How closing train station ticket offices affects people with disabilities and pensioners

Now the big rail companies want to get rid of ticket offices. Passengers will have to go online or use ticket machines instead, but many pensioners and people with disabilities say they rely on help from ticket office staff to travel independently.
And campaigners say the changes would make stations far less accessible to millions of people.

[@carltheblue.2531]

What a charming intelligent young man.. He’s absolutely spot on💙

[@minxiv7]

Those of us who are disabled are already limited enough. There are plenty of shops on my high street that I can’t use because they have no ramps and no space for a wheelchair, even if I manage to get up the steps there’s no room in the shop to move. Taking this away will severely limit those of us already limited.

[@Christinebanks11]

If you can type on KZbin, I'm pretty sure you can use an app to buy a train ticket. 😆

[@DougPaulley]

Maybe so, but whether able to get to the other platform when the barrow crossing unavailable, to use the station when the disabled toilet isn't open, etc etc etc.

[@anonymousanonymous3487]

@@DougPaulleywhat’s that got to do with ticket closures??

[@DougPaulley]

@anonymousanonymous3487 on many stations the only staff present are the ticket office staff. They open the toilets, do cold weather tasks such as putting out salt on ice, provide assistance to wheelchair users and other disabled people to get across to other platforms including if the bridge has steps etc. They don't just sell tickets.

[@frixosfriedman7813]

This was very eye-opening. I was recently using trains in Japan and I really felt overwhelmed and confused there as a lot of the info isn't in English and signs etc are not obvious. I really needed a human to speak to many times as I couldn't work out what to do. There was a tourist office in the station I was using but it had a long queue and was a long walk away. I ended up having to use it twice. Anyway, the experience really made me understand the importance of having support in a train station, and what it must be like in the UK for people who struggle.

[@roc7880]

I noticed this stuff in many places not only UK. when there are no people around to ask them questions some day there are no access places for people who need more

[@catherinewestmcgrathsongs]

Let's not have a single location where people know where to find help. Let's make people search all over the station to find it instead.

[@simoniskander]

This is especially the case if someone has a severe visual impairment. The ticket machines are generally not very accessible for me as someone who has very little sight. Fortunately I am still able to buy tickets using my phone, but I realise this is very difficult for many people.

[@anonymousanonymous3487]

@@simoniskander name one disability that cannot use phones

[@julianshepherd2038]

Tories despise the weak.

[@Tedword585]

There is a petition by the RMT to stop this happening but it is 40,000 signatures short

[@cdean2789]

