The Rail Delivery Group (RDG) has announced plans to close nearly a thousand train station ticket offices across England, including Swindon, citing the need to modernise customer service.
According to the RDG, the share of train tickets purchased from station offices has significantly declined from 85% in 1995 to a mere 12% today.
Train companies are proposing changes to update the railway to how passengers use it today.
These changes would see staff move from ticket offices and into stations, offering more face-to-face support for customers across the network as a whole.
Have your say in the newly…
— Rail Delivery Group (@RailDeliveryGrp) July 6, 2023
As part of the ongoing consultations on these ticket office closures, train companies throughout England will actively engage with passengers to gather their input. The RDG has emphasised alternative payment methods, including tapping contactless cards on barriers, utilising self-service machines, or purchasing tickets from staff on station concourses or trains whenever possible.
However, this move has sparked criticism from various unions and organisations. Concerns have been raised regarding the potential consequences for elderly individuals who may face digital exclusion due to their reliance on newer technologies.
The Mirror has reported a full list of proposed train stations where ticket offices are expected to close. The interactive map provided offers an overview of these stations:
Unions and other critics argue that these closures may result in increased strikes, higher crime rates, and more challenging journeys for elderly and vulnerable individuals. The Rail, Maritime, and Transport (RMT) union has vowed to strongly oppose the proposed closures.
To gather public opinions, posters are being displayed at nearly all stations across England, and train operators’ websites are inviting passengers to participate in consultations on the proposed changes. Following three weeks of consultations, organisations will assess the feedback received during a two-week period.
Transport Focus, the independent watchdog, will evaluate how these closures may impact passengers, station staffing levels, and the accessibility of disabled individuals. Ultimately, the government will make the final decision regarding which ticket offices will close their doors.
