Due to the threat of legal action by disability activists and a number of metro mayors, the 21-day consultation window on the Rail Delivery Group’s (RDG) proposals to close almost 1,000 ticket offices across the rail network has been extended to 1st September. As of around a week ago, some 170,000 responses to the consultation had already been received and it is clear that the public are overwhelmingly against the closures. For an in-depth look at my interpretation of the spin coming from both the RDG and the Department for Transport click here.
On behalf of both the Arlesey and Biggleswade Rail User Groups, I collated and forwarded a number of questions to Thameslink and Great Northern Railway. The questions and their replies (received on 28th July) are set out in full below.
1. What happens if the Ticket Vending Machines (TVMs) are not working and a passenger is unable to buy a ticket prior to boarding a train?
A: As today, if a ticket machine is not working then customers will be able to board a service and purchase a ticket at their destination.
2. Will extra TVMs be provided at either station?
A: No, this is not part of the current proposals.
3. Will the location of the TVMs be changed at either station? An additional TVM for the N/B platform at Arlesey? The current location of the TVMs can obstruct the public from walking across the bridge.
A: We would be open to looking at the best locations for TVMs at stations following consultation feedback. We previously moved one TVM from the platform to the front of the station at the request of the Rail User Group.
4. What will the ticket offices be re-purposed for?
A: Possible options could include using the space for commercial, community or social use. Staff will also continue to need space for rest breaks and toilet facilities etc. This will depend on the station and no decisions have been made.
5. How will I know I am getting the best-value ticket? For example, the ‘super off-peak’ ticket is not on the top page of the TVM display.
A: Our ticket machines are set up to show the lowest cost National Rail through fare based on the information a customer puts in.
6. What welfare facilities will there be for platform staff and will there be a place of safety for staff who are lone working?
A: Staff will continue to need space for rest breaks and places of safety, so this would continue to be provided.
7. Can cash be used in the TVMs?
A: Yes, both Arlesey and Biggleswade have cash TVMs
8. How will problems with tickets purchased via ‘Trainline’ be resolved? Currently, these are resolved by ticket office staff via a downloaded NCode exchange letter from Trainline.
A: Trainline will be able to advise their customers on what they will need to do.
9. As the proposals are to close the ticket office, will there be additional sheltered waiting areas installed?
A: We do not have any plans for additional waiting shelters under these proposals, but existing waiting rooms and shelters will remain available to passengers.
10. Other Train Operating Companies (Southeastern for example) have published their Equality Impact Assessments for each individual station. Why hasn’t GTR?
A: Initial versions of Equality Impact Assessments for each individual station have been completed and shared with the Department for Transport, Transport Focus and London TravelWatch as part of the consultation process. These are however live documents, so are continuously being refined based on consultation input.
11. Can GTR guarantee that there will not be a reduction in the total current combined headcount of ticket office/platform staff?
A: As part of these proposals, there may be some potential for redundancies for a certain number of staff across the network, especially as not all staff may be interested in the proposed new roles. We cannot pre-empt the outcome of consultation but will be consulting with the trade unions on avoiding job losses.
12. Will the current platform staff presence outside of ticket office opening times be maintained? For example the platform staff present at Arlesey and Biggleswade between 16.00 and 20.00 Monday to Friday.
A: It will vary by location and in part depends on the type of staff and why they are at a location. Schedule 17 should not be confused with station staffing, as while there is a link with single member of staff locations, most stations such as Biggleswade are already staffed far in excess of Schedule 17 hours such as for accessibility, dispatch, or revenue / security as examples.
Platform staff are not involved in retail, so no change at Biggleswade for example. As a rough rule of thumb for a network-wide view, where a station only has a ticket office, the proposed ticketing assistance hours match. Where a station has a ticket office and a gateline, the hours match the gateline as these exceed ticket office hours. Medium size or large stations often have other forms of staff such as platform staff, or dedicated accessibility staff whose hours will normally exceed both – they are not proposed to become involved in retail however, so do not feature.
