Railway Station Ticket Offices

Lord Udny-Lister Excerpts

Tuesday 13th December 2022 Lords Chamber

[Baroness Vere of Norbiton (Con)]

My Lords, driver-only operations have been around since about the 1980s. It is certainly not a new concept. Over half of passengers who use the railways are on trains where driver-only operations are in place and have been accepted by train drivers. If we are able to change arrangements at ticket offices in some locations, that will mean that more people will be out and about in stations, providing the eyes and ears that we need to keep passengers safe. The Government are very conscious of more vulnerable adults and how they travel. We work very closely with the police and the Rail Delivery Group.

[Lord Udny-Lister (Con)]

My Lords, will the Minister comment on the fact that, in 2015-16, Transport for London closed all ticket offices on the Underground to free staff to be available for helping passengers and providing information? Why has it taken Network Rail all these years to get round to this particular modernisation? Indeed, what is happening with all the other modernisations? After all, this is fairly low-hanging fruit.

[Baroness Vere of Norbiton (Con)]

It is up to the train operating companies, which operate the ticket offices, to think about the best way to manage their resources—including people—to serve customers better. I accept that TfL is often ahead of the game in many areas. Noble Lords will recall a time when you could pay by cash for a bus ticket in London; that is the case no longer. There are ticket offices across the country where less than one ticket an hour is sold. I put it to noble Lords that the person behind that glass screen could be doing other things.