Rail Ticket Offices

Debate between Robert Buckland and Huw Merriman

Thursday 6th July 2023 Commons Chamber

[Sir Robert Buckland (South Swindon) (Con)]

Residents in Swindon had a taste of things to come yesterday, when the ticket office was closed and people were queueing out of the door to use the wholly inadequate machines at the station. The wi-fi was unreliable as well. If we are to proceed with this significant change, the technology available to customers must be significantly better and we need to avoid a situation where elderly customers who come to pick up an advance ticket have nobody to help them. Will the Minister do everything he can, working with the rail authorities, to ensure that residents do not face—to quote the Beatles again—a “Magical Mystery Tour” when they come to Swindon station?

[Huw Merriman]

I will certainly do so, with my right hon. and learned Friend, and I will share a bit of experience that led me to want more in this direction. I need to get a weekly travel card, but I could not get it online because it was not available. I went to the station but did not have a photo with me. I asked, “Why is it the case that we still need a photo when that weekly travel card is less than an Avanti single?” I was told, “That’s the way it has been on the railway for 40 years. That’s why we do it.” That is not good enough. I have mobility, so I can walk up to Charing Cross to make that transaction —or not make it—and then leave, but for others who do not, it does not work for them at all. I can give him the assurance that alongside this programme is a strong exercise to make all products accessible from machines and online; 99% are already accessible, but we need to get the full suite of products so that people do not have to queue in the manner he has just described.