13. Will there be a core location point for the assistance staff so that passengers will know where to go for help? Or will passengers, including disabled passengers have to go looking around the station for them? How do you expect this will impact passengers with disabilities?
A: We understand how important meeting points are as a consistent static point for customers to seek assistance and will be reviewing their locations as part of the proposals to establish a new policy for our station meeting points. This will also give us the opportunity to make sure they are in the best place for customers who need assistance (ie. easy to find and in an accessible location) and work with industry partners on a consistent approach across the country.. We will continue to provide support in line with our Accessible Travel Policy.
14. Will your changes restrict the ability of disabled passengers to ‘Turn Up and Go’ (TUAG) rather than book assistance in advance?
A: We will continue to provide support in line with our Accessible Travel Policy, for example turn up and go support such as ramp access for disabled customers.
15. Will it be possible to purchase and load a Smartcard for immediate use from ticket machines?
A: Ticket machines are not able to issue new smart cards, but customers will be able to purchase and load tickets onto smart cards at the ticket machines.
16. Where will the nearest retained ticket office be located?
A: Additional retailing facilities are proposed to be available at Peterborough, Huntingdon, Stevenage, Welwyn Garden City, Cambridge, Finsbury Park, St Pancras and King’s Cross.
17. If I have to travel to an open ticket office to purchase a ticket that is not available from a TVM will I have to buy a ticket to travel to this location? How will I be reimbursed?
A: Yes, you will need a valid ticket for your journey. This will be refunded by the staff at the station.
18. What plans are there to improve the reliability of the TVMs?
A: The role of the station teams will continue to include maintenance of the TVMs to mitigate against them going out of service, plus fault reporting for any issues that they are not able to fix through established finger-tip maintenance processes. We will also continue to monitor TVM availability remotely and investigate any issues, as per current procedures and to ensure any repairs are carried out as quickly as possible.
19. When will an e-ticket option to Finsbury Park be available?
A: We are working on this with Transport for London as it is their station, they are looking into options to support the acceptance of eTickets at their stations.
20. How will passengers purchase split tickets?
A: Split ticketing options will remain available as today online or manually via machines.
21. When will a day return with London Underground Zone 1 only be available to purchase from a TVM? This is currently only available from a ticket office.
A: They are already available to purchase Online and we looking at options to make more products available via the ticket machines.
22. How will a passenger purchase a ticket via a Warrant or travel Voucher?
A: You will be able to use a Warrant or Voucher at a station with additional ticketing facilities. This is also being examined at an industry-wide level
23. How will passengers exchange delay repay/enhanced delay repay tickets?
A: If you mean a Delay Repay Voucher, you will be able to use one at a larger station with additional ticket facilities. This is also being examined at an industry-wide level
24. What are the estimated cost savings of these proposals? At a station by station and total level.
A: While we clearly need to ensure the railway is efficient and sustainable for the long term, we cannot pre-empt the result of the public and employee consultations.
25. How will passengers purchase cheaper advance tickets?
A: They will be available to purchase Online or at a larger station. This is also being examined at an industry-wide level
26. How will passengers apply for ticket refunds? How much longer will this process take?
A: Passengers will be able to get refunds Online and by post via our Customer Services team as today, or at a larger station with additional facilities.
27. What options will be available for passengers wishing to purchase a railcard who can’t buy one online?
A: They will be available at a larger station, with some already being available by post.
28. How will ‘Priv’ tickets be purchased?
A: They are already available to purchase online, and will be available at a larger station with additional facilities.
29. Currently £2 child fares can be purchased at a later time than the adult ticket was purchased. With TVMs, these will need to be purchased at the same time. How will GTR resolve this?
A: They will continue to remain available at a larger station with additional facilities, and we are currently looking at options to make more products available online or via ticket machines.
Julian Vaughan
1st August 2023
Further reading and links to have your say below:
Train station ticket office consultation
Homepage
Rail Delivery Group: Customer Focused Stations July 2023 https://www.raildeliverygroup.com/uk-rail-industry/customer-focused-reform/customer-focused-stations.html?
I also recommend following the Association of British Commuters who do excellent campaign work for justice and equality in public transport.
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