Transport User Voice August 2023 – Rail ticket office consultation

20 July 2023

Have your say

Transport Focus wants to hear your views on the proposed closure of ticket offices in England.

The consultation has already heard from more than 100,000 passengers with one week left to have your say before the deadline on 26 July.

Train operators are required to consult Transport Focus and London TravelWatch and provide passengers with the opportunity to comment on the changes they are proposing to make at stations.

Transport Focus will look into whether the changes will impact the ability to buy a ticket or other rail products, the level of staff presence at stations and operators’ ability to deliver services for disabled passengers.

Transport Focus chief executive Anthony Smith, said:

“It’s important for people to have their say. We urge passengers to look at the proposals and tell us what the ticket office changes might mean for them.

“We’ve had a huge response to the consultation so far, with 100,000 responses received already and one week still to go for people to make their voices heard.

What happens next?

Transport Focus will scrutinise the train company proposals in detail against a set of criteria.

We will look at factors such as whether the station will continue to be staffed, accessibility, alternative options for buying tickets and whether passengers will still be able to access station facilities like lifts, waiting rooms and toilets.

We will publish our response to each train company’s proposal on our website, the number of responses we have received, and the main issues raised in the consultation.

How to get in touch

Passengers with comments about any of the changes, should get in touch by Wednesday 26 July. For ticket offices in and around London, passengers should contact London TravelWatch.

More information on how to respond to the consultation:


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