Railway Ticket Offices

Philip Davies Excerpts

Wednesday 13th September 2023 Westminster Hall

[Philip Davies (in the Chair)]

Before I call Chris Loder to move the motion, I want to give Members as much advance notice as possible that the time limit will be a maximum of two minutes. I will try to get everybody in, but I want to get to the Front Benchers no later than 10.30 am.

[Chris Loder (West Dorset) (Con)]

I beg to move,

That this House has considered railway ticket offices.

It is a pleasure to serve under your chairmanship, Mr Davies. We know that the future of railway ticket offices is important; the level of attendance here today and the fact that the Transport Committee is, in parallel, currently receiving evidence about this matter confirms it. It feels like the old days, when I was a member of the union having a union meeting, to see so many friends and colleagues from across the House here, and I warmly welcome them all to take part in the debate.

I am here today on a mission. That mission is to ensure that the staffed hours at West Dorset railway stations are protected and definitely not slashed by more than 50%, as is currently proposed by South Western Railway in its station change consultation.

--- Later in debate ---

[Chris Loder]

My hon. Friend is taking the concluding words of my speech out of my mouth.

If a customer went to the ticket office, where the regulations require that the cheapest ticket is to be sold, they could indeed buy the cheapest ticket there at the advice of someone in the ticket office. What is really disgraceful about all this is that the issue I highlighted on the west coast main line this time last year happened during the period of Her late Majesty Queen Elizabeth II lying in state, when so many people wanted to travel to London. It is pure commercial disdain, and it makes me sick.

Frankly, this is a scandal. After the debate, I will be writing to the Competition and Markets Authority to ask it to investigate, and I hope the Minister will do so as well. If any other Member, regardless of which side of the House they sit, would like to co-sign my letter, I will be delighted to hear from them after this debate.

I remind the House that I am here to make the case for station staffing hours to be maintained, not just because we need these experienced and knowledgeable members of staff, but to ensure that, in this cost of living crisis, passengers can get the cheapest fare, rather than rely on manipulative apps and online digital prices that overcharge them. The one person who can be trusted to provide the cheapest fare is the ticket office clerk.

Proposals for reform should not just improve efficiency; they should enable a growing railway for the future and access for all. The Secretary of State kindly gave me the assurance last week in my Westminster office that the sort of duplicity that is being proposed could be vetoed. Those of us here are making that point on the record; I hope the Minister will be able to concur.

I am not averse to reform. In fact, it is important to recognise that I think it is good, but, as the constituency MP for West Dorset, I request that the Minister stops these ridiculous proposals from South Western Railway and ensures that we do not see a reduction in staffed hours at Sherborne or Dorchester South. I expect other Members will make similar requests.

[Philip Davies (in the Chair)]

As everyone can see, this is a heavily subscribed debate. I want you to help each other. I have 18 people on the list, which makes two minutes each, without interventions. If anyone intervenes, that is nothing to do with me but it may restrict the number of people who can speak. That is all I ask. Without interventions, everyone on the list will get two minutes.

--- Later in debate ---

[Martin Vickers (Cleethorpes) (Con)]

I am fortunate to have 10 railway stations in my constituency, but only one, Cleethorpes, currently has a ticket office. TransPennine, which manages Cleethorpes station along with neighbouring Grimsby Town station, has issued the following statement:

“If a customer specifically needs station staff assistance to access rail services, by providing help through the station, then outside station staffing times, alternative transport to the nearest accessible station or to their destination will be provided”.

That is complete madness. Not all journeys are planned: an elderly lady might receive a call at 4 o’clock in the afternoon from her daughter saying, “My husband’s gone into hospital and I need your help,” or some other scenario. How is that lady to get a ticket, arrange a journey and somehow get TransPennine to provide a taxi or—the dreaded words—a replacement bus service? This is nonsense. How is it going to apply?

