Tag: Ticket Offices

Ticket offices – let’s make more use of them not less!

Thanks to everyone who objected to the planned mass closure of ticket offices. Result was unexpected and very welcome, following action by unprecedented numbers of train passengers, rail unions, and groups handing out leaflets outside stations. It showed ordinary rail staff and passengers on the same side. An initial outrageously short consultation period of about three weeks was extended to the end of summer, and about % million responses were sent to the regulator Transport Focus. They had to deal with separate consultations on every train operating company (TOC)’s proposals. All were different – in form and content. Ridiculous examples included Manchester stations, where Oxford Rd and Victoria were to keep ticket offices under Northern, whilst Piccadilly’s, under Avanti, planned to close.

Even within the same company, illogicality was not hard to find: all three Calderdale stations with booking offices were to lose them, but over the border Rochdale’s and Glossop’s were to stay. The whole thing smacked of a rush job that failed (even it tried) to consider local conditions, let alone national issues such as travellers with disabilities, including blind people, and people who simply prefer to transact with other human beings rather risk getting a bad deal from a machine. So Transport Focus ruled, and the HM Government could then not have been quicker to make the TOCs withdraw.

Is it all over? Of course not. There is a real fear that TOCs will come up with new proposals on a station by station basis. If we ever get (as we hope) a simpler fares system, with pay-as-you-go and London “Oyster” style tap-in tap-out the need for ticket offices will be less. That will not mean we don’t still need staff on our stations, based in a an office with a counter both for accessibility and personal security. (The problem with roaming staff is knowing where they roam.)

Not all TOCs were involved in the 2023 proposals. Merseyrail electrics is locally managed under Liverpool City Region Combined Authority. Most stations (if not every one) are staffed from just before first train of the day to just after the last one, and all have ticket offices. At the four biggest stations including Southport and Liverpool Central the ticket office is also a convenience store selling products from magazines and to food and drink that people might need on the journey. This may not be a solution at every station but it seems worth looking at.

And staff need to be around when passengers need them. When Northern won the franchise there were plans to reintroduce staff at stations like Mytholmoyd, Sowerby Bridge and Brighouse – quietly forgotten, it seems now. This summer’s proposed “journey maker” role was very limited hours. What happens when passengers need help late at night?

So if your station has a booking office, carry on using it!

Rail stations must be energised by people, for people (HADRAG News Release)

Rail campaigners have welcomed this week’s news that plans to close most train station ticket offices have been dropped. But, says the Halifax & District Rail Action Group (Hadrag), passengers need to be alert to possible future plans. 

In Calderdale, Halifax, Hebden Bridge and Todmorden should now keep their booking offices. What is needed now, says Hadrag, is ambition and imagination to expand the role of staff at more, not fewer stations. Longer staffing hours, not shorter. More staff to help more people, not least those who are elderly and those with disabilities. 

Stephen Waring, chair of Hadrag, said:

It is a great relief that ticket offices appear to have been saved. Staff at stations like Halifax, Hebden Bridge and Todmorden and elsewhere in our region do a magnificent job. They are keen to make sure passengers buy the right ticket and get the best value in a system where the range of possibilities can be baffling. They can help in ways that can never be available online or by self-service machines. For many disabled, elderly, and needy passengers station staff are vital.

“The railway needs to value its staff and extend their role. More stations need staff – places like Sowerby Bridge and Brighouse that were promised a human presence when Northern’s franchise started in 2016.   And, we would argue, stations need to be staffed from earlier in the morning to later in the evening. Staff there to help passengers – including people with disabilities – give a greater feeling of security and make our stations a more human place. 

“Ticket offices need to be able to retail the full range of tickets that is available online – at present this is not always the case.

“But this is about a lot more than just selling tickets. More staff would make stations more attractive, more able to help people with special needs, attracting more passengers whose fares would help to pay the costs. Value for public money should mean attracting people not putting them off with lonely stations.

“On Liverpool’s locally controlled Merseyrail Electrics network, most if not all stations have booking offices with staff present from before the first train of the day until after the last one. Is it too ambitious to say that is what we should now be aiming for across Northern and other companies’ networks?

“We must keep on campaigning for a better deal for our stations. We must not lower our defences, but keep a keen eye on what the train companies – under the government – are planning. 

“Our stations must remain places energised by people, for people.