As you are aware, train companies are consulting on plans to modernise customer service across the railway network. GTR have set out how, following discussion with the Unions, they intend to move staff from behind the ticket office screens to more visible and accessible roles around stations in order to better support customers.
I can see the benefits of multiskilled, customer-facing staff on railways and appreciate that stations may benefit from fresh thinking on how customers can be best supported. I recognise that passengers increasingly use different methods to buy tickets and that the ticket offices now only account for around 10 per cent of transactions (down from 33 per cent a decade ago).
I understand that around 99 per cent of all transactions made at ticket offices last year can be made at Ticket Machines or online and where needed. I understand that there is a commitment for Ticket Machines across the network to be improved and upgraded.
I have previously (including, in 2016, in a parliamentary debate I secured) been very critical of attempts to reduce ticket opening hours, not least because I am very conscious of those who have difficulty in buying tickets online or from a ticket machine. I was also concerned then about the different fare availability between speaking to a member of staff and using a ticket machine.
GTR believe that by moving their colleagues from behind the screen to help customers on the station concourse, including on ticket purchases, this will make it easier for all customers without any reduction in service.
I would urge all constituents with an interest to respond to their consultation and make clear their views.
I do not dismiss the proposal out of hand as I see its advantages. However, points I intend to take up with GTR is how can a partially sighted or elderly passenger be certain they are being “assisted” by a bona fide employee? What guarantees do we have that staffed offices will continue to have staff present for the same hours as now at a minimum (for example it appears that Horsham hours are being, overall, extended but Billingshurst hours reduced)? How can passengers be reassured that this level of service will be maintained? Lastly can GTR make a clear commitment that all products currently available from the counter will be able to be purchased (with customer assistance available as set out)?
As above I would really urge constituents to respond to the consultation, which is being run by Transport Focus – the independent transport user watchdog. The consultation has been extended and closes on Friday 1st September – you can respond to it here: https://www.transportfocus.org.uk/ticket-office-consultation/; or you can email ticketoffice.GTR@transportfocus.org.uk.