Commons Sense

House of Commons · Ministers' Questions

Railway Ticket Office Closures

Thursday 13 July 2023 · 4 questions

Summarised by AI from the official record, so it can contain mistakes.

Read the full transcript on Parliament.uk

At a glance

Answered 0 Partly answered 4 Not answered 0

Key points

  • Operators proposing changes to ticket office opening hours must assess the adequacy of proposed alternatives for all passengers.
  • The Mayor of London's approach involves redeploying staff to assist more passengers, with 99% of transactions now possible online or at ticket machines.
  • Consultation follows a robust process under the ticketing and settlement agreement, providing a 35-day period for consideration by passenger groups.

Topics (select to filter)

Questions & Answers

Q1 Jeff Smith Lab Manchester Withington
Transport
Context

Rail users are concerned about the potential negative impact of closing ticket offices. The question arises from industry-led reforms aimed at modernising passenger services.

Question

What assessment his Department has made of the potential impact of ticket office closures on rail users?

Answer from Huw Merriman

Operators proposing major changes to ticket office opening hours, including closures, are required to consider the adequacy of proposed alternatives in relation to the needs of all passengers. The aim is to redeploy staff to interact with passengers where they can help most effectively.

Partly answered

Not addressed: Did not provide a specific assessment or data on the potential impact of closures, only general statements about requirements and aims.

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Q2 Rupa Huq Lab Ealing Central and Acton
Employment Transport
Context

There is concern among rail workers that despite risking their lives during the pandemic, they face potential redundancies as a result of ticket office closures. The Mayor of London has taken a different approach to maintain staffing levels.

Question

Was an impact equality assessment carried out? Can the Minister commit to saying there will be no redundancies?

Answer from Huw Merriman

The aim is for staff to interact with passengers where they can help most effectively, rather than just selling tickets. Some 99% of transactions can now be completed online or at ticket machines. The Mayor of London's approach involves getting more staff out and helping more passengers.

Partly answered

Not addressed: Did not commit to no redundancies nor confirm if an equality impact assessment was carried out, only discussed redeployment aims.

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Q3 Jeff Smith Lab Manchester Withington
Transport
Context

Several stations in Manchester have experienced significant reductions in ticket office hours, with some losing coverage during rush hour. This contrasts with the minister's rosy picture of the reforms.

Question

How can the proposals result in anything other than a much worse service for constituents and will he ask Northern to rethink?

Answer from Huw Merriman

The train operators aim to ensure ticket office staff can assist passengers where they are needed most. Train offices selling just one ticket per hour may lead to adjustments in opening times. Some train operators look at redeploying staff across networks, including 18 currently unstaffed stations.

Partly answered

Not addressed: Did not commit to rethinking the changes but provided reasons for proposed adjustments and mentioned redeployment efforts.

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Q4 Louise Haigh Lab Sheffield Heeley
Transport
Context

There is significant concern regarding the consultation period for ticket office closures, which is seen as insufficient. Additionally, there are questions about equality impact assessments and job security.

Question

Will the Minister think again, acknowledge the consultation is a sham, pause it and go back to the drawing board?

Answer from Huw Merriman

The consultation follows a robust process under the ticketing and settlement agreement. There is a 35-day period for passenger groups to take into account accessibility and opportunity requirements while ensuring modern railway practices are adopted.

Partly answered

Not addressed: Did not acknowledge concerns or commit to pausing, only defended the consultation process.

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