TRAIN companies have been accused of ‘dehumanising’ the railway with proposed ticket office closures in west Cumbria.

Both Whitehaven and Workington train ticket offices have been earmarked for closure under the proposal revealed by the railway industry body, the Rail Delivery Group.

The controversial plans will see almost all train station ticket offices closed across the country over the next three years. A consultation is being held until July 21.

Craig Johnston, regional organiser for The Rail, Maritime and Transport union (RMT), said: “If these proposals go through, this would mean a less welcoming, more remote and less accessible rail network.

“We have got a lot of questions about how people will get information. How they will get the cheapest possible tickets and travel advice. How people will book disabled assistance.

“Also, there are a lot of jobs at stake. We think nearly 2,200 jobs could go across the national rail network.

“The railway is being dehumanised by the train operating companies and this government. I would urge as many people as possible to formally object.

“They will be cutting your services but they won’t be cutting your fares.”

Josh MacAlister, the Labour parliamentary candidate for Whitehaven and Workington, has launched a petition against the closures and has written to Northern Trains and the Secretary of State for Transport, Mark Harper.

Mr MacAlister said: “The news will be deeply worrying to elderly and disabled passengers in Whitehaven and Workington who rely on the support and advice provided by staff in ticket offices and the fantastic staff themselves, who I have met with this week and who tell me they are worried for the future.

”Passengers in West Cumbria are already suffering due to the chaos on our railways. They should not have to face any further disruptions to their travel plans due to rushed changes to our rail networks.”

Copeland MP Trudy Harrison said: “Train companies are consulting on plans to modernise customer service across the railway network. I understand that proposals will see staff move from behind the ticket office screens to more visible and accessible roles around stations in order to better support customers.

“I know ministerial colleagues are keen to see multiskilled, customer-facing staff on railways and stations may need to change what they do or how they do it to ensure that passengers get the required service. Staff will be able to provide a more personal service in future, which can be crucial for those who need additional support at stations and those who cannot or do not want to use contactless or mobile tickets.

“It is important to note that ticket offices have seen a significant decline in use over the last decade. In 2022/23, around 1 in 10 transactions occurred at a ticket office, this is down from 1 in 3 a decade earlier and equates to 13 per cent of total revenue, yet the number of ticket offices has not substantially changed.

“An estimated 99 per cent of all transactions made at ticket offices last year can be made at Ticket Vending Machines (TVMs) or online and where needed. I understand that TVMs across the network will be improved and upgraded. I believe in making it as easy as possible for passengers across the country to travel on our railways.”

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 per cent of tickets being sold from ticket offices last year, and 99 per cent 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.”

Tricia Williams, chief operating officer at Northern, said: “Across all business sectors the way people consume, access and purchase products and services has changed. Rail is no different - only 1 in 6 journeys on Northern services are purchased through a ticket office, this compares to almost half of all journeys in 2018. We need to modernise to meet the changing needs of our customers and we are seeking views from the public on these proposals.

“Along with the rest of the rail industry, Northern is sharing proposals on how we plan to change how we support customers at our stations. These proposals include the creation of a new, more visible customer facing role that will offer a wider range of support across our stations.

“This new role will mean that the traditional ticket office is no longer required at most staffed Northern stations, except for 18 at hub locations, that will have amended ticket office opening hours.”