Railway Ticket Offices

Debate between Chris Loder and Mark Francois

Wednesday 13th September 2023 Westminster Hall

[Chris Loder]

I agree that my hon. Friend shares many of the same difficulties and challenges that I face in West Dorset. I will be pleased to articulate further why I agree with him.

The fact that nationally 12% of tickets are purchased from ticket offices does not necessarily warrant them all being closed down, particularly as the percentage for many rural stations and among higher-age communities is much higher than the national average, and no more so than in the south-west. The demographics of constituents in my West Dorset constituency are such that 30% of the population is over 65, which suggests that more people than average use ticket offices. That totally busts the myth that only 12% of tickets are sold at all stations. For example, at Barnstaple station in the constituency of my hon. Friend the Member for North Devon (Selaine Saxby), 45% of all tickets are sold at the ticket office.

In Dorchester, even if the company gave me the stats they would not offer an accurate picture because such is the level of management incompetence that the ticket office door was closed for in excess of three months last year, awaiting repair. That will undoubtedly have skewed the statistics and is, quite frankly, questionable in itself. The only reason why that situation got sorted was because I complained about it.

[Mr Mark Francois (Rayleigh and Wickford) (Con)]

I have an email from a whistleblower who works for Abellio Greater Anglia. The key thing it says is that

“the ticket offices are used much more than people realise. Although the figures say only 12% of tickets are issued by ticket offices, this is an average…Stations like Billericay, Wickford and Raleigh are selling over 500 per shift at weekends.”

So people who work for the railway and who know the truth would agree with everything that my hon. Friend just said.

[Chris Loder]

I thank my right hon. Friend for his contribution and support.

There is a significant Access for All bid in for Dorchester South, for a new footbridge to make the station accessible. What company of any moral standing would propose a reduction in staffing hours of 55% when half the station is inaccessible, and when the company refuses routinely to change the platform to help those in the greatest need?

Typically, when we buy our tickets online through retailers such as the Trainline, we assume that they are working in our best interests as fare-paying passengers, and that they automatically search for the cheapest fare possible, perhaps through something called a split ticket. I can tell the House today that that is not the case, and I shall offer an example or two.

The cheapest way for rail passengers to get from London to Plymouth is to travel via London Waterloo and change at Exeter St David’s. They should buy a ticket from Waterloo to Axminster, and another ticket from Axminster to Plymouth, which in total will cost £93.90 for a return, and with a railcard just £64.50. Any Members present with a smartphone should feel free to have a look for themselves. I checked this before the debate. If they enter London to Plymouth on the Trainline, they will be given the option of taking the 10.04 am from Paddington to Plymouth, and offered a ticket for a staggering £158.70. That is almost £100 more than the cheapest alternative, which is actually on the 10.20 am from Waterloo to Exeter, and then change.

Why is that? It is because anti-competitive online digital algorithms have been set to block certain ticket combinations, in this case on the Waterloo to Exeter line. To be fair, it is not just on the Trainline app that this happens. Those who want to should have a look on South Western Railway’s website and try to book the same fare. Put in those details—why not even try specifically to put London Waterloo to Plymouth? It will not give them the cheapest combination either; it will send them to Paddington and make them pay more.

Do not think that the issue is reserved to the south-west alone. This time last year, I called out Avanti West Coast and the Trainline for similar behaviour on the route between Manchester and London, where the supposed walk-up fares were quota-controlled if bought online. If the ticket quota had sold out, the customer would be redirected to a more expensive online fare, or the cookies on their smartphone would tell the system that they wanted that ticket and it would automatically charge them more.