Train operating companies (TOCs) have extended the consultations on their plans to close thousands of ticket offices across the country, following widespread criticism of the process.
The Rail Delivery Group (RDG) said the consultations into what they euphemistically called their review of ‘how tickets are sold at stations’ by an extra five and a half weeks until 1 September.
It said that in increasing the time available, train operators are listening to feedback and hope that more people will have the opportunity to have their say.
The RDG added that together with the ‘extensive and on-going engagement with accessibility groups’, as well as the independent passenger watchdogs scrutinising the proposals, the responses will shape final plans so that all passengers are supported as railway retailing is updated for the smartphone era.
The initial consultation was due to end on Wednesday (26 July) after 21 days. TOCs had been widely criticised for holding such a short consultation on such major changes, with disability campaigners beginning legal action over the accessibility of the consultation to people with disabilities, who are most likely to be affected.
The RDG claimed that the proposals ‘aim to bring staff out from behind ticket office windows to provide more support for customers’, but admitted that ‘local plans vary’, reflecting the fact that many TOCs have published plans setting out lower staffing levels than at present.
Louise Haigh MP, Labour's shadow transport secretary, said: ‘This delay is proof that the ticket office closure process has been a sham from the start. The Tories tried to ignore passenger and staff concerns and railroad through these huge changes to our rail network.
‘They must halt this chaotic consultation process and come clean about their plans for the future of our railways.’
Watchdog Transport Focus pointed out that at the end of the consultation, it and London TravelWatch have 35 days to discuss the proposals and representations, after which ‘an objection to particular proposals may be made’.
It added that if a TOC proceed contrary to an objection, the matter is referred to the transport secretary.
Chief executive Anthony Smith said: ‘Transport Focus and London TravelWatch have received more than 170,000 comments already. This feedback is currently being logged and reviewed alongside individual train operator proposals.’
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