Southeastern announces first phase of ticket office closures consultation

Southeastern has revealed that they are engaging in a discussion (in collaboration with 13 additional train providers) regarding the forthcoming plans for ticket offices. The primary goal highlighted by the train operator is to ensure an increased availability of personnel who can offer personalized assistance to customers who require it. Additionally, Southeastern aims to introduce technological advancements such as e-tickets and Pay-As-You-Go services for individuals who prefer to independently handle their transactions.

Southeastern declares that this action will alleviate the long waiting lines for tickets at train stations and will be supported by the implementation of digital advancements.

Train companies and retailers, such as Trainline, are now selling five million electronic tickets every week. The number of e-tickets being sold is expected to keep increasing as Southeastern introduces more routes that support this digital ticketing system.

Southeastern assures that if the suggestions regarding the future of ticket offices get the green light, the company will provide assistance and instruction to the proficient employees currently stationed at these offices in order to smoothly transition them into alternative positions.

Southeastern currently experiences significant differences among the 180 stations it operates in terms of their opening hours and the number of staff present at the 142 ticket offices. As a result of Southeastern's consultation, the following changes are being suggested:

Travel Centres will be available at 14 of the most crowded stations, delivering a mix of travel details and ticketing options.

In Southeastern's moderate and bigger stations, where it has been decided that ticket offices are no longer necessary, they will be shut down. In general, these stations will have a reduced number of staff members.

In Southeastern's less populated stations, where the sole employee present is the individual working at the ticket office, it has been decided that the ticket office will be shut down.

There are 18 little stations that currently do not have enough staff members present. However, these stations will soon have staff members as they will be reassigned from stations that require more assistance.

All stations that have personnel will remain staffed.

Pending review, these modifications are anticipated to be implemented gradually within the next couple of years.

Steve White, the head honcho at Southeastern, expressed that times have changed and it's high time for Southeastern to adapt by providing a superior, trustworthy, and environmentally-friendly railway system. Revamping how we run our railway stations is long past its due date.

"Our customers have a strong affinity for our employees rather than our ticket offices. This proposal suggests increasing the presence of our staff members to offer in-person assistance to customers, catering to a broader spectrum of needs such as accessibility support and discouraging any form of unruly conduct. It outlines the introduction of 14 travel centers at our busiest stations and the employment of personnel at 18 stations that are currently unstaffed due to vacant positions."

Nowadays, the majority of customers prefer purchasing tickets through their mobile devices in convenient, hassle-free transactions or opt for the Pay-As-You-Go option. Train companies and retailers such as Trainline are currently selling around five million e-tickets every week. As customers have shifted towards buying holidays, shopping, and handling their banking needs online, they can now conveniently purchase rail tickets on their phones whenever it is convenient for them.

"For individuals who prefer self-service, the process of purchasing a ticket will be made incredibly convenient, whether it be through our application, website, or ticket vending machines (TVMs). This consultation aims to guarantee their smooth experience."

"For clients seeking help with ticketing, we will continue to provide support through our travel centers, station staff, and round-the-clock helpline for assisted travel."

Simultaneously, we aim to diminish the financial assistance received from taxpayers while securing a sustainable future as an essential public service. Our objective is to deliver an improved service at a reduced expense.

Nevertheless, the TSSA rail union has expressed its commitment to closely collaborate with the public in order to actively resist the "completely unnecessary widespread shutdown" of ticket offices within the railway system. This comes amidst rumors that the government will soon make an announcement regarding this decision.

TSSA has a well-established stance against the widespread shutdown of ticket offices, as a considerable number of its members are employed in these crucial positions. In the past, the union has highlighted the substantial adverse effects this approach would inflict upon various demographic groups, compromising the safety and accessibility of railways.

TSSA's temporary General Secretary, Peter Pendle, stated: "Should the government choose to take this path, it should be aware that we will vehemently resist the complete and unnecessary shutdown of ticket offices."

"We will collaborate closely with the public in our efforts, and they will promptly recognize that this decision by Ministers is a step in the wrong direction. The presence of booking office staff is crucial as they provide passengers with guidance and support regarding ticket details, station safety, and can help those who have disabilities, limited mobility, or young children."

The closure of ticket offices would have a significant effect on a large number of individuals and negatively impact our communities across the country. We urge the public to oppose this and join us in our efforts to resist it.

"We also require Members of Parliament from all parties in the House of Commons to express their strong stand against any harm inflicted upon the railways. It is imperative that the government provides transparent insights into their intentions and the implications it holds for our associates. This way, we can ensure an inclusive and functional railway network that caters to the needs of everyone."

The discussion at Southeastern will occur in stages. Initially, the focus will be on 40 ticket offices located in Southeastern's Metro area. These offices are characterized by low daily ticket sales, with each selling fewer than 50 tickets. Moreover, customers can conveniently utilize the Pay-As-You-Go system (simply tapping in and tapping out) for their travel needs. It is worth noting that a significant portion of these ticket offices only manage to sell 10 tickets or even less per day.

The opportunity for consultation regarding the Metro stations is now available, starting today. Furthermore, consultations for all remaining stations will be carried out in the upcoming Autumn season.