Update on ticket office proposals

Many of you will have seen the news following Transport Focus and London TravelWatch’s response to the ticket office consultation, published this morning and I wanted to ensure you have the correct information as I know there are some very strong views about the proposals.

Over the summer a local public consultation was run with Transport Focus and London TravelWatch on proposals about how tickets are sold on the railway and customer service.

Many of you took part in that consultation and we would like to thank you for making your feedback available to us and the passenger bodies to support their work and we know it has been immensely valuable.

Today, Transport Focus and London TravelWatch have updated us they are supportive of the principle of redeploying staff from ticket offices to improve the overall offer for customers.

However, they have also made clear that they are not able to approve these changes as there is feedback related to the railway as a whole which has not been completely addressed.

We always made clear that this was a genuine consultation and as a result, following the process of the Ticketing and Settlement Agreement, all proposals have been withdrawn and will not be introduced.

The consultation did, however, raise interesting ideas on related issues, such as expanding the types of products that can be sold at ticket machines. Where possible, with the wider industry we will look to introduce ideas such as this.


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