Railway Ticket Offices

Stephen Morgan Excerpts

Wednesday 13th September 2023 Westminster Hall

[Stephen Morgan (Portsmouth South) (Lab)]

It is a pleasure to serve with you in the Chair, Mr Davies. I thank the hon. Member for West Dorset (Chris Loder) for opening this important debate and for his work as the chair of the APPG on South Western Railway. He is a former member of staff in the rail sector—I believe as a ticket office clerk and a train guard—so his contribution is particularly valued here today.

As someone who used to commute from Fratton station to London Waterloo five days a week, I want to start by paying tribute to all the ticket office staff in Portsmouth and across the country who have helped me and, I am sure, many others at times of high stress. Hearing constant speculation about their job security in recent months will have been deeply worrying to many, but I hope the words of colleagues today, as well as the 680,000 responses to the recent consultation, show how much they are valued by the British public.

The debate has been popular with valuable contributions from Members of all parties. My hon. Friend the Member for Stockport (Navendu Mishra) made the important point that we cannot forget about the 1.1 million British adults with no bank account, who increasingly face barriers at cashless stations. My hon. Friend the Member for Wirral West (Margaret Greenwood) made helpful comments about the inadequacies of the consultation, and the impact on those with literacy and numeracy issues and on people with disabilities—a point also made by my hon. Friend the Member for Birkenhead (Mick Whitley).

My hon. Friend the Member for Middlesbrough (Andy McDonald) said eloquently that the issue is about people and human interaction, which is why we must find a better way forward on ticketing and fares, and rethink these plans—a view shared by my hon. Friend the Member for Bedford (Mohammad Yasin), who said that these proposals are about putting profit before people. My hon. Friend the Member for Dulwich and West Norwood (Helen Hayes) made the case powerfully against closures in London. I thank all Members for their insightful remarks about the proposals and the process.

As Members have highlighted, throughout the process the Government have shown no respect to rail staff, passengers and vulnerable people who will be most impacted by the decision. Ministers initially tried to force through these enormous changes, affecting more than 150 million rail journeys a year, with a consultation period of just 21 days. This was evidently designed to be a rubber stamp for a decision that had already been made with the most vulnerable cut out. It was only following an incredible demonstration of widespread opposition—from organisations including Disability Rights UK, the National Federation of the Blind, Transport for All, the Royal National Institute of Blind People, the Royal National Institute for Deaf People and Guide Dogs UK—that the Government issued a chaotic last-minute decision to extend the deadline. Even countless Conservative MPs have spoken out, in addition to 680,000 responses to the consultation, which I suspect are not all glowing endorsements of the Government’s plans.

In contrast, the only support the changes have had has come from Conservative Ministers. Yet, despite that, Ministers seem determined to press ahead regardless—but why? Despite what they say, given the ditched plans for Great British Railways, we know that this is not about reform; given the Government’s dismal record on contactless ticketing, we know it is not about modernisation; and given the huge disruption this will cause, we know it is not about improving the service for passengers. Given the Government’s record on our country’s rail services, we know that it is about lowering quality and running our rail network further into the ground—all to the detriment of passengers.

Many Members have spoken eloquently about key concerns raised by passengers and staff across the country regarding the closures, so I will focus my remarks on the mounting evidence that the Government are not being straight with the public on this matter. Specifically, there are three claims used by the Rail Minister to justify the closures that I simply do not believe stand up to scrutiny.

First, the Minister has put on record that

“no currently staffed stations will be unstaffed”.—[Official Report, 6 July 2023; Vol. 735, c. 929.]

However, the evidence from train companies shows that thousands of staff hours will be lost, with stations across the country becoming unstaffed. To name but a few: East Midlands Railway has 16 stations that would become unstaffed, with just daily or weekly visits from mobile teams and a loss of at least 728 staffing hours a week; and South Western’s proposals would see 135 instances where stations that currently have ticket offices in operation are no longer staffed on certain days of the week. For example, Worcester Park ticket office is currently open for 12 hours on Fridays, but would become unstaffed on this day under the proposals. The list goes on: Greater Anglia’s proposals would result in a loss of 730 hours a week; Avanti’s 350 hours; c2c’s 200 hours; and Northern’s a whopping 6,500 hours a week compared with its current ticket office hours. The question, therefore, is not whether currently staffed stations will become unstaffed, but whether Ministers know this to be true and are pressing ahead anyway, or whether the plans have been so rushed that Ministers do not even realise their true impact.

As we have heard this morning, one in nine tickets are sold at physical ticket offices. Many of those are to disabled and elderly people, infrequent passengers and people with language difficulties, for whom getting public transport can already be a tricky experience. As we have heard, 23% of disabled adults are unable to use the internet, and only 3% of blind people are able to use ticket vending machines without problems.

The second claim that the Minister has used to justify closures is that

“staff will still be there to provide assistance and additional support for those who need and want it”.—[Official Report, 6 July 2023; Vol. 735, c. 929.]

Operators, however, have admitted that that may not be the case. Avanti has said that this project may lead more customers to use the ticket vending machines, which are not accessible for some disabled customers, including those with visual impairments. Northern has admitted:

“some customers with disabilities may not receive assistance during hours where the staff presence has been removed. This may discourage some passengers from using the railway.”

What a shocking indictment of the Government’s plans. At a time when we should be encouraging as many people as possible to use our trains, the Government are actively making it more difficult, particularly for those who rely on public transport the most.

Members have rightly raised concerns about the impact of closures on job security. The Minister’s third claim to justify the closures is that the proposals were not about job losses, but that

“the aim of these measures is to redeploy staff who are currently underutilised and who are not seeing the passengers that they used to”.—[Official Report, 6 July 2023; Vol. 735, c. 936.]

Yet analysis of rail operator plans shows that 2,300 station staff jobs are at risk, representing nearly a quarter of all station staff at those companies. It is time the Government saw sense and rethought the plans, as called for by Labour.

In the midst of a cost of living crisis, the least station staff deserve is honesty and clarity from the Government about their futures. The Minister must set the record straight today. Will he confirm whether he stands by the following statements? First, he said that

“no currently staffed stations will be unstaffed”,

despite evidence showing that thousands of staff hours will be lost with stations across the country becoming unstaffed. Secondly, he said that

“staff will still be there to provide assistance and additional support for those who need and want it”—[Official Report, 6 July 2023; Vol. 735, c. 929.]

despite operators admitting that customers with disabilities may not receive assistance during the hours where staff presence is removed. Thirdly, he said that the proposals are not about job losses, despite analysis of rail operator plans showing 2,300 station staff jobs are at risk.

I look forward to hearing the Minister’s remarks. I restate my thanks to the hon. Member for West Dorset for securing the debate and to all hon. Members who contributed.