Have your say on rail ticket office closures

12 July 2023
Photo of outside Whitby train station

The Rail Delivery Group has announced the planned closure of almost all ticket offices at rail stations – probably by Christmas.

As part of the regulatory consultation, independent watchdog Transport Focus wants to hear from passengers, and they will use these comments to respond to the proposals. There are also contact details for each train operator to give your feedback directly.

Possible passenger concerns

There are concerns around the ability to buy a ticket or other rail products, the level of staff presence at stations, the safety of passengers in an emergency being able to find a staff member, and operators’ ability to deliver services for disabled passengers.

The closures could impact people without a smartphone or internet access from buying the cheapest tickets and potentially many people who prefer to use cash rather than tapping a contactless card. This could be a particular issue for people living in rural North Yorkshire.

There may also be issues for blind or partially sighted people to buy tickets, request assistance or travel independently. Ticket offices are also the only designated point in the station with a hearing induction loop or someone to lip read from. Many Deaf people will be unable to access the assistance they need without this.

People with mobility issues, arthritis or older people may find it difficult to move through the station to find a staff member.

Have your say

Passengers need to have their say on what the changes might mean for them. To have your say fill out the consultation form, by Wednesday 26 July 2023.

You can also write to them at the following freepost address:

RTEH-XAGE-BYKZ, Transport Focus, PO Box 5594, Southend on Sea, SS1 9PZ

If you need assistance providing feedback, you can contact them by phone on 0300 123 2350.