TRAIN operators have extended the consultation period for their proposed closure of the ticket office at the Westbury Railway Station until 1st September to give passengers more time to have their say on the plans following heavy criticism.
The proposals would see railway ticket offices across the country close as the Rail Delivery Group (RDG) say there has been a “collapse in numbers of people using ticket offices” in recent years. Rail campaigners and the Westbury Mayor cllr Mike Sutton condemned the plans and suggested that this proposal doesn’t consider those that have sight problems or those that may need advice on what ticket to buy, and that the ticket machines at railway stations do not offer split-tickets or the cheapest options.
The RDG say the move will get staff out of ticket offices and into more ‘customer help’ roles meaning more face-to-face support for customers, but local MP Andrew Murrison says the proposals could make life more difficult for elderly and vulnerable passengers.
He said, “I note the relatively small number of tickets now sold from kiosks but equally that elderly and vulnerable customers often feel more comfortable making their purchasers in this way. Services should in my view be designed to make life easier for them and operators need to satisfy themselves and the public that this would be the case in carrying forward any changes.
“If the changes proposed bring staff out from behind glass screens so that they are more accessible to the travelling public, they would have some merit. However, simply reducing staff availability would not be helpful. If ticket office staff are placed in front of the screen, they would have to be positioned accessibly and be readily identifiable to customers. It would be no good if people arriving to catch a train had to spend time seeking out a staff member in order to buy a ticket.
“In terms of the efficient use of staff, operators may wish to examine the utility of having employees onboard checking tickets that have often been bought from other railway employees just moments before in the station. It is difficult to see how this optimizes the service available to customers or contains costs that ultimately are reflected in the ticket price.”
Jacqueline Starr, chief executive of the RDG, said, “Train companies have listened to feedback, and are extending the time available to respond to the consultation on changes to how tickets are sold at stations to 1st September. Operators are keen to give more people a chance to give their views on the proposals, so they can bring the railway up to date with dramatic shifts in customer buying habits, while supporting all its customers as the railway evolves and adapts.
“While local plans vary, the aim of the proposals is to bring staff out from behind ticket office windows to offer more help for customers buying tickets and navigating stations. At the same time ticket vending machines are being upgraded to offer a wider range of fares, and we have committed that no customer will have to go out of their way to buy a ticket.”
To have your say on the consultation visit: www. transportfocus.org.uk/ticket-office-consultation/ – all feedback must be received by 1st September.
