Question to the Department for Transport:

To ask His Majesty's Government what discussions they have held with the Rail Delivery Group regarding how ticket services not available on ticket vending machines, such as refunds and season ticket changes will be handled.

We recognise there are a wide range of fares and tickets offered to passengers, and that not all products are offered consistently online or at ticket vending machines. However, an estimated 99% of all transactions made at ticket offices last year could be made at TVMs or online.

The rail industry is looking to expand digital ticketing options and make them even easier for passengers to use through upgrades to ticket vending machines and digitisation of more tickets and processes.

When proposing major changes to ticket office opening hours, including closures, operators are required to take into account the adequacy of the proposed alternatives in relation to the needs of all passengers. This includes ensuring that passengers can easily buy the right ticket for the journey they want to make, with consideration of the product range available at the station and what support is available to help with purchase.

Passengers will not be expected to travel out of their way to buy a ticket and will be able to buy en-route or at their destination.