Train operating companies, including London Northwestern Railway have been developing high level proposals to modernise ticket retailing and the way they provide customer support at stations.
In addition to the significant cost challenges facing the rail industry post-covid, customer habits have also changed, with just 12% of tickets now sold through ticket offices and they recognise that they need to adapt to customer habits.
With that in mind, the government and industry have set out a vision for retailing in rail which includes:
- Developing a multi-skilled workforce
- Staff moving out from behind glass windows to be closer to customers on platforms and concourses
- Providing more flexibility in offering the right type of assistance and support face to face
London Northwestern Railway, along with the other train operators, have now received a mandate from government to consult on these proposals for modernisation. A full statutory public consultation facilitated by Transport Focus and London TravelWatch was launched on 5 July and will run until 26 July.
Subject to the outcome of the consultation, the proposals would include the phasing out of ticket offices, the multi-skilling of station staff and the creation of hub stations to offer enhanced retail facilities and customer support whilst the industry fares, ticketing and retail reforms are delivered.
Further information on their proposals for each of their stations is available at https://www.londonnorthwesternrailway.co.uk/travel-information/at-the-station/proposed-changes-ticket-offices.
They recognise that this change will create some uncertainty and concern for some people and they are committed to supporting those customers to ensure the railway remains accessible to all.
To comment on proposed changes to ticket offices at stations on the London Northwestern Railway network, customers can contact Transport Focus, the independent transport user watchdog, by Wednesday 26 July 2023 at TicketOffice.WMT@transportfocus.org.uk or Freepost: RTEH-XAGE-BYKZ, Transport Focus, PO Box 5594, Southend on Sea, SS1 9PZ. For more information about how to have your say visit transportfocus.org.uk.