

Also at https://www.transportfocus.org.uk/publication/great-western-railways-proposed-changes-to-ticket-offices-transport-focus-response/

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

[Birdie100]

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?

[IndustryInsider]

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?

Yes, plenty of scope I'd have thought.

[grahame]

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?

One has to be left wondering if a war has been won, or just a battle or even just a skirmish - and how defensive (and how much we want to defend "do nothing") it is in the long term!

A lot of hard work has gone it, and there's no doubt that there are aspects of the fare and ticketing systems which are overdue for some changes to suit modern times.  I would suspect that sides will draw and breath and regroup but we may well see changes - perhaps after the next general election.

GWR^▸ (Great Western Railway)'s detail and clarifications - added to our member's mirror:
http://www.passenger.chat/Great-Western-Railways-proposed-changes-to-ticket-offices-Transport-Focus-response.pdf
http://www.passenger.chat/Great-Western-Railway-Transport-Focus-clarification-letter-6-September-2023.pdf
http://www.passenger.chat/GWR-response-letter-27-September-2023.pdf

[grahame]

Here is the Transport Focus press release on their report which informed Mark Harper

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^▸ (Great Western Railway) 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.

[grahame]

From GWR^▸ (Great Western Railway)

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.   
 

[CyclingSid]

BBC^» (British Broadcasting Corporation - home page) News about 15:00 https://www.bbc.co.uk/news/business-67263931

[TaplowGreen]

From GWR^▸ (Great Western Railway)

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.   
 

I guess it does demonstrate how effective consultations can be, and that they aren't always just a cosmetic exercise.

It's certainly a huge win, probably beyond their wildest dreams for the 12% and their advocates, however the potency of the phrase "understand the next steps" shouldn't be underestimated - those savings will most likely have to come from somewhere, and it will interesting to see what is arrived at as an alternative.

It could be that the TOCs^▸ (Train Operating Company) go away and come back with revised proposals to achieve the same ends, or that cuts will be made elsewhere.

Above all, if any good at all is to come of this exercise, which no doubt added many millions to the railways cost to the taxpayer - it should be a swift simplification of the ticketing system.

[Mark A]

Not happy. How much did this charade cost?

Mark

[TonyK]

After my own volte face exactly a week ago, I knew the government would follow suit quickly. I hereby claim all credit.

This could be a case of "careful what you wish for" though. In theory, as the staff were due to be redeployed in other roles. If those other roles still have to be filled,  with the TOCs^▸ (Train Operating Company) hoping to use ticket office staff, this could be a cost-cutting exercise that costs more.

I wonder how popular ticket offices would be with a £1 transaction fee.

[Mark A]

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.

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

[Electric train]

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.

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

Ticket Offices will still close but instead of in a big bang it will be by stealth; over the next few years TOCs^▸ (Train Operating Company) 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.

[Henry]

 ''Ticket Offices will still close but instead of in a big bang it will be by stealth; over the next few years TOCs^▸ (Train Operating Company)▸ 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 !

[grahame]

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

Hear, Hear ...  I pressed the "like" button but it feel even like half enough of how much a wanted to agree