Rail Ticket Offices

Baroness Vere of Norbiton Excerpts

Wednesday 12th July 2023 Lords Chamber

[The Parliamentary Under-Secretary of State, Department for Transport (Baroness Vere of Norbiton) (Con)]

My Lords, I am grateful to the noble Baroness for a succession of questions there. She is right that the staff are valued. They are very much valued by the Government and indeed by the train operating companies, so much so that we have concluded that they do not need to be sitting in a ticket office to help passengers in whichever way they need.

The noble Baroness talked about ticketing and availability. It is the case that 99% of all tickets are available through ticket vending machines or online. On the question of an impact assessment, the impacts for each station are assessed individually under the process, which I am sure the noble Baroness is aware of as it was in place during the last Labour Government.

[Baroness Randerson (LD)]

My Lords, the train operators have made it clear that this is being imposed on them by the Government. The Government have said that only 12% of tickets are bought through ticket offices, but what does that 12% mean? In the past year there were 1.4 billion separate rail journeys, so 168 million tickets were bought in ticket offices. Passengers who use ticket offices will be inconvenienced and deterred by the closure of those offices. That will hit elderly, disabled and poorer people most of all.

What assessment have the Government made of the particular impact on those in our society less able to buy tickets from machines? Does the Minister accept that the truth is that this is a question of trust? We do not believe government promises that there will be people wandering around stations to help people. There will be for the first few weeks, but they will disappear after that. The Government will tell us that there have to be reductions. We do not trust the Government to deliver on their promises.

Finally, does the Minister agree that at the very least there should be no ticket office closures until the Government have delivered on their long-awaited commitment to simplify the fare structure?

[Baroness Vere of Norbiton (Con)]

The Government have an ongoing commitment to simplify the fare structure and we are continuing to do so. The Rail Minister has engaged extensively and directly with accessibility groups and will continue to do so. We are also engaging with the Disabled Persons Transport Advisory Committee to ensure that we hear its views as well.

As I said in answer to a previous question, 99% of tickets can be bought through a ticket vending machine or online, and members of staff will be around to help anybody who has any problems in buying their tickets.

[Lord Berkeley of Knighton (CB)]

My Lords, does the Minister know that the delay repay system, which I referred to in a question last week, often rewards people with vouchers from the companies? They often will not put money into your account. You are able to cash in those vouchers only at offices that sell railway tickets, so we could be in a very difficult situation here. If the Minister needs to write to me about this, I would quite understand.

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[Baroness Vere of Norbiton (Con)]

I will certainly write to the noble Lord about this, but there will be various functionality within the new system, which will be more mobile than it is now and will allow people using cash, for example, to buy a ticket or a ticket to ride, which is one of the options available. On vouchers, I will write to him but I am fairly sure that will have been taken into account by the train operating companies when they put forward their proposals.

[Baroness Stedman-Scott (Con)]

My Lords, I use the ticket office at Staplehurst station and its staff are outstanding. The care that they show the customers and the way in which they help them plan their journey and buy the correct tickets is a credit to them. I truly hope that their skills will be kept, because the business will be the poorer without them. I am afraid that the ticket machines do not quite match up to the staff. Can my noble friend tell me if the new ticket machines will be able to replicate this service and whether AI will be used to enhance them?

[Baroness Vere of Norbiton (Con)]

I am grateful to my noble friend for her exposition of the greatness of the staff. We absolutely value the staff, which is why we want to get them out there to enable them to help more people. Ticket vending machines are being continually upgraded and there are all sorts of ways we can upgrade them: for example, we are adding video calling to enable people to ask the absolute experts if they wish to take a particularly complicated route. If AI is appropriate, I am sure that the train operating companies are looking at it.

[Lord Woodley (Lab)]

My Lords, I speak from personal experience, having travelled up and down from Liverpool twice this week alone. Only this morning, I was listening to the staff there who were worried sick about their jobs, but more importantly, I watched a partially sighted customer trying to get help and support which would not have been available had there been no assistant to help them. This is not about people; it is about profits and wiping people’s jobs out. I urge others to make sure, as I have already done today, that in respect of the consultation paper they vote no to this outrageous proposal.

[Baroness Vere of Norbiton (Con)]

My Lords, those staff will still be there to help the passenger, whether they be partially sighted or for whatever reason they need help. The noble Lord says that this is about profits but it is not at all, because the costs of running the railways fall to the taxpayer. We need to have a modern seven-day railway and that is what this Government are going to deliver.

[Lord Deben (Con)]

My Lords, this is a necessary modernisation of the railways but what we have heard is the kind of thing that is argued about any change. The railways do not make money and need to be more modern; we ought to accept this and celebrate it.

[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.

[Lord Moylan (Con)]

My Lords, is my noble friend aware that—

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[Lord Sikka (Lab)]

My Lords, the Minister said that people can buy tickets online. That presupposes that people have a good mobile phone or a computer and a broadband line. Can the Minister tell the House how many individuals and households do not have a good phone, access to a computer or a broadband link? What help will the Government be offering to those who do not have these things?

[Baroness Vere of Norbiton (Con)]

There are all sorts of channels for reaching train operating companies, including by traditional telephone. As I mentioned, not a single station which is currently staffed will be unstaffed in the future. There will therefore be no change for such individuals. They will be able to go to the station to seek the help of the staff, who will be able to assist them in buying a ticket.