Question to the Department for Transport:

To ask the Secretary of State for Transport, whether her Department will make an assessment of the impact of (a) unfilled station staff vacancies and (b) use of fixed-term contracts at Avanti West Coast-managed railway stations on (i) trends in the length of delays at ticket offices and (ii) trends in the number of unscheduled closures of ticket offices.

The Department expects all train operating companies to use reasonable endeavours to meet their obligations for regulated staffed ticket office opening hours under Schedule 17 of the Ticketing and Settlement Agreement. As such, we regularly review ticket office opening hours compliance and the causes of any negative trends, including staff vacancies.

Train operating companies are also required to achieve challenging customer experience targets across a range of measures, including ticket offices being open at advertised times. These standards are regularly and independently inspected via the Service Quality Regime and there are accountability and financial consequences for failure.