Following acceptance at conference a letter was sent to the Secretary of State for Transport as follows:
One of our clubs within our association was approached in March 2023 by the National Federation of the Blind, and was asked to sign their petition on the importance of staffed ticket offices at railway stations, and guards on trains. The said petition as we understood it, was to be handed it to the Government later that month.
The club felt this was such as important issue they raised it at our national conference, where all present agreed we must also write to Government to intervene, with the decisions and cost cutting being made with closing ticket offices all across the country.
Such closures affect many people, not just those with physical or mental disabilities, but also elderly people, and those that prefer face to face help, especially if they are not regular commuters.
The petition itself stated how difficult it was for blind people to obtain tickets from machines, or to board the train safely. Not everyone has a smart phone, or wants to get it out their bag for fear of it being stolen or snatched. Some train operators’ say you can request assistance if booked in advance, but this message does not always get through, and what if someone’s journey isn’t planned days in advance, something might have come up last minute.
Without station staff help, it can make a journey very stressful or even unsafe. Imagine being deaf at a large station if you cannot hear the latest announcements, or find the appropriate screen to check. Imagine being blind and travelling alone, if a fellow passenger offers to help you, but there’s no manned ticket office or station assistant for them to guide you too.
The whole ‘no staff to ask’ situation could leave older adults and vulnerable people scared to travel, and use what is considered a relatively green and efficient form of transport. Therefore becoming isolated and feeling their needs are not important.
There has been much reported on the media, and strikes taken place by the RMT over ticket office closures and railway safety. Some rail operators saying they will amend job positions and only mann stations by demand, or only open shorter hours. However this is very much hit and miss.
With climate change being such an important issue, and public transport to be encouraged to reduce car journeys etc., surely making rail travel as appealing and accessible to all should be a priority.
Reply received from: Correspondence Team Rail Passenger Services Directorate Dept. of Transport
We understand the importance of this matter to you.
In relation to ticket offices, as you may be aware, the industry-led consultation on ticket offices has ended. Transport Ministers had maintained that no currently staffed station should be unstaffed as a result of any changes. They were also clear this must be an open and genuine consultation process, and that any changes must deliver the highest quality of service for all users of the railway.
The proposals that have resulted from this process do not meet the high thresholds set by Ministers, and so the Government asked train operators to withdraw their proposals, and for no ticket offices to close. The Government will continue to invest in improving the passenger experience at railway stations.
We have committed £20million to extend Pay As-You-Go (PAYG) ticketing to a further 53 stations in the South East by the end of the year. The Government is also continuing its work to agree PAYG pilots in Greater Manchester and the West Midlands as part of Trailblazer devolution deals announced earlier this year.
Turning to your concerns regarding the potential absence of guards on trains, the Government is committed to reforming outdated working practices and improving the operational and financial sustainability of the sector. It is a matter for the Train Operating Companies (TOCs), as employer, to consider where roles such as that of the guard can be more adaptable and flexible in future. As the industry takes forward those reforms, staff will continue to be able to deliver assistance for passengers and those with additional needs. Safety remains a top priority for all parties.
For example, train and station operators are required by their operating licences to establish and comply with an Accessible Travel Policy (ATP) which must be approved by the Office of Rail and Road. An ATP sets out, amongst other things, the arrangements and assistance that an operator will provide to protect the interests of disabled people using its services and to facilitate such use. As a result, the passenger assist scheme is in place to help disabled passengers and those with additional needs to use the rail network with confidence and in safety.
Since April 2022, passengers have been able to pre-book their assistance up to two hours in advance of their journey, at any time of the day. This ensures that reasonable adjustments and special assistance can be provided at a wider range of times, with minimal planning ahead required. This has been enabled by DfT ensuring that a call centre is available 24/7 so that passengers have the flexibility in booking assistance from the first to the last service and the introduction of the Passenger Assist App since May 2021. Under the ATP, TOCs are required to provide un-booked assistance, though this may take longer to be delivered than if it were pre-booked.
In conclusion, please be assured that the Department takes the well-being of passengers travelling on the UK’s transport network very seriously.
DfT and the British Transport Police (BTP) are committed to reducing crime, anti social behavior and the fear of crime aimed at passengers and rail staff wherever it occurs in the transport system. Passengers can report incidents directly and discreetly to the BTP by sending a text message to 61016 or by calling 0800 40 50 40 if they are able to. The texts are monitored 24/7, 365 days a year, and the service is well used.
During 2022/23, 170,000 messages were received.
In 2022, the force received texts relating to 472 reports of sexual harassment, 540 incidents involving a sexual offence, 573 hate crimes and 434 reports of theft.
Passengers can also download BTP’s “Railway Guardian” app where they can report crimes or concerns on the rail network, share journeys with trusted contacts, and get access to relevant information and services.
Thank you once again for your correspondence.
We hope this reply is helpful.
