Last Updated on 31/10/2023 by Emma Purcell
Over the last year disabled individuals, disability organisations and the RMT have been campaigning against the DfT-managed train companies’ plans for wholesale train ticket office closures. The result has been the largest-ever response to a government consultation. On 31st October 2023, the government announced the plans had been dropped.
The planned changes were to move staff from ticket offices and into stations, supposedly offering more face-to-face support for customers across the network as a whole.
Where adopted, the proposals may have seen ticket office staff transitioning to multi-skilled ‘customer help’ roles – already in place in many parts of the network – where they would be better able to give advice about the best and cheapest fares, advise on journey planning and support customers with accessibility needs.
The changes aimed to create a more visible and accessible staff presence across the network as a whole at stations during staffed hours, on ticket concourses and platforms.
Despite the Rail Delivery Group saying that disabled passengers will continue to be supported, individuals and campaign groups still had concerns about how this would impact disabled people when travelling by train.
Many people who have a physical, sensory or cognitive impairment may find it difficult or even impossible to book tickets on a smartphone or vending machine.
RMT victory message
Following the Government’s announcement, the National Union of Rail, Maritime and Transport Workers (RMT), released a victory message, saying:
“RMT wants to thank everyone who made this success possible. An unprecedented 750,000 responses were received by the watchdogs during the public consultation, with 99% of people opposing the proposals. Transport Focus’ response even cites the RMT’s campaign as generating a large number of responses.”
Disability organisations respond to U-turn on train ticket office closures
Louise Rubin, Head of Policy at disability equality charity Scope said:
“This is a victory for the hundreds of thousands of disabled people who called out the absurdity of closing ticket offices.
“These plans made no sense in the context of our inaccessible rail network, and would have resulted in more people being stranded without the support they need.
“We’re pleased the Government has halted these plans in their tracks, but they can’t stop here. One in four of us is disabled. Government must now create long-overdue changes so that every disabled person can use our transport system with confidence.”
Katie Pennick, campaigns manager at accessibility charity Transport for All, said: “While we are proud of the incredible tenacity of disabled people and our community for securing this major campaign victory, the outcome is bittersweet.
“The disastrous and discriminatory proposals should never have been put forward.”
The Royal National Institute of Blind People (RNIB) said it was “delighted the voice of blind and partially sighted people has been heard”.
Its chief executive Matt Stringer said: “These closures would have left many blind and partially sighted people unable to live a full life… RNIB research shows that only 3% of people with sight loss said they could use a ticket vending machine without problems, [and] 58 per cent said it was impossible.”
Are you relieved that train ticket offices have been saved and you can now continue to travel by train in the knowledge support, will be there for you when booking tickets?