Cheers. Just signed. Dear Transport Focus & London Travelwatch, I am writing to express my objections to the proposed closure of ticket offices at Southeastern and have set out below why I believe these ticket office closures, and any cuts to ticket office hours, must be rejected. Widespread and easy access to the purchase of rail products I strongly believe that passengers would no longer have widespread and easy access to the purchase of rail products and best value fares if the ticket offices closures went ahead. There is substantial demand for the ticket office. While the Government says that ‘only’ 12% of tickets are sold at ticket offices, in 2022/23, there were 1.5 billion passenger journeys, which equates to around 180 million journeys being facilitated by ticket offices. There are a range of products and services available at the ticket office, which may not be available from Ticket Vending Machines (TVMs). This includes refunds, season ticket changes, ranger and rover tickets, ferry/bus connections, park and ride, group save, disabled persons discount, season tickets over one month in length, advance fares, rail card purchases, off-peak tickets before 9.30am, changes to ticket classes, seat reservations, cycle reservations, photocards for season tickets, scholar tickets, sleeper bookings and car parking. Using TVMs is a one-sided process, there is no interaction between customer and retailer like there is in the ticket office. In contrast, ticket office staff can ask customers questions about their journey and requirements to ensure they get the right ticket for their journey and can offer a range of routes and classes. Many TVMs do not take cash, or permit a part cash, part card payment. Given that people on lower incomes and older and disabled people are more likely to use cash, these groups stand to be disproportionately affected by ticket office closures and may find it difficult to travel as a result. Unlike ticket office staff, TVMs do not automatically offer passengers the cheapest ticket for their journey, or clearly explain restrictions on certain fares, such as operator-specific tickets. Indeed, there is no requirement in the DfT’s Schedule 17 guidance for TVMs to offer all fares. This risks passengers losing widespread and easy access to a range of products and fares. Facilities and support for passengers with disabilities/accessibility or other equalities related needs Ticket office closures would cause a significant worsening of the facilities and support offered to disabled, Deaf and older people. Already, disabled people face numerous barriers in accessing the rail network and are three times less likely to travel by rail than non-disabled people. Twenty-two percent of the population had a disability in 2020/2 and since 2002/3 the number of people reporting a disability has increased by 3.8million (+35%). I understand that there has been overwhelming opposition to ticket office closures from disabled people’s organisations, including Disability Rights UK, National Federation of the Blind UK, Transport for All, RNIB, RNID, Guide Dogs, Scope, Thomas Pocklington Trust, Winvisble, Greater Manchester Coalition of Disabled People and the MS Society. The presence of staff is vital for ensuring the railway is accessible to all. At many stations ticket office staff are the only staff present, and their responsibilities often include assisting passengers on to trains, including with ramps where required and meeting them off the train. TVMs are not accessible for many disabled people, the functionality is poor and there is no interaction, unlike in the ticket office. Disabled people are much less likely than non-disabled people to have access to the internet, and therefore online ticketing is not accessible for many. Quality of Service Ticket offices provide passengers with dedicated advice and expertise about their journey and onward travel. They can tailor their service to meet their customers’ needs in a way that TVMs or online ticketing is unable to. At many stations access to facilities such as toilets, disabled toilets, waiting rooms and lifts is dependent on ticket office staff. Having ‘roving’ staff, no longer based in the ticket office, not only makes them more difficult to locate, which is particularly problematic for many disabled and older people, but also diminishes their ability to give tailored and one-on-one advice. Safety at station for passengers Staffed ticket offices have an important role in supporting passenger safety and security. Ticket offices provide a place of safety for both staff and passengers. Requiring staff to undertake transactions out on the platform puts both passengers and themselves in a more vulnerable position. Ticket office staff are trained and experienced in dealing with difficult incidents and the presence of staff deters abusive and anti-social behaviour. Ticket office staff provide support and assistance to passengers during times of disruption or in response to emergencies and their role often includes carrying out safety and security checks at the station throughout the day. As the passenger watchdogs will be aware, there is a consistent theme emerging from research, which is that passengers like and value the presence of staff. Having staffed ticket offices supports passenger perceptions and feelings around safety, and closing ticket offices could lead to passengers no longer feeling safe when travelling. Cost effectiveness It is difficult to see how train operators would be able to demonstrate that their proposals would make cost savings, unless there is the intention to reduce staffing. I am wholly opposed to any cuts to station staffing and believe any supposed cost savings cannot be used to justify a policy that will worsen passenger service, accessibility, safety, security and access to rail products. I also believe that ticket office closures will be counterproductive in terms of revenue, as it would disincentivize rail travel for many. Already disabled people are much less likely to travel by rail, and there is the real risk that many people will not be able to travel by rail at all if these closures go ahead. Surely the rail industry cannot afford to lose the circa 180 million annual journeys which are facilitated by the ticket office? Future monitoring of change I am concerned that the Government and train operators have given no commitment that staffing numbers will not reduce as a result of ticket office closures. It is also of significant concern that if ticket offices are closed, there would no longer be any statutory regulation of staffing provision at stations and the passenger watchdogs would have no formal role in monitoring this. Undoubtedly this will lead to reduced staffing provision at stations. Ultimately, for the reasons set out above, I believe Transport Focus and London Travelwatch must reject all the proposals to close ticket offices at Southeastern.

[@fashionwonderland9769]

My lovely mother who is 72 still doesn't know how to use smart phone, don't even metion to buy a ticket online.

[@NinjaSquirrel30]

A disgrace to those with more needs than average Joe those who can't use OL website or have no ability to. Should never of been privatised in past.

[@ddddirge]

IIRC it was privatised because the government itself didn't want to invest in it Especially since there was a car and motorway boom around late 80s early 90s I wonder if it's just greed, laziness, corruption or any other factors of the government though 🤔🤔🤔

[@Phil-bc2sd]

There would be lots of staff if they didn’t want so much pay this is not the railways this is the unions forcing them to cut their head counts .

[@AnyKeyLady]

How do they get help to the platform if the gates are closed and you need a ticket to get onto the platform? There are a lot of passengers who cannot just go "online" to get a ticket or use/access a ticket machine. Clearly not thought through at all! Focus on making all stations more accessible and not less!

[@grassytramtracks]

And on top of that, many stations are only staffed when the ticket office is open, and this means that no ticket office means other station facilities like waiting rooms and toilets, making train travel less comfortable and convenient at best, and inaccessible at worse

[@AnyKeyLady]

@@grassytramtracks Less safe too. The toilets are a joke, esp those with a pay for turn style.

[@clusterbungle]

Terrible plan! The ticket office is a hub for anyone needing help, and certainly for my local station you can't physically get to the platform until you have a ticket!

[@seanrm]

Everything in the UK just keeps getting worse and worse and worse.....

[@Nemo59646]

Only civilised countries have decent train services,although London is a country within a country.

[@twolessba1087]

Ruben is a fantastic reporter always enjoy their news reports.

[@Jen-lg4hp]

Keep cash, people! Resist the push to a cashless society! None of this is happening by chance!

[@YellabellyRover]

Brilliant report from a reporter these proposals are going to disadvantage. The lady from the Rail Delivery Group (RDG) fails to explain what happens at stations with limited ticket office hours that are scheduled to close completely. If the member of staff is expected to be out on the platform, then they may as well give them an office to work from

[@thomasBCFC250]

I'm 25, and when the ticket office is open at Old Hill train station I always purchase my ticket there.

