Railway Ticket Offices

Marion Fellows Excerpts

Wednesday 13th September 2023 Westminster Hall

[Marion Fellows (Motherwell and Wishaw) (SNP)]

It is a pleasure to serve under your chairship, Mr Davies. As the SNP disabilities spokesperson, this topic is very important to me. For disabled people, particularly those who are learning disabled, the proposal is appalling. Transport for All has given me a very full briefing on this issue. At no stage in the consultation on the recommended closures has there been any consideration at all of disabled people and their requirements.

The equality impact assessment has been mentioned. Has the Minister any idea how the proposed changes will affect disabled people? Has he spoken to disabled people or his Department’s disability champion? I am glad to see that the Minister is nodding, but I fail to understand why he has not considered the fact that the notification and advertising of the consultation is severely impacting disabled people, some of whom could not read the notices.

[Chris Loder]

Will the hon. Member give way?

[Marion Fellows]

No.

None of this is of any use to people who are visually impaired or deaf, older people, people with no access to anything but cash, or people in wheelchairs, who at present cannot get the required discount from the self-service machines in stations. There is only one answer to this whole mess: for the UK Government to do as the Scottish Government have done and nationalise rail operators.

--- Later in debate ---

[Huw Merriman]

To keep some structure to my speech, I will come later to a response that I hope will address that point about ensuring that passenger interaction remains, despite the changes.

The rail industry launched consultations on the future of ticket offices under the ticketing and settlement agreement process, which gave the public and stakeholders an opportunity to scrutinise the train operating companies’ proposals to ensure that they work in the best way for passengers. As was pointed out by the hon. Member for Portsmouth South, my shadow, the consultation was extended. The 21-day period that was first used was the requirement under the ticketing and settlement agreement, which predates 2010. The volume of responses and interest in the consultation meant that it was recognised that it was right to extend it. I am glad that it was extended.

The train operator consultations ended on 1 September and, as has been mentioned, yielded more than 680,000 responses. Now, the independent passenger bodies—Transport Focus and London TravelWatch for stations in London—are engaging with train operators on the consultation response received and the criteria set out. In the past week, I have spoken to the leads of the passenger bodies to ensure they have the resources and to discuss some of the points they may make. I also spoke yesterday to the train operator managing directors to discuss where these proposals may come out. Of course, I have no role in the consultation at this stage, because it is for those two parties to look for an outcome on each station—on the point made by my hon. Friend the Member for West Dorset—by the end of October. I expect the train operators to work collaboratively with the passenger bodies in the coming weeks, to respond to the concerns raised and to refine their proposals accordingly.

There has been much discussion about reduction of hours and expertise at stations with ticket offices. At this stage, I do not expect a material reduction in the number of hours where ticketing expertise is available at stations, in the manner that some have described. That has been set out in the consultation. I expect that by the end of the process, there will be a differing design. When we talk about redeployment, it is important to note that the volume of hours is similar to what we currently have.

Where agreement cannot be reached between the operators and the passenger bodies, individual cases may be referred to the Secretary of State for a decision. That is the next stage of the consultation. At that point, he will look to the guidance under the ticketing and settlement agreement. That guidance was updated in April 2022, following targeted consultation with stake- holders, and was published in February 2023.

The update was made to ensure decision making could account for differences between stations and modern retailing practices. That included replacing the numerically “busy” ticket office sales threshold with a wider range of factors that should be considered, including how proposals would impact customer service; security at stations; modernising retail practices, such as availability of pay-as-you-go ticketing, which continues to be rolled out; and support for passengers with disabilities, accessibility or other equality-related needs.

[Marion Fellows]

Will the Minister give way?

[Huw Merriman]

Sorry, I will not give way due to the time available.

It remains important that we reform our railway to enable staff to provide a more flexible, agile and personal service, creating the modern experience that people expect. We should also look for ways to ensure value for money for the taxpayer. I know from listening to constituents and parliamentarians that there is great interest in what will happen to ticket office staff should there be any changes. The changes are about modernising the passenger experience, by moving expert ticketing staff out of ticket offices to be more visible and accessible around the station.

As for the points that have been raised, if only 10% of tickets are being sold across the ticket counter, crudely that means that 90% of passengers are not in contact with a member of staff. The idea is to take the member of staff on to the platform or concourse to help passengers where they need it—as opposed to at the ticket office—and to provide extra information, reassurance and additional security for all passengers—[Interruption.]