In 1963, during a period of cost-cutting measures on railway branch lines across the country, the renowned songwriters Flanders and Swann expressed their sorrow in verse: “No one departs, no one arrives / From Selby to Goole, from St Erth to St Ives / They’ve all passed out of our lives.”
Fast forward sixty years, and we now face the potential of a similar ruthless elimination of ticket offices at almost every train station in England. Train companies have recently announced plans to phase out hundreds of ticket offices within the next three years, reminiscent of the mass line closures imposed by Dr Richard Beeching in the 1960s. The proposed public consultation period for this plan, a mere 21 days, is woefully short and set to end in less than two weeks. After this perfunctory gesture to address public concerns, the majority of the country’s 1,007 remaining ticket offices are expected to be shut down.
This is a process that needs to be halted. Train operators, under pressure from a government that prioritizes cost over value, present these closures as a necessary modernization initiative. It is true that most train tickets are now sold digitally or through vending machines at stations. However, the notion that ticket office staff will be freed up to take on “new and engaging” platform roles is simply a facade. The ultimate goal is clear: save money by drastically reducing the number of personnel required to operate a functioning station.
The repercussions of this approach are numerous. Passengers in need of expert assistance and guidance during their journey or before departure will be left with no support. Disabled individuals who rely on assistance and require a supportive travel environment will receive a significantly inferior service. Women returning home in the dark will feel less secure, and the elderly, along with those less digitally savvy or excluded from the digital realm, will encounter greater difficulties and be deterred from using rail travel. At the very least, a comprehensive equality impact assessment should be conducted before any closures are implemented.
More broadly, at a time when the government should be exploring ways to incentivize public transport usage instead of relying on cars, these plans demonstrate a complete lack of imagination. “Modernization” should not equate to closures and cuts justified by digital determinism. Other countries, such as Switzerland, have successfully collaborated with retailers to offer ticket services in station shops. Liverpool city region has also utilized devolved powers to pilot similar schemes on the Merseyrail network. The Rail Reform Group, an advocacy organization comprised of experienced rail professionals, has presented a compelling argument for investing in stations as community hubs and information centers that encompass ticketing services.
When train stations are valued and bustling with activity, they become welcoming and invigorating spaces. They can be reimagined and reconfigured for the digital age, but preserving the human touch must be non-negotiable. In the words of Paralympian Tanni Grey-Thompson in a recent tweet: “So far all my assistance has gone well today. Do you know what made it work? People. People being at the station.”
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