Question to the Department for Transport:

To ask the Secretary of State for Transport, what assessment he has made of the potential impact of plans modernise customer service across the rail network announced by the Rail Delivery Group on 5 July 2023 on future train use by (a) existing passengers and (b) potential customers.

These reforms will bring our stations in tune with what customers expect from other, modern and responsive services, including supermarkets and banks, where customer assistants help with information, support and making digital transactions on the shop floor.

Together with industry we want to improve and modernise the passenger experience and moving staff out from behind the glass of ticket offices and into more visible and accessible roles around stations is a central part of this.

This is an industry-led process. The outcomes of the consultations will not be known until the Ticketing and Settlement Agreement process has been concluded.