Transport User Voice October 2023 – Ticket office consultation

02 October 2023

More than half a million responses

With more than half a million responses, the consultation on proposed changes to ticket offices closed on Friday 1 September. The process ran between 5 July and 1 September 2023, following an extension by train operators in July.

Transport Focus and London TravelWatch are now analysing the 680,000 responses received. The consultation on train operator proposals to close the majority of ticket offices in England has seen one of the largest responses seen by the watchdogs.

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.

Transport Focus staff are reviewing the public responses and the train company proposals to assess whether or not they will improve the quality of service for passengers. Transport Focus has published the criteria it is using to assess train proposals and inform its decision.

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.


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