Train ticket offices in Cumbria at risk as part of new proposals

Ticket offices at major stations, including Carlisle and Workington are under threat under the Rail Delivery Group (RDG) proposals which could lead to nearly all offices being shut across the country with facilities only remaining open at the busiest stations.

It said moving ticket office staff on to station platforms and concourses would “modernise customer service”.

The rail industry is under pressure from the Government to save money amid the drop in revenue caused by the coronavirus pandemic.

Train companies across England will launch passenger consultations on the ticket office closures and there are fears from unions that the move could lead to job losses and put some vulnerable passengers off train travel.

The RMT union have already undertaken a long industrial dispute the rail operating companies over pay and working conditions and have warned that more could be on the way.

RMT members on strike outside Carlisle station (Image: Isaac Cooper)Following closures, those passengers still wanting to use ticket offices, rather than purchasing online, will instead have to buy tickets using self-service machines, from staff on the concourse or on trains, or by contactless card payments at ticket barriers.

Defending the proposals, RDG chief executive Jacqueline Starr said: “The ways our customers buy tickets has changed and it’s time for the railway to change with them.

“With just 12 per cent of tickets being sold from ticket offices last year, and 99 per cent of those transactions being available on TVMs (ticket vending machines) or online, our proposals would mean more staff on hand 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.”

The plan sparked fury from trade unions and disability groups, with concerns also raised by public transport organisations.

RMT officials in Cumbria and across the country have long warned of ticket office closures and the union has warned of potential strike action in protest of the plans.

General Secretary of the RMT, Mick Lynch said: "The decision to close 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.”

The RDG said that the closures would be necessary as only 12 per cent of all tickets are bought at the station and that staff would be freer to help vulnerable passengers onto the platform.

Industry sources said there were scores of stations where only one or two tickets were sold a day at offices. Some have days where not a single ticket is sold.

Responding to the announcement, transport group, Transport for the North said that the closures must not disadvantage of any station users.

A spokesperson for Transport for the North said: “We understand that the way people buy tickets is changing and that there needs to be reform.

“However, this should be done in a holistic way, considering the needs of all station users and local communities.

“We are concerned that the focus on ticket office staffing in isolation of wider investment (for example pay as you go ticketing) could lead to disadvantaging certain passengers and communities.

“We will be working with our partners on a robust response to the consultation using local evidence and knowledge.

“Patronage growth on the railways in the North is strong, albeit people are choosing to travel at different times for different purposes.

“Done correctly, we can ensure that reform supports growth and the needs of all passengers.

“But it must not be to the disadvantage of any station users, especially in regards to accessibility and safety.”

Closing all the offices may take up to three years and it is not yet known when the first closures will take place.

Anybody wishing to take part in the public consultation is urged to go to their local train company website or visit the Transport Focus website.