Press releases

Passenger Focus welcomes decision to save ticket offices

13.01.2009

Passenger Focus has welcomed the Department for Transport’s (DfT) decision to reject many of South West Train’s (SWT) revised ticket office opening hours.

After lobbying from Passenger Focus and London TravelWatch, the Government has told SWT it can only reduce ticket office opening hours where it has less than 12 sales an hour. In instances where understaffing had reduced ticket sales to date, the DfT has rejected proposals to reduce opening hours further.  

The national rail watchdog received thousands of objections from passengers to SWT plans to slash its ticket office opening hours prompting Passenger Focus to oppose the move.

Passenger Focus said it now had to look at the DfT’s decision in detail to see the extent of cuts allowed. However, Passenger Focus’s initial analysis shows that the DfT has significantly reduced the number of offices that SWT can close completely over the weekend.  

Anthony Smith, Passenger Focus chief executive said: “This is a victory for the thousands of passengers who stood up and told the Government they didn’t want to lose their ticket office staff. The Government has listened to passengers’ concerns and has saved those ticket offices which are currently well used. The DfT has supported our call that train companies can’t get away with blanket closures as passengers tell us they need staff for security, journey advice and ticket sales.”

Jocelyn Pearson, Passenger Focus manager covering SWT, agreed some passengers would still lose out under the DfT approved plans. “There will still be cuts across the SWT network and there will be ticket offices which will remain closed all weekend. However, the Government has backed our request for help points to be made available for passengers to obtain accurate journey and ticket advice when ticket offices are shut. We will push the train company to make sure passengers are put through to a staff member who can give accurate journey and fare advice.”

The passenger watchdog also welcomed the DfT’s call for SWT to review its penalty fares scheme where ticket office hours are being changed.

Notes to editors
1. Passenger Focus’s response to South West Trains' proposals to reduce ticket office opening hours can be downloaded by following the link below:
Response to South West Trains’ proposals to reduce ticket office opening hours

2. Between 14 July and 5 August 2008, Passenger Focus received over 3100 postcards and 360 letters and emails representing all stations affected. The RMT and TSSA trade unions also submitted a petition containing over 3200 signatures.

3. Passenger Focus is the official, independent consumer organisation representing the interests of rail users nationally. Created by the Railways Act 2005, Passenger Focus is the operating name of the Rail Passengers Council. It is a non-departmental public body sponsored by the Department for Transport. We want to make a difference for rail passengers. We do this by:
- providing authoritative advice for the industry based on sound research
- securing improvements to rail services – both big and small-scale improvements
- helping passengers with advice and information
- campaigning for change and acting on passenger complaints

4. Media enquiries regarding this release should be addressed to:
Krista Hamblin
Press officer
0370 336 6021/07918 626 045
krista.hamblin@passengerfocus.org.uk