Today the independent passenger watchdogs Transport Focus and London TravelWatch have launched public consultations on behalf of Govia Thameslink Railway (GTR) and other rail operators regarding proposes changes to railway stations.
They are inviting feedback on proposals to move ticket office staff from behind traditional ticket offices windows, which would close, onto station concourses. The consultation runs from 5 July 2023 until 26 July 2023.
The idea is that station staff would move to roles that cover a broader range of customer needs in the future – from travel and fares advice to accessibility assistance.
In-person assistance would still be available to help customers use machines and advise on the best value-for-money fares.
The proposed changes reflect that the way customers buy tickets has changed significantly in recent years, with a reduction in ticket office use. In fact, 9 out of 10 tickets are now purchased outside of traditional ticket offices, be it online or through digital via smart devices or contactless, with ticket machines also able to sell the vast majority of ticket types.
No stations that have staff today would become unstaffed, and station opening hours would remain the same. However, the hours when ticketing assistance would be available might change.
Below are the current ticket office hours for stations in the Mid Sussex constituency, and the proposed ticket assistance hours.
East Grinstead station
Current ticket office hours: Weekdays 05.55-20.15, Saturdays 06.20-20.25, Sundays 07.45-16.00
Proposed ticket assistance hours: Weekdays 06.00-20.00, Saturdays 06.00-20.00, Sundays 06.00-20.00
Haywards Heath station
Current ticket office hours: Weekdays 05.55-20.45, Saturdays 05.55-20.45, Sundays 07.10-21.15
Proposed ticket assistance hours: Weekdays 06.00-23.30, Saturdays 06.00-23.30, Sundays 06.00-23.00
Burgess Hill station
Current ticket office hours: Weekdays 06.10-19.35, Saturdays 06.40-20.05, Sundays 09.00-16.35
Proposed ticket assistance hours: Weekdays 05.15-01.15, Saturdays 05.15-01.15, Sundays 05.50-01.10
Wivelsfield station
Current ticket office hours: Weekdays 06.10-19.33, Saturdays 06.10-19.35, Sundays 09.10-16.45
Proposed ticket assistance hours: Weekdays 06.10-19.35, Saturdays 06.10-19.35, Sundays 09.10-16.45
For a full comparison of all current and proposed hours when ticketing would be available, please view the station by station consultation document here: Station Ticket Assistance Hours Information (3).pdf
The proposals include the option for some larger stations to provide additional retailing assistance. The GTR stations suggested for this revised format are: Bedford, Brighton, Chichester, Eastbourne, East Croydon, Finsbury Park, Haywards Heath, Horsham, Huntingdon, King’s Lynn, London Blackfriars, London Victoria, Luton Airport Parkway, St Albans City, Stevenage, Sutton, Welwyn Garden City and Worthing.
You can have your say by on the proposed changes at your station using the consultation response form here: Ticket office closures - Transport Focus or by emailing ticketoffice.GTR@transportfocus.org.uk if your station is covered by GTR.