In an announcement today, plans for a mass closure of 1,000 railway station ticket offices in England have placed Penrith train station ticket office at high risk of closure under the proposed changes unveiled by the Rail Delivery Group (RDG) as it launches a 21 consultation on the closures that will close all west costs mainline ticket offices in Cumbria along with others in the county.
The Rail Delivery Group proposals announced today entail the planned closure of nearly 1,000 ticket offices across the country, leaving facilities open only at the busiest stations. The rationale behind this move, according to the RDG, is to modernise customer service by transitioning ticket office staff onto station platforms and concourses.
The Rail Delivery Group say “The aim is to offer passengers more face-to-face support and guidance throughout their journey. Posters are currently being displayed at the majority of England's 1,007 stations, informing passengers about the potential closure of ticket offices.”
The final decision on which ticket offices will be closed rests with the government, following a consultation process. Passenger consultations will be conducted by train companies across England to gauge public opinion on the proposed ticket office closures.
Under these proposals, ticket office staff would transition to multi-skilled "customer help" roles, which are already in place in various parts of the network. In these roles, staff would provide advice on the best and most cost-effective fares, assist with journey planning, and support customers with accessibility needs. This transition would result in a more visible and accessible staff presence across the entire network during staffed hours, encompassing ticket concourses, platforms, and stations.
The Rail Delivery Group say the planned reform aims to bring station retailing up to date, acknowledging that the majority of tickets are now purchased through Ticket Vending Machines or online. Currently, only 12% of tickets are sold at ticket offices, compared to 82% during the mid-1990s. By aligning with changing customer behaviours and modern retail practices, the railway industry seeks to remain sustainable and responsive to the needs of its passengers, similar to other sectors such as Transport for London, airlines, banks, and supermarkets.
The public consultation, lasting 21 days for passengers, could lead to the closure of 1,000 ticket offices as staff transition from behind the glass. This initiative comes amid ongoing industrial action by rail unions RMT and ASLEF, highlighting the necessity for crucial reforms to ensure the railway's long-term sustainability. Train companies are committed to facilitating a smooth transition for staff affected by the changes, offering options for new skilled roles, comprehensive retraining, and reskilling opportunities. Local engagement with unions will continue to ensure a collaborative and fair approach to managing the transition.
To address concerns about customer support, Jacqueline Starr, Rail Delivery Group chief executive, said:
“The ways our customers buy tickets has changed and it’s time for the railway to change with them. With just 12% of tickets being sold from ticket offices last year, and 99% of those transactions being available on TVMs or online, our proposals would mean more staff on hand on to give face to face help with a much wider range of support, from journey planning, to finding the right ticket and helping those with accessibility needs.
“Our commitment is that we will always treat our staff, who are hugely valued and integral to the experience our customers have on the railway, fairly, with support and extra training to move into new more engaging roles. We also understand that our customers have differing needs, which is why the industry widely sought the views of accessibility and passenger groups when creating these proposals, and will continue to through the consultation. We encourage those who wish to take part to go to their local train company website or visit Transport Focus or London Travelwatch.”
RMT union however has today condemned what it calls “fat cat train operators” and the government for attempting to decimate the railways by announcing the closure of 1,000 ticket offices.
The RMT claim that on the back of the announcement, rail companies are issuing statutory redundancy notices for hundreds of railway workers.
General Secretary Mick Lynch said: "The decision to close up to 1,000 ticket offices and to issue hundreds of redundancy notices to staff is a savage attack on railway workers, their families and the travelling public.
"Travellers will be forced to rely on apps and remote mobile teams to be available to assist them rather than having trained staff on stations.
"This is catastrophic for elderly, disabled and vulnerable passengers trying to access the rail network.
“The arrangements for ticket office opening hours, set out in Schedule 17 of the Ticketing and Settlement Agreement, are the only statutory regulation of station staffing.
“It is crystal clear that the government and train companies want to tear up this agreement and pave the way for a massive de-staffing of the rail network.
"Some of the train operators issuing our members with statutory redundancy notices today are cutting two thirds of their workforce.
"It is clear that the whole enterprise of closing ticket offices has got nothing to do with modernisation and is a thinly veiled plan to gut our railways of station staff.
"Fat cat rail operators and the government do not care one jot about passenger safety, or a well-staffed and friendly railway open to all to use.
"They want to cut costs, make profits for shareholders, and run the network into the ground without a thought as to the vital role the rail industry plays in the country's economy.
"RMT is mounting a strong industrial, and political campaign to resist ticket office closures and station staff cuts. And we will continue our fight on July 20, 22 and 29 when 20,000 railway workers on the train operators go on strike."
The rail operators have now launched a 21 day consultant into the future of Penrith Train Station ticket office and others across England.
As part of the public consultation, independent watchdog, Transport Focus, wants to hear from passengers.
Passengers with comments about any of the changes, should get in touch by Wednesday 26 July.
Transport Focus will look at how the changes will impact the ability to buy a ticket or other rail products, the level of staff presence at stations and operators’ ability to deliver services for disabled passengers.
Anthony Smith, chief executive of the independent watchdog Transport Focus, said:
“It’s important for people to have their say. We urge passengers to look at the proposals and tell us what the ticket office changes might mean for them. Transport Focus will make sure passengers’ views are heard.”
It is a regulatory requirement as part of this process that Transport Focus and passengers are consulted. Transport Focus will review the impact of the proposed changes and passenger comments received before responding to train operator proposals.
To submit a consultation response for Penrith Station and other Avanti West Coast operated stations responses via email should be sent to TicketOffice.Avanti@transportfocus.org.uk
You can also write to us at the following freepost address:
RTEH-XAGE-BYKZ, Transport Focus, PO Box 5594, Southend on Sea, SS1 9PZ
Like Penrith its also proposed that Oxenholme Station and Carlisle Station ticket offices will be fully closed also along with Lancaster and Preston to the south of Cumbria along the West coast main line.
Northern Rail is also consulting on closures to other stations in the area on local lines.
The proposal for Penrith Train Station Ticket office can be downloaded via https://goto.penrith.town/Penrith-Station-Ticket-Office-Closure-Proposal
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