Rail Ticket Offices

Paul Maynard Excerpts

Thursday 6th July 2023 Commons Chamber

[Huw Merriman]

If we like seeing station staff when we access our journey and like the fact that we will be seeing more of them because they will be freed up, then I absolutely agree with the hon. Gentleman. Rather than gutting the railways, this Government, and indeed the taxpayer, have provided £41 billion of support since the pandemic. That does not sound like gutting the railways to me. I truly believe that we will end up with a better station experience, one that better reflects modern usage, which is why we are happy to support the train operators with these proposals. As I say, 10% of transactions are purchased across the ticket office counter—10 years ago, it was one in three. The railway is adapting to the manner in which consumers have changed their habits.

[Paul Maynard (Blackpool North and Cleveleys) (Con)]

Disabled, elderly and other vulnerable passengers have been troubled by today’s announcements, but does the Minister share my weary exasperation at the fact that people do not understand that the best way to help disabled and elderly passengers is for staff to come out from behind their screens to assist them in using a ticket machine, to help them on and off trains, and to help them to move around the station? Does he agree that for more than a decade Ministers have sought to improve services for passengers on the stations but have been blocked at every turn? Does he not see an opportunity to improve accessibility on our rail network here? It should be welcomed, not rejected.

[Huw Merriman]

My hon. Friend speaks with experience, having done this role himself, and he is absolutely right in what he says. I find it patronising to be told constantly that those who have disabilities or those who are elderly cannot access things online and cannot do this. That is not the case at all. At the moment, we do not have enough products online, and, as part of this process, I have been pushing to ensure that we have more online. It will mean that people do not have to go to the station beforehand to pick up a travelcard because they need a photo that they have to take. The idea is that this move should make things better for those who have accessibility and mobility challenges, not just in putting more tickets online and into a place where they can buy them from the comfort of their own home and phone, but in making sure they have more help at the station. So I thank him for the points he makes; he speaks with expertise.