Considering that TransPennine and other railway companies are subsidised by the taxpayer, who is actually going to pay for the taxi driver or the ticket? Is the taxi driver going to collect money on behalf of TransPennine? Is it ever going to reach the company? The whole thing is a nonsense. Grimsby Town station, which is used by many Cleethorpes residents, had its ticket office modernised a few years ago in partnership with North East Lincolnshire Council. Public money was used to modernise the ticket office, which is now proposed for closure.

As chairman of the all-party parliamentary group for rail, I can tell the Minister that the officers of the group have met and are unanimously opposed to this. It is madness. Stop it now.

[Philip Davies (in the Chair)]

I thank colleagues for their co-operation while we got through so many speeches.

--- Later in debate ---

[Philip Davies (in the Chair)]

Order. The Minister must be heard.

[Huw Merriman]

Thank you, Mr Davies. Crucially, the Secretary of State and I have been clear in our expectation that no stations that are currently staffed will be unstaffed as a result of the reform. I have made the additional point about the hours not changing materially either, with staff still being there to provide assistance and additional support for those who need and want it. That would include advice on tickets and assistance in buying them. Should ticket offices close following the process, we would expect staff to be redeployed and multi-skilled in order to provide advice and assistance across the stations. Exact arrangements will vary operator by operator, and will be the subject of collective bargaining with the trade unions.

It is vital that our railway is accessible to all. I have engaged directly with accessibility groups, and will continue to do so, including at a meeting I have this afternoon with our Department’s own lead. Alongside that, train operators are required to take into account the adequacy of the proposed alternatives in relation to the needs of passengers who are disabled, and to include that in the notice of the proposal sent to other operators and passenger groups.

Turning to the position in Scotland, I believe that ScotRail consulted on proposals for major changes to ticket office opening hours at 122 stations in 2022. Their opening hours had not changed, by and large, for 30 years. As part of that process, ScotRail was seeking to redeploy staff to provide enhanced customer service on the frontline. I understand that ScotRail amended some of its proposals in response to passenger and Transport Focus feedback. We also have the experience with London Underground, which has also moved away from ticket offices.

I make that point to all hon. and right hon. Members, because if the situation is changed whereby passengers are transacting in a different manner and are thus not seeing a member of staff regularly, my ultimate aim is to design a system in which all passengers can see members of staff and can get assistance with ticketing as well as the other assistance that passengers need. It is with that in mind that I will continue to engage with passenger groups and train operators. I want to ensure that the passenger gets the best experience, that the staff have roles where they are fully occupied and fulfilled, and that the railway embraces change. I know that there are concerns, but I reiterate that I will continue to listen, engage and work with hon. Members. I reassure them that this is a genuine consultation, which has some stages yet to go.

[Chris Loder]

I thank the Minister for his response, and every Member for their contribution. My question to the Minister earlier was a request to stop the proposals from SWR to ensure that we do not see a reduction in staffed hours at Sherborne or Dorchester South. I think I have got a “not materially changing” response, which is progress from what we had before. I say to the Minister that I will continue to challenge him and make the case on behalf of my constituents to ensure that staffing hours do not reduce at both of my stations. I am sure that there are other Members who feel similarly.

The railways make an enormous net contribution to society and to the economy in this country. Before covid, on the South Western network, 40p of every £1 that was spent on train tickets came back to the Exchequer. Invariably, that was redeployed elsewhere across the country to support railways or other parts of the Exchequer spend. I fear that some of those wider economic benefits have not been considered in the proposals from train operators. Regrettably, the current set-up does not necessarily encourage that either.

It is clear that across the House we have quite a lot of things in common. That is partly because I was a station assistant at the beginning of my career, and for those who did not know, I am a former member of the RMT. I did not read the brief, but I thank the hon. Member for Middlesbrough (Andy McDonald) for pointing it out—I appreciate it very much. If people need a sense check on the fares from what I said earlier, brfares.com is the fact checker. It will be able to call them all out if they are wrong.

I thank everybody for what they have contributed. I thank the Minister for—

[Philip Davies (in the Chair)]

Order.

Motion lapsed (Standing Order No. 10(6)).