Transport User Voice – October 2021 – Proposed changes to LNER ticket office hours

28 September 2021

We asked for your feedback

LNER has proposed changing the opening hours at 13 of its ticket offices. It had carried out a review on how much its ticket offices were used so that the suggested changes took passengers’ needs into account.

Under the National Rail Ticketing and Settlement Agreement passengers with comments on the proposals had to contact Transport Focus with their feedback.

LNER posted notices at the ticket offices affected letting passengers know that they should provide comments. We also had a designated page on our website for this purpose.

This consultation period ended on Monday 20 September and we received 170 comments. We will be giving LNER a response on the changes using this insight from passengers.


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