Rail Ticket Offices

Baroness Bull Excerpts

Wednesday 12th July 2023 Lords Chamber

[Baroness Vere of Norbiton (Con)]

I absolutely agree with my noble friend. There have been various interventions with technology over recent years. For example, the addition of gate lines necessarily meant that certain members of staff did not need to check tickets, and that is absolutely right. They can do far more valuable things. It is about helping passengers to get where they need to go, whether they have reduced mobility or not.

[Baroness Bull (CB)]

My Lords, there has been mention of the issues for disabled passengers. The Office of Rail and Road published its annual report today, which showed that only 66% of those with physical impairments received their pre-booked assistance. That is a one in three chance of not getting assistance, despite booking in advance. Can the Minister please explore how this situation can be improved, so that people with disabilities can use the railways?

[Baroness Vere of Norbiton (Con)]

That is absolutely at the front of our minds when considering these changes. The ORR also published statistics which showed that there has been a 68% increase in passengers who need assistance to use our railways. Of course, getting people out from ticket offices and on to platforms and into gathering areas and waiting rooms to enable those people to travel more freely is top of mind.