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Railway Ticket Offices
13 September 2023
Lead MP
Chris Loder
Responding Minister
Huw Merriman
Tags
EmploymentTransportForeign AffairsWomen & Equalities
Word Count: 13475
Other Contributors: 29
At a Glance
Chris Loder raised concerns about railway ticket offices in Westminster Hall. A government minister responded.
Key Requests to Government:
I request that the Minister stops these ridiculous proposals from South Western Railway and ensures we do not see a reduction in staffed hours at Sherborne or Dorchester South. I also urge the Competition and Markets Authority to investigate anti-competitive online digital algorithms blocking certain ticket combinations, which overcharge passengers.
How the Debate Unfolded
MPs spoke in turn to share their views and ask questions. Here's what each person said:
Lead Contributor
Opened the debate
I am concerned about the proposed reduction in staffed hours at West Dorset railway stations, particularly Sherborne station by 40%, Crewkerne station by 50%, and Dorchester South station by 55%. I argue that this is not reform but inequality against those with mobility issues, the elderly, and those without access to technology. The national figure of 12% tickets sold at ticket offices does not warrant all being closed down, especially in rural areas where the percentage is higher due to demographics.
Afzal Khan
Lab
Manchester Rusholme
Northern Rail plans to reduce ticket office hours at Levenshulme and Gorton stations by 70%. This is seen as a cost-cutting exercise that does not serve the needs of rail users.
Andy Carter
Lab
Warrington South
Mr Carter questioned why there was a significant difference in staffing at Warrington's railway stations, with one station losing its manned ticket office entirely while another retained staff. He pointed out that 12% of tickets were sold through ticket offices last year, equivalent to 200 million tickets, and asked for an explanation from the Minister.
Andy McDonald
Lab
Middlesbrough and Thornaby East
He agreed with Martin Vickers on the necessity of staff to assist passengers through complex ticket pricing. He highlighted the importance of having knowledgeable staff in ticket offices to help passengers navigate various rail products.
In coastal areas like Newton Abbot, 22% of ticket sales are at the office, while at Teignmouth it is 26% and Dawlish it is 34%. Despite this, ticket offices will be closed in two stations this year and another next year. This closure will damage the local economy and accessibility for people who rely on cash payments.
Asked how to provide solutions for navigating the system when buying tickets online becomes more difficult without in-person assistance.
Stephens congratulated Chris Loder for securing the debate and expressed concern over the consultation process, questioning whether it is a genuine effort or a pre-determined outcome. He mentioned that 2,300 station staff jobs are at risk due to redundancy notices issued after the consultation. Stephens also pointed out that ticket office workers believe closing ticket offices would worsen accessibility for disabled people and older individuals. He highlighted issues such as passenger safety, knowledge of fare discounts, and assistance for unbanked individuals.
I praised the Member for West Dorset (Chris Loder) for securing the debate. I emphasised the value of dedicated ticket offices in Penzance and St Erth, noting that they play a crucial role in helping passengers plan their journeys effectively and providing essential assistance to those who need it.
Fleur Anderson
Lab
Putney
Noted proposed staff cuts at several stations in her constituency and questioned whether the changes violate the Equality Act 2010.
Helen Hayes
Lab
Dulwich and West Norwood
I highlighted the importance of railway stations in south London for commuting, stressing cuts to services and increased overcrowding. I noted that only one station in my constituency has step-free access and expressed concern about the impact on disabled constituents if ticket offices are closed.
Scunthorpe
Concerned about the reduction in staffing hours at Scunthorpe station, questioning whether staff will be able to work around the station if their hours are cut.
Jim Shannon
DUP
Strangford
Agreed with Munira Wilson's points, stating that rural areas will be disproportionately affected by staff cuts, advocating for a review process involving all stakeholders before changes proceed.
John Hayes
Con
South Holland and The Deepings
Argued that cutting staffing hours undermines human interactions and connections, urging a rethinking of proposed changes. Mr Hayes interjected, expressing support for human interaction at railway stations in Spalding and elsewhere, reflecting on past work with a Labour MP to pursue policies that benefit communities.
The situation at the ticket offices at Torquay and Paignton stations is a concern where 41.3% of tickets were sold at the ticket office, reflecting the fact that these areas have a higher than average percentage of people aged over 70. At Torquay station, 29.4% of tickets are still sold at the office but there is no indoor waiting area and no staff facilities whatever on the up platform.
Blackley and Broughton
Margaret Greenwood opposes proposals that would close or reduce opening hours of train station ticket offices, citing concerns from constituents about job security for staff and accessibility issues for visually impaired individuals. She mentioned a survey by the Royal National Institute of Blind People showing only 3% of blind respondents could use ticket vending machines without problems.
For disabled people, particularly those who are learning disabled, the proposal is appalling. At no stage in the consultation on the recommended closures has there been any consideration at all of disabled people and their requirements. The proposed changes will affect disabled people severely.
Mark Francois
Con
Rayleigh and Wickford
Cited an email from a whistleblower highlighting that stations like Billericay, Wickford, and Rayleigh sell over 500 tickets per shift on weekends, supporting the need for ticket office staff. Mark Francois highlighted concerns from his constituents in Rayleigh and Wickford, who signed a petition against the proposals. He requested that the Minister listen to both his constituents and railway workers, expressing doubt about the proposed savings for train operators.
