Politicians and industry groups react to ticket offices remaining open

Transport Secretary Mark Harper said the Government has asked train operators to withdraw their proposals.

This is in response to watchdogs Transport Focus and London TravelWatch announcing they opposed every single planned closure due to issues such as the impact on accessibility.

Mr Harper said: “The consultation on ticket offices has now ended, with the Government making clear to the rail industry throughout the process that any resulting proposals must meet a high threshold of serving passengers.

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“We have engaged with accessibility groups throughout this process and listened carefully to passengers as well as my colleagues in Parliament.

“The proposals that have resulted from this process do not meet the high thresholds set by ministers, and so the Government has asked train operators to withdraw their proposals.”

Mark Harper, transport secretary

Industry body the Rail Delivery Group (RDG) unveiled proposals in the summer which would have led 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.”

This followed pressure from the UK Government to cut costs amid the drop in revenue caused by the coronavirus pandemic.

Plans to close the vast majority of station ticket offices across Cumbria had been met with cross party criticism including the RMT.

Speaking to The Cumberland News in October, RMT leader, Mick Lynch warned of the knock-on effect that ticket office closure would have on “the blind, disabled and elderly people”.

Mr Lynch also warned of job losses had the ticket office closures gone ahead but those jobs are now secure.

Politicians and figures across Cumbria have been reacting to the news.

John Stevenson, MP for Carlisle, welcomed news that the Government has recommended, following a lengthy and comprehensive consultation, that ticket office reform will not go ahead, despite previously appearing to back their closure.

Commenting John said: “A number of constituents have raised concerns with me regarding the potential closure of the ticket office in Carlisle.

“Whilst I am always conscious that in some circumstances there can be a need for change, I was very aware in this instance that older people and people with disabilities were genuinely concerned that ticket office closures could be a barrier to rail travel for them.

“I am delighted that, following representations from MPs and outside bodies, the plan to close ticket offices has been halted.”

Mr Stevenson has been joined by his fellow Conservative members of parliament in Cumbria, Dr Neil Hudson and Mark Jenkinson, in welcoming the move.

"Our government is absolutely on track to securing a more sustainable future for our nation's great rail infrastructure,” said Dr Hudson, MP for Penrith and the Border.

"Thanks to Conservative Government intervention, Penrith, Appleby and Carlisle ticket offices have all been saved. This is a tremendous win for rural communities like ours where digital connectivity challenges can hamper consumers trying to buy tickets online or by phone.

“Moreover, I have found throughout the process that older people and those with disabilities rely far more heavily on a personal service when travelling by rail, so no doubt there will be much delight throughout these demographics.

"I have said consistently that we must make it as easy as possible for passengers across the country to travel on our railways as we transition to a lower carbon economy, so I thank Ministers who have listened to me on this and the wealth of feeling throughout the nation and told rail operators clearly that any changes to services must meet the high threshold set by Government, which this proposal clearly did not."

Labour’s parliamentary candidate for Carlisle, Julie Minns, also welcomed the news but called the public consultation a ‘colossal waste of time’.

Julie Minns, Labour's candidate for Carlisle (Image: Supplied)

“I welcome the Government’s decision not to close Carlisle Station Rail ticket office,” said Julie.

“Had the closure gone ahead the impact on Carlisle residents, especially older and disabled travellers, would have been disastrous.

This whole sorry episode has been a colossal waste of time and taxpayers’ money, and another example of how this broken government’s time is up.”

Industry and passenger groups have also welcomed the U-turn on ticket office closures.

Responding to the announcement a spokesperson for Transport for the North said: “We are pleased that plans to close ticket offices are not being taken forward.

“As today’s report from Transport Focus clearly shows withdrawing ticket office staff would leave passengers very disadvantaged and would be a barrier to people using the railway.

“The way that people buy their tickets is changing, and we need to take account of that, but the presence of staff is about so much more than simply retailing tickets.

“They are a human point of contact, including helping passengers who might need assistance or providing reassurance for those who might be wary of travelling alone.

“We believe ticket office staffing should be looked at only as part of a wider review of stations, that takes in pay-as-you-go, retail and other services.

“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 regard to accessibility and safety.”

John Stevenson, MP for Carlisle

Louise Rubin, Head of Policy at disability equality charity Scope said: “This is a victory for the hundreds of thousands of disabled people who called out the absurdity of closing ticket offices. 

“These plans made no sense in the context of our inaccessible rail network and would have resulted in more people being stranded without the support they need.

“We’re pleased the Government has halted these plans in their tracks, but they can't stop here. One in four of us is disabled. Government must now create long-overdue changes so that every disabled person can use our transport system with confidence."

Despite a change in policy, the RMT and the train drivers’ union, ASLEF, remain in dispute with the rail operating companies over pay and working conditions.