Rail Ticket Offices

Lindsay Hoyle Excerpts

Thursday 6th July 2023 Commons Chamber

[Mr Speaker]

I call the Chair of the Select Committee.

[Iain Stewart (Milton Keynes South) (Con)]

The Transport Committee is conducting an inquiry into accessible transport. We have received alarming evidence that the quality and range of assistance to vulnerable passengers has declined markedly since the pandemic. If the redeployment of staff is to be meaningful, it is essential that the new roles and training are designed with the support of campaign groups for vulnerable people. Will my hon. Friend assure me that that will happen?

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[Huw Merriman]

There are 979 regulated, operated stations, but 43% of all stations currently do not have any ticket office facility at all, and people are still able to use those stations to access trains. Ninety-nine per cent of transactions can be completed either online or via a machine. In the event that a machine is not working and there are no staff—a lot of stations, like my own, are staffed for only half the day—a ticket to ride can be acquired and then a ticket can be purchased at the end of a journey. Again, these processes are already in place for those stations with no ticket office. We have those blocks to build on.

[Mr Speaker]

I do not think the Minister should plug The Beatles in that way.

[Jack Brereton (Stoke-on-Trent South) (Con)]

Many people using stations such as Stoke-on-Trent station are infrequent travellers, and many are vulnerable or elderly and need support to buy a ticket. Can the Minister assure me that there will always be someone at Stoke-on-Trent station to provide a paper ticket to those without digital skills?

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[Caroline Ansell (Eastbourne) (Con)]

First, I absolutely understand and respect what my hon. Friend and next-door neighbour is looking to achieve through these innovations, but he will not be surprised that I have already had a deluge of concerned constituents get in touch who are feeling that they are being designed out and are set to be disenfranchised. This follows hard on the change to car parking at the station, which now requires a specific app.

I have already had assurance from Southern that there will be assistance for passengers at Eastbourne from the first train to the last train. Under the proposed changes, there are longer ticket assistance hours than ticket office hours, so at face value this may represent an improvement and an extension of support. However, I can only imagine the complex and quite convoluted conversations at ticket machines that will have to take place about journey planning, and the long line of other passengers waiting to access a service with which they are super-fluent. The consultation is for 21 days, which is a very short period of time. I intend to make a significant contribution to that on behalf of the very many people who will not know how or will not feel empowered to do so. Will the Minister encourage operators to accept that?

[Mr Speaker]

Order. Can I just say that it might be worth putting in for an Adjournment debate? The question must be shorter.

[Huw Merriman]

I can give my hon. Friend and neighbour that assurance. Again, I would encourage hon. Members to look at the train operators in their area to see what the plans would mean. A number of train operators have decided to take a number of people from behind the glass counters, who are all working the same hours, and flex their hours—they have the ability to do so—which means there will be wider coverage over the day. One plan I was particularly interested to see was with late-night coverage where there is no such coverage at the moment; these changes will actually provide that coverage. It is coverage not just to sell a ticket on the platform and provide help and guidance, but to provide safety reassurance, an information point and the greeting that people want if they are to be able to use their railway. That is why I am a passionate advocate of these changes, and I believe they will make for a better experience for the passenger over a longer period of the day.

[Huw Merriman]

I will look back on our notes from that meeting and work out what was said. The train operators have put forward these proposals because they are required to look at their coverage and at how they need to adapt and modernise to give a better passenger experience. I have of course had discussions with them, and one of the examples that I have given over the course of the past three quarters of an hour is that of ensuring that more ticket options are put online and on to machines. I also made sure that my first discussions were with accessibility groups, because I wanted them to be able to give me their views. Yes, I have been involved in the process, and I will look back at the minutes from our meeting in December, assess what was said and write back to her.

[Mr Speaker]

Let us go to the centre of the railways: Strangford.

[Jim Shannon (Strangford) (DUP)]

Strangford is the centre of the world, Mr Speaker.

Is the Minister aware that not everyone is completely computer literate or has access to a printer? For example, my 92-year-old mother has the capacity to go to the train station for a day trip, but she absolutely cannot go online because she is a cash person. Where in this decision is the consideration of people such as my mother and others of that generation? Surely customer care and satisfaction has to be key to any decision.