Plans to close ticket offices across England and create ‘customer ambassadors’ have been revealed by Avanti West Coast.
The train operator, which runs 16 stations including Carlisle and has ticket offices in major cities, said it wanted to move its staff from behind counters into the public areas to provide advice and support for people buying tickets and accessibility.
It has launched a public consultation about its plans, which will run for 21 days.
The firm said in the mid-1990s, 82 per cent of tickets were sold at offices, compared with an average of 12 per cent today.
It wants to phase changes in over three years and said ticket offices at these Network Rail stations, as well as Preston and Carlisle, will remain open short-term for customers who have complicated ticket queries which cannot currently be dealt with online or at a machine.
Avanti West Coast said: “Alongside the public consultation on ticket offices, a range of options for employees affected will be discussed. These will include moving employees to the new customer ambassador role, retraining and reskilling. Train companies will continue to engage constructively with unions at a local level to manage the outcome of the consultations and any subsequent transition.”
Train firm Northern said the proposals mean that 131 ticket offices at its stations will close.
If it goes ahead, it said the offices will be closed over 18 months and only 18 across the network will remain open.
The only Cumbrian ticket office to remain open under the plans is Barrow; it will have amended opening times and the company said the number of hours workers are present at the stations will reduce.
It added: “These ticket offices have been chosen based on location and volume of ticket sales.”
But Transport for the North said it was concerned that it could be a disadvantage for certain passengers and communities.
A spokesman said: “We understand that the way people buy tickets is changing and that there needs to be reform. However, this should be done in a holistic way, considering the needs of all station users and local communities.
“Patronage growth on the railways in the North is strong, albeit people are choosing to travel at different times for different purposes. Done correctly, we can ensure that reform supports growth and the needs of all passengers. But it must not be to the disadvantage of any station users, especially in regards to accessibility and safety.”
Simon Fell, Barrow and Furness MP, is asking Furness residents to contribute to a consultation from the Railway Delivery Group about proposed closures to ticket offices in England and Wales.
This follows on from Mr Fell holding meetings with Northern, and writing to the Government’s Railways Minister in government to request a meeting to discuss Ulverston Railway Station accessibility.
The survey asks for residents’ travel habits on the railway, and for their thoughts about the proposed changes and their subsequent impact.
Mr Fell said: “It’s right that the train operating companies look to modernise their approach, while also maintaining essential hubs, and keeping staff at stations where they perform essential tasks. But there is a balance to be struck.
“In Ulverston, for instance, station staff are needed to make the accessible crossing available. Northern gave me assurances previously that this would mean the station would be protected.
“However, Northern’s current proposals suggest that there will only be staff member on site for a couple of hours each weekday. That would leave someone who needs that accessible crossing extremely vulnerable. And that’s not acceptable.”
The survey can be filled in online at https://www.simonfell.org/ticket-offices
Meanwhile, Westmorland and Lonsdale MP Tim Farron has launched a petition against the proposals.
He said: “Railway station ticket offices are a lifeline to so many people, particularly those who are elderly, disabled or who are visitors.
“The Government must not allow the rail companies to close ticket offices at local stations like Oxenholme, Grange, Appleby, Windermere and Penrith.
“This would be a huge blow to all rail users and it would reduce safety for people using the railway stations.
“As somebody who uses the train every week, I see how busy and how well used ticket offices are – I never go to Oxenholme station for example without seeing there be a queue for the ticket office for people needing advice and support.”
To sign the petition, visit www.wfelibdems.uk/campaigns/save-ticket-offices
