Public consultation closed

How long does the public consultation run for?

It began on Wednesday 5 July and ends on Friday 1 September 2023.

How do I give my feedback?

By emailing or writing to Transport Focus or London TravelWatch. Which one you contact depends on your local station. Details on how to contact the watchdog for your station are available here.

I want to post my comments. Is 1 September the last day I can post or last day for comments to be received?

Comments, either by post or email, must be received by Transport Focus or London TravelWatch by Friday 1 September to be considered.

Can I tell my train operator what I think?

As the consultation is being carried out by Transport Focus and London TravelWatch, unfortunately any comments sent directly to train operators will not be considered. You must contact the appropriate watchdog directly.

I need a printed copy due to accessibility needs or because I do not have internet access. How do I get one?

All information on our website is accessible, for example it is compatible with screen readers and a range of alternative formats such as audio or videos with British Sign Language are also available. You can ask for a printed copy, including a large print copy, of the consultation information at staffed stations. If you require an alternative format, then please call 0345 026 4700 or textphone 0800 138 1018.

Does this consultation only cover stations that are staffed today (ie not unstaffed stations)?

Yes, it only looks at stations that have ticket offices.

Should I take part in the consultation?

We would strongly encourage you to have your say and feedback. No final decisions have been made.

Does the consultation apply to all GTR ticket offices?

Yes, it applies to all stations which currently have staffed ticket offices.

Will station opening hours be the same?

Yes they will but hours where ticketing assistance would be available may change (see below).

Will staff be available in the same hours as the ticket office used to be open?

No station that is staffed today will become unstaffed. However, staffing availability will be based on analysis we have carried out in terms of passenger demand. For a comparison of current and proposed station hours when ticketing assistance would be available, please view the public consultation document in either PDF or Excel form.

Station information PDF

Station information Excel

Station information Word

Station opening hours will remain the same and we would continue to provide assistance in line with our Accessible Travel Policy commitments, for example turn up and go support such as ramp access for disabled customers.

What does ‘current and proposed hours when ticketing assistance would be available’ mean in your station-by-station information?

‘Current hours’ show when the ticket office is staffed at present. ‘Proposed ticketing assistance hours’ shows when staff would be available in the main station area to help with ticket purchase and queries.

Will access to station facilities such as toilets remain the same?

We are keeping this under review depending on the outcome of the consultation. At present, facilities such as toilets are open when the station is staffed.

Will train services change as a result of the consultation?

No they won’t.

Is this a GTR consultation?

Transport Focus and London TravelWatch are carrying out similar local public consultations for train operators across the country to move staff into main station areas and close ticket offices.

Do you have enough ticket machines?

GTR stations are already very well set up with ticket machines at every station and the ability to easily purchase tickets, without booking fees, on our websites and apps. All of our stations with gatelines also have barcode readers for e-tickets. Additionally, many station colleagues across Thameslink and Great Northern stations have handheld devices to help with ticket purchase.

The reality is most tickets are now purchased online or on our ticket machines, in fact 9 out of 10 tickets sold are bought away from the traditional ticket offices.

It’s also important to note that under the proposals, at stations that are staffed today, staff would still be on hand to help customers buy tickets using the machines and advise on the best value fares for their journey.

Will I still be able to buy a physical ticket at stations?

Yes.

Will I still be able to use cash?

Yes, our ticket machines accept cash. There are two exceptions: Brookmans Park which is currently card only due to vandalism and Essex Road which does not have a ticket machine. Brent Cross West, which is under construction is expected to be card only.

Will you be able to sell all ticket types online and from your ticket machines?

97% of ticket types, including the most commonly bought ones by far, can be purchased either online or on our ticket machines.

What about tickets that cannot be bought online or on ticket machines?

This applies to a very small number of tickets – less than 3% for GTR. The intention is that these will be available to purchase online in the future but in the interim customers would be able to buy them in person from selected larger stations during staffed hours.

These stations are proposed to be:

View the station map

GTR managed:

• 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
• Worthing

Managed by other operators, but on the GTR network:

• Ashford International (SE)
• Bromley South (SE)
• Cambridge (GA)
• Clapham Junction (SWR)
• Dartford (SE)
• Fareham (SWR)
• Hastings (SE)
• Havant (SWR)
• London Bridge (SE)
• Peterborough (LNER)
• Portsmouth & Southsea (SWR)
• Rochester (SE)
• Southampton Central (SWR)
• St Pancras International (EMR)
• Tonbridge (SE)
• Watford Junction (LNER)
• Wimbledon (SWR)

How will passengers get the cheapest tickets if they’re buying online or from a ticket machine?

Our online sales and ticket machines are set up to show the lowest cost fare based on the information a customer puts in. Additionally, we have a season ticket calculator for customers online.

Staff will also be on hand to offer advice and guidance on buying the best value fares, if need be, particularly from our ticket machines.

What about people who are not confident in using technology such as websites or ticket machines or can’t for accessibility reasons or have no access to a computer, smartphone or the internet?

The vast majority of tickets are now sold online or from ticket machines – in fact 9 in 10 tickets are now purchased outside traditional ticket offices. However, we understand this could be a big change for people who are less confident or don’t have internet access.

Staff will still be on hand – just on the station concourse, rather than in the ticket office – to help support customers to buy, or even learn to use, ticket machines or make a purchase online.

Will I still be able to get my railcard(s) and buy tickets with my discounts?

Yes, and many of these are already available online, with some also available to buy via post or phone. For any that are not online, the intention is that they will still be available to purchase in person from some of our larger stations on request in the short term before being moved online.

How were the proposed larger stations selected?

This was based on size and geography on the network, focused especially on stations that act as interchanges.

What will the ticket office spaces be used for?

If the proposed changes go ahead, ticket offices may be used as community, retail, staff or office areas in the future.

What would these proposals mean for disabled people who use the railway?

Welcoming everyone onto our railway, with the support they need, remains a top priority for us. No stations that are staffed today would become unstaffed and we would continue to provide assistance in line with our Accessible Travel Policy commitments.

How would staff support disabled customers if these changes happen?

The proposal is to move staff out from behind ticket office windows into the station.

The aspiration is that colleagues would move to roles that cover a broader range of customer needs in the future – from travel and fares advice to accessibility assistance – following engagement with both colleagues and the unions.

Staffing hours may change though – what happens then?

We would continue to provide assistance in line with our Accessible Travel Policy commitments, for example turn up and go support such as ramp access for disabled customers. No station that is staffed today would become unstaffed.

Have you assessed the accessibility impacts of these proposals?

Yes, we have carried out a full Equality Impact Assessment for each individual station and we would continue to provide assistance in line with our Accessible Travel Policy commitments. A downloadable version of an overarching Equality Impact Assessment is available above.

If the proposals are taken forward, there will be some minor changes at each station. For example, for customers using booked assistance, each station has an identified meeting point. In some locations this is the ticket office. This will need to change and be updated, such as meeting by the ticket vending machines instead. As a result, we have assessed all our stations to identify elements such as this. This is a live process and will be updated again depending on how the consultation proceeds.

Will stations remain safe?

No stations that are staffed today would become unstaffed. By moving staff out from ticket office windows into the main station, they will continue to provide a presence to help deter anti-social behaviour, with robust support from our team of rail enforcement officers and the British Transport Police. Safety for both customers and staff remains an absolute priority.

What is happening for ticket office colleagues?

Alongside the public consultation, which is being run by Transport Focus and London TravelWatch, train operators will consult with union representatives of potentially affected station colleagues. Our people are incredibly important to us and we’ll be keeping them informed and supporting them throughout this period.