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/

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to its proposals in mid-October and extended the deadline for Transport Focus’s response to 28 November, but has now withdrawn their proposal to change ticket offices.

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.

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".

''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 !

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

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.

From GWR

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.   
 

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.

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?

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

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.

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.

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

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.

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

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.

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.

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.”

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.

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,

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.
‌
”

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. ....

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.

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

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 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

By email from GWR

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.

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. 
 

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.

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.

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.

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.

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.

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

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.

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

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

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 !!!

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.

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

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!

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

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

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.

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!

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

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?

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.

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?

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

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 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.

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!!

So no chance of loading it up on here!

"... 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 ..."

Quelle surprise!

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