[@stevehay2293]

Can't access anything anymore, not the bank ,not the train , not the council, not the doctor,etc etc !

[@absunited4ever995]

This is pathetic!!!!!

[@Plumduff3303]

Brilliant reporting thanks

[@GrandpaVince]

This is disgraceful how on gods green earth is grandma Shirley supposed to get a train ticket now?

[@alexrussell2903]

Grandma Shirley can put a few of her bobs and sherlings in the ticket machine and her travel pass pops out like magic! Ticket machines can change font size so she can see better and they have a help button for a person at a help desk to support, Shirley will be fine!

[@astroboirap]

and continue to vote tory

[@grassytramtracks]

​@@alexrussell2903 not all tickets are available from the ticket machine

[@johnross2924]

Trains are becoming less accessible due to overcrowding, often I struggle to even get on board because of the crowds of people having to stand in the doorway 😡

[@buchanfoulsham6314]

My branch line in cornwall is online booking only, and there's a fine if you get on without an e-ticket.

[@grassytramtracks]

You can never be given a penalty fare if you got on at a station with no open ticket office or working machines, if you did, appeal it

[@realnoahsimpson]

i have changed my position due to this report

[@alexanderevanska4274]

Ticket machines not working, people being find for not having a ticket. It all ties in. It's all one big con.

[@saintsrail2.066]

They will if ticket offers get shut down. Drop funding, drop staff

[@chrissilver7719]

Very true good article, its a service, for the public all the public. I am partially sighted so would find it difficult. Its OK them saying staff will be available during the consultation but what guarantees will passengers have that assistance will be there in the future .

[@TheHookahSmokingCaterpillar]

I have vision problems. The ticket office at my local station was closed this evening, I could barely read the instructions on the card reader they were so small and there was no one around to help. Closing ticket offices will be a disaster.

[@AlessandroZir]

thank you for doing this coverage!! 🙏❤️🙌

[@Crmsnraider]

It’s going to affect everyone, service will be considerably worse

[@Bristoltwingo]

In France they have changed behind screen ticket offices at railway stations into open plan travel agents. As if you're going in for a travel consultation.

[@heatherwignall6908]

thank you for your informative video - we are submitting a response to consultation and it's good to watch your film

[@smurphy88888]

Wonder when train operators will realise they are a public service

[@thomasanders1314]

You are absolutely right guys!:)

[@elsanovak4098]

They want to be independent not have all this help!

[@ianhalsall-fox]

I can just see poor overworked and harangued staff on the platform being mobbed by passengers who are unable to form an orderly queue.

[@URBeingLiedTo]

Lots aspects in life impact the elderly and disabled....because they're elderly and disabled.

[@grassytramtracks]

They're saying they won't cut any staff, which is clearly a fib, how else will shutting ticket offices save money?

[@muratdagdelen8163]

The solution is stop refranchasing when the current contracts end. Also no dividend for water company shareholders until they satisfy certain quality levels with acceptable prices.

[@beatraad]

Spot on, it’s a fuckin disgrace.

[@quackcement]

how can a disabled person get help buying a ticket from someone on the platform, if you need a ticket to get to the platform?

[@richardtuxford1812]

"it's not looking to do that" , only it is ACTUALLY doing that regardless of how you try to spin it

[@michaelhughes4466]

Having staff aimlessly wander around may just about work in small stations like Ely or Torquay, but not in big cities with hundred of passengers milling about, making an orderly queue impossible. And will the results of this rushed consultation be assessed by a reputable independent body like the Electoral Reform Society, or will the rail companies and our managerial technocrat government announce the closures are going ahead because there wasn't 'overwhelming' opposition, as happened with ULEZ?

[@emd3290]

Doesn't matter because trains are too expensive to use anyway, cheaper to rent a car

[@darryljones8418]

Little Britain computer says NOOOO comedy sketch but worse because you don't get a reaction from a machine that doesn't talk to you 😂😩👎

[@stevewalsh-balshaw1727]

Seems mick lynch was right

[@andrewc8441]

We want you to pay al your staff more, not increase ticket prices and not cut back any of the services you provide. This is mental 😂

[@grassytramtracks]

Let's have a minute's silence for the train companies and the Tory government having to skimp on the caviar. What a travesty

[@doyoumind.atall.stopspying5572]

Good on you guys

[@tjmarx]

😂😂 story is telling itself again.

[@LPMOVIESTVSofficial]

you got to lol at this government they what people to get a jobs but there taken them away what madness is this

[@astroboirap]

stupid TWAIN companies grrrrr

[@FourDollaRacing]

I thought a female pensioner was narrating, before seeing his name and face.... cool kid. 😊

[@haroonnawaz4702]

Very sad

[@holymoly6829]

Seniors and vulnerable people in our communities struggle with ticket machinations and online booking This situation will be elevated when we all die off 🥹🥹🥹