Railway Station Ticket Offices

Lord Grocott Excerpts

Tuesday 13th December 2022 Lords Chamber

[Baroness Vere of Norbiton (Con)]

When it comes to the railway, DfT Ministers have front of mind the impact on passengers of recent disruption, and value for money for all taxpayers. The railway has lost 20% of its passengers since the pandemic, which means that it has also lost between £125 million and £175 million a month in revenues. Nobody wants to see fares go higher but the reality is that we need to ensure a good deal for taxpayers. Part of that involves being able to modernise the railways such that they can offer the sort of service, at the sort of fares, that people want.

[Lord Grocott (Lab)]

My Lords, is it not the case that ticket offices are providers not just of tickets but, frequently, of essential information for travellers? Given the huge complexity of ticketing systems across the country and lack of knowledge, perhaps, about the cheapest or quickest route, does the Minister not agree that ticket offices need to remain open for that reason in addition to those pointed out by my noble friend Lord Snape?

[Baroness Vere of Norbiton (Con)]

I think the noble Lord sort of makes my point for me. I agree with him that people need help, but it may not just be about buying a ticket and that person does not necessarily have to be sitting behind glass. Some customers need all types of help, particularly if they have reduced mobility. Our view is that there may be circumstances where it is appropriate to make sure that people are out and about helping customers to learn to use ticket machines and answering questions on the platform and not downstairs at the ticket office. It is all about flexibility.