Martin Vickers
Con
Brigg and Immingham
He expressed concern over the closure of ticket offices, citing an example where TransPennine's response to customer needs outside staffing hours is impractical. He questioned who would pay for alternative transport services and whether they would be effective. Vickers also mentioned that a modernised ticket office in Grimsby Town station was proposed for closure despite public investment.
Matt Vickers
Con
Stockton West
Pointed out that 25% of tickets are still bought at Thornaby station's ticket office, stressing the importance for vulnerable individuals to have access to staff assistance.
Mick Whitley
Lab
Birkenhead
Mr Whitley stated that the public consultation on ticket office closures was likely to receive an overwhelming response against closures, citing over 460,000 submissions. He highlighted the importance of ticket offices for accessibility and equal opportunities, particularly for visually impaired individuals.
Mohammad Yasin
Lab
Bedford
The proposal to close ticket offices discriminates against older people, those with disabilities and those who do not have access to digital services. The closures are a reduction in service and will make rail travel less accessible for many users.
Munira Wilson
Lib Dem
Twickenham
Highlighted that stations like Whitton and Teddington in her constituency will see staffing reduced to 20 hours a week, expressing worries about the lack of equality impact assessment and need for ticketing modernisation before changes are implemented.
Navendu Mishra
Lab
Stockport
Time is limited so I will make only two or three key points. According to the Financial Conduct Authority, there are 1.1 million adults in the UK with no bank account, of whom one in five is aged between 18 and 24. With the proposal to close ticket offices and given the unreliability of station ticket vending machines, how are people who are predominantly cash based meant to purchase tickets? There are 467 stations managed by Northern Rail, of which 449 have cashless ticket machines. The ticket offices are the only form of regulated station staffing. If they are closed, there will be no more statutory regulation for staffing at stations. This means job losses for thousands of railway workers.
Darlington station's ticket office sold 133,785 tickets in 2022. The clerk estimated that half of the people they tried to help still needed assistance from within the ticket office.
Priti Patel
Con
Witham
My constituents and I are concerned about the railway station proposals that will impact five stations in my constituency. The ticket office staff provide outstanding service and reassurance, and their closure undermines public confidence. Commuters rely on rail services for daily commuting and support from MPs.
Richard Burgon
Lab
Leeds East
I criticised the proposal to close ticket offices as discriminatory and poorly implemented. I pointed out that nearly 700,000 people have objected to this plan through an inaccessible consultation process. I argued for the importance of human interaction in railway stations.
Richard Foord
Lib Dem
Honiton and Sidmouth
In rural communities, ticket offices play a crucial role beyond selling tickets. Constituents like Marian with visual impairments and Josie as an active pensioner rely on staff for accurate information and assistance.
Robbie Moore
Con
Keighley and Ilkley
Opposed proposals to reduce staffing hours and close ticket offices in Keighley and Ilkley due to higher than average ticket sales at these stations.
Sally-Ann Hart
Lab
Hastings and Rye
Southeastern and Southern rail operators in Hastings and Rye have proposed closing ticket offices at St Leonards Warrior Square and West St Leonards, reducing opening hours at Rye station, and eliminating Sunday ticket office facilities. Sally-Ann Hart urged constituents to engage with the consultation process and advocated for Rye station to be designated a travel centre due to its significant tourist traffic and older demographic.
Stephen Morgan
Lab
Portsmouth South
He thanked the hon. Member for West Dorset for opening the debate and highlighted contributions from other MPs, including concerns about the impact on those without bank accounts, literacy issues, and disabilities. He criticised the Government's lack of respect towards rail staff, passengers, and vulnerable people impacted by ticket office closures. Morgan pointed out that despite claims to the contrary, many stations will become unstaffed due to lost staffing hours from various train companies. He raised concerns about access for disabled and elderly individuals who struggle with digital methods.
Government Response
Huw Merriman
Government Response
It is a pleasure to serve under your chairmanship, Mr Davies. I thank my hon. Friend the Member for West Dorset (Chris Loder) for securing this important debate on railway ticket offices and welcome the new role of the hon. Member for Portsmouth South (Stephen Morgan). Together with the rail industry, we aim to improve and modernise the passenger experience by moving staff out from behind screens into customer-focused roles. With about one in every 10 transactions taking place in ticket offices today compared to one in three a decade ago, this change reflects evolving purchasing patterns. The consultation received over 680,000 responses, extending beyond the initial 21-day period due to public interest and volume of feedback. Independent passenger bodies will engage with train operators until the end of October to ensure proposals meet criteria for enhancing customer service, security, accessibility, and support for passengers with disabilities. No unstaffed stations are expected as a result of these reforms, and staff hours are not anticipated to change materially, with redeployment focusing on providing assistance and additional support. The Secretary of State has been clear that no station currently staffed will be left without staffing after the reform process. Modernising retail practices includes availability of pay-as-you-go ticketing and addressing accessibility needs. ScotRail's recent changes and London Underground's shift away from ticket offices highlight this transition towards a more flexible, visible staff presence for better customer service.
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About Westminster Hall Debates
Westminster Hall debates are a chance for MPs to raise important issues affecting their constituents and get a response from a government minister. Unlike Prime Minister's Questions, these debates are more in-depth and collaborative. The MP who secured the debate speaks first, other MPs can contribute, and a minister responds with the government's position.