Council sends objection over railway ticket office closure plans in Reading

Reading Borough Council has called for the Government and rail industry to abandon proposals to close ticket offices at railway stations.

Their objections focus on the disadvantages ticket office closures will have on vulnerable residents and particularly those with a disability. Other objections include the removal of the face of the railways and knowledgeable staff who give reassurance to all passengers, particularly at times of disruption.

In addition, there are concerns about the safety of ticket office staff who could be redeployed on station platforms to deal with traveller queries.

Lodged with the Rail Delivery Group via Great Western Railway and South West Railway on 20 July, the Council's letter also criticises the limited three-week consultation period and its accessibility to the very people who would be impacted the most, as well as a lack of publicity.

The consultation was subsequently extended by an extra five and a half weeks, until September 1.

The Council's letter, from John Ennis, lead Councillor for Climate Strategy and Transport, raises concerns on behalf of Reading residents who regularly use the railway, as well as those who are less familiar and want help and assistance.

The seven objections listed in the Council's letter:

Visibility and access to staff: Reading has one of the busiest stations in the country outside of London, as well as small stations where staff will be hidden or a long way from passengers

Impact on the visually impaired: Unable to use online booking or ticket machines and this could be against the rail industry’s obligations to ensure proper and equal access to all their services

Additional duties and erosion of time to deal with passengers: Staff on platforms and concourses will be tasked with additional responsibilities which will erode capacity to deal with ticket enquiries

Ticket barriers and station design: Three of Reading’s four stations require a ticket to gain entry to the concourse and platforms where staff could be redeployed. Provision would be needed before the barriers which may require station redesigns to cope with queuing

Queuing: Potential disputes between time-poor passengers if no formal queuing system around members of staff on platforms

General queries and friendly face: Closures will remove the very clear focal point to get information, ask questions, and for advice on the best journey options, providing general advice to improve the passenger experience

Cash payment and security: Possible removal of the ability to pay with cash and create staff vulnerable to crime and abuse.

Cllr Ennis said:

“We believe the removal of ticket offices will be a retrograde step, making accessing the railways less inviting and accessible by putting up barriers for vulnerable people and people with disabilities, as well as not encouraging new passengers or providing a welcoming gateway for tourists.

“For regular rail travellers, a ticket office provides a reassuring presence and a ‘face’ to the railway as well as providing advice and the ability to answer questions, particularly during periods of disruption.

“For new passengers and tourists, they provide an important gateway to stations with the ability to talk to a trained member of staff to answer any questions, get the best ticket options in terms of price and advice, and provide reassurance. For vulnerable people or those with a disability, ticket offices can be a crucial focal point to gain access to the railway where individual and specific needs can be discussed.”

The rail delivery group say only 12% of tickets are purchased at ticket offices and staff would better redeployed in other parts of stations.

Have your say

You can have their say on the station ticket closure proposals until September 1 at https://www.transportfocus.org.uk/train-station-ticket-office-consultation/

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