Scunthorpe Station Ticket Office

Debate between Sara Britcliffe and Holly Mumby-Croft

Thursday 20th July 2023 Commons Chamber

[Holly Mumby-Croft]

I thank my hon. Friend for that intervention, which we did not even set up.

Ticket machines are, of course, not infallible. They can break, and can take a while to be replaced or repaired. It will simply be more difficult for some passengers to get the best deal possible without having a person there to speak to. I am also concerned about having waiting rooms open without staff supervision, which may make them a magnet for antisocial behaviour—something that we work really hard in Scunthorpe to tackle. We do not want to invite that.

I am not alone in making these objections; they are shared widely by residents in Scunthorpe. Ahead of the debate, and immediately after the proposals were announced, I reached out to my constituents on this issue. We are not backward in coming forward in Scunthorpe, and my constituents have been very clear what their views are. Of the respondents to the survey, an overwhelming 95%—these are broadly people who use the station; we have recorded that information—did not support the closure of the ticket office and the changes to staffing hours.

One of the key issues that respondents highlighted was the importance of recognising the impact that the sole use of ticket machines or online purchase would have on elderly or disabled people. Respondents pointed out that some people might not be able to use the ticket machines or purchase online without assistance, with 37% highlighting customer service. Many stated quite simply that they prefer a face-to-face service and the ability to ask for advice on the quickest routes and make other general inquiries, regardless of what time they are at the station.

[Sara Britcliffe (Hyndburn) (Con)]

Does my hon. Friend agree that many of our residents understand that getting people out from behind the screen and on to the platforms would be helpful, but when hours are reduced nobody is there to help residents understand when the trains are coming? In Accrington, we see a lot of delays at our train station, and if nobody is at the ticket office we do not know what will happen next. Does she agree that the reduction in hours is key in this process?

[Holly Mumby-Croft]

My hon. Friend is absolutely right. I was quite prepared to be pragmatic about this issue if the reality was that the staff member would be able to help for the exact same number of hours, but that is simply not the case.

Another issue raised by my constituents was safety and security. They said that they were very concerned about solo and elderly travellers, and people travelling late into the evening. Recently, I picked up a family member a couple of times who had been away to do a course and was using the train service to do that. I would not like to think that at 8 o’clock on a winter’s night there would be no member of staff at the station.

On its website, TransPennine Express stated:

“This more modern approach to customer service will mean the traditional ticket office is no longer required as our staff will be able to help customers purchase tickets on the concourse”.

In its impact assessment specifically for Scunthorpe, it said that

“customers will experience a more visible staff presence at stations”.

I struggle to understand how that can be the case when the staff will be there for only half the amount of time they are there at the moment. To me, that just sounds like nonsense. They are warm words from TransPennine Express, but you have to get up a little earlier in the morning to sneak something like that past the residents of Scunthorpe.

Scunthorpe ticket office is not unused: nearly 32,000 tickets were sold there last year, and an awful lot of residents rely on its services to buy their train tickets. I know that the decision has been taken by the current TransPennine Express management, but the Government are not fully removed from influence over it. I feel that it is my duty as a constituency MP to represent my constituents’ views on this matter, and push the Government to ensure that ticket offices remain open. Closure would undermine the efforts that the Government have made to improve customer service on our railways. This comes after a period when we have received a substandard level of service in Scunthorpe. Closing the ticket office would be an obvious backward step.

I hope that the Minister has taken on board the views of my constituents, and will do all that he can to ensure that we keep ticket offices open. I thank the staff who work at Scunthorpe ticket office. This must be a very worrying and difficult time for them. They do a fantastic job, and my complaints are no reflection on them. They do a wonderful job, and I express my sympathies to them at this time.