Ticket offices in stations across Stockport to close under new proposals

Staffed ticket offices across Stockport have been earmarked for closure under new proposals to reform train ticket retail across the network.

Since ticket retailing was last reformed in 1995, ticket offices accounted for 82% of all ticket sales; with the rise on online ticket sales and ticket vending machines (TVMs), this figure has now fallen to just 12%. Plans being put to a public consultation will see ticket office staff redeployed into more wide-reaching ‘customer help’ roles on platforms and concourses to offer advice on fares, journey planning and to support customers with additional accessibility needs.

In Stockport, Avanti West Coast, which operates Stockport Railway Station, has announced that the ticket office there would be among those set for closure, with Northern, which operates smaller stations throughout the borough, also proposing closing almost all manned ticket offices. Across Greater Manchester alone, 50 stations are set to lose their ticket offices under the proposals, with Manchester Airport and Manchester Victoria stations among the few set to remain open.

Jacqueline Starr, Rail Delivery Group chief executive, said:

“The ways our customers buy tickets has changed and it’s time for the railway to change with them. With just 12% of tickets being sold from ticket offices last year, and 99% of those transactions being available on TVMs or online, our proposals would mean more staff on hand on to give face to face help with a much wider range of support, from journey planning, to finding the right ticket and helping those with accessibility needs.

“Our commitment is that we will always treat our staff, who are hugely valued and integral to the experience our customers have on the railway, fairly, with support and extra training to move into new more engaging roles. We also understand that our customers have differing needs, which is why the industry widely sought the views of accessibility and passenger groups when creating these proposals, and will continue to through the consultation. We encourage those who wish to take part to go to their local train company website or visit Transport Focus or London Travelwatch.”

Stations without ticket offices already make up 43% of those operating across the UK, with a further 40% being staffed part-time. However, many in the North have criticised the far-reaching cuts to ticket office provision, with major hubs such as Manchester Piccadilly and the West Coast Mainline’s London terminus at Euston losing their manned ticket offices.

Responding to the announcement a spokesperson for Transport for the North 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.

“We are concerned that the focus on ticket office staffing in isolation of wider investment (for example pay as you go ticketing) could lead to disadvantaging certain passengers and communities. We will be working with our partners on a robust response to the consultation using local evidence and knowledge.

“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.”

Greater Manchester Mayor, Andy Burnham, has also hit out at the plans. In an interview with BBC Radio Manchester’s Mike Sweeney, he questioned the legality of the proposals, arguing that rail operating companies had failed to properly conduct provisional equality impact assessments on the planned ticket office closures, particularly with regard to disabled passengers. He also confirmed he would write to the Transport Secretary asking for the 21-day consultation on plans to be halted.