Carlisle passengers share views on ticket office closure proposal

Industry body the Rail Delivery Group (RDG) unveiled proposals which could lead to nearly all offices being shut, with facilities only remaining open at the busiest stations.

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

The proposals, which will be subject to a 21-day public consultation, will see the creation of a new multi-skilled “customer ambassador” role to provide advice and support on buying tickets and accessibility needs.  

Part of the proposed plans will see the closure of ticket offices with a greater proportion of staff.

These industry-wide proposals represent the biggest update to customer retailing since 1995.

Back in the mid-1990s, 82 per cent of all tickets were sold at ticket offices, compared to just 12 per cent on average today.

This approach follows many other industries that have responded to the changes in customer behaviour, including Transport for London, most airlines and supermarkets.

At Carlisle station yesterday (July 6), customers were split on how it will affect them.

Ian Unsworth and David Mayfield, from Manchester and Bradford respectively, were travelling to Settle, and prefer to use ticket offices when they can.

“Every so often, we use the ticket office.

“I don’t have a smartphone, so if people can’t use them or the machine isn’t working, it will make journeys more difficult, especially if you’re disabled,” said Ian.

David Novak, from Prague in Czechia, was waiting for his train to Whitehaven which he gets regularly.

David Novak (Image: Ollie Rawlinson)

He said: “I always buy tickets through my mobile phone because if you want to use the ticket office to buy tickets or to ask questions it’s usually got a massive queue.

“I understand, though, that for older people it’s an issue, and closing them is a really stupid idea.

“In Czechia, many post offices are closing, and people are angry about it, but most people don’t use them, my belief is ticket offices are often not used in the same way.”

Jane Blaylock, who was travelling to London, was taking her first train journey since childhood and said she used the ticket office as staff were on hand to help.

“I found it easier to use the office, but I will just have to learn how to use the app in the future.”

Callum Slater, from Bolton, travelled in from Edinburgh and commented: “I travel everywhere across the country picking up and dropping off cars, but I always use Trainline, or sometimes the machine.

Callum Slater (Image: Ollie Rawlinson)

“I think it’s fine for the younger generation.”

Hadi Adam was travelling from Glasgow and said while it won’t affect him, he opposes the proposal: “It depends on my internet connection, if I don’t have one and there’s no ticket machine, I’ll use the office.

Hadi Adam (Image: Ollie Rawlinson)

“But what about the jobs? It’s unacceptable, people may be out of work.”

Dorio and Jennifer Caira, also from Glasgow, were split, with the former preferring ticket offices, while Jennifer being more tech-savvy.

Northeast men Lewis Seagrave and Cameron Patterson said they use Trainline all the time: “It’s quicker, and you don’t need to speak to anyone, you can do it from your house,” Cameron said.

Lewis Seagrave (left) and Cameron Patterson (Image: Ollie Rawlinson)