Ticket office consultation closes with over half a million responses received

04 September 2023

The consultation on proposed changes to ticket offices has now closed with watchdogs Transport Focus and London TravelWatch having received more than 680,000 responses.

The consultation on train operator proposals to close the majority of ticket offices in England ended on Friday 1 September.

In the consultation responses from the public and stakeholders, concerns were raised around accessibility, safety and security, issues with ticket machines and how stations will be staffed in future.

Over the coming weeks, the watchdogs will continue to analyse the train operator proposals and public consultation responses before responding to train operators by 31 October.

Transport Focus and London TravelWatch will publish the response to each train company’s proposals online with an overview of the number of responses received, and the main issues raised in the consultation.

If the watchdogs object, the train company can refer its proposal to the Secretary of State for a final decision. The Department for Transport has published guidance which sets out the approach the Secretary of State will take if this happens.

Anthony Smith, chief executive of the independent watchdog Transport Focus, said:

“I am grateful to all who have taken the time to contribute to the consultation and their views will form a vital part of the process as we move towards our response.

“With more than half a million responses received, we’ll review them and the train company proposals to assess whether or not they will improve the quality of service for passengers according to our criteria.”

Notes to editor

The consultation ran between 5 July and 1 September 2023, following an extension by train operators in July.

Transport Focus has published the criteria it is using to assess train proposals and inform its decision.

For further information please contact the press office on 0300 123 2170