Proposed Railway Ticket Office Closures **Update**

Today 31st of October 2023, the Transport Secretary announced that following the consultation process, ticket offices will not be closing.

Closing ticket offices would have reduced or in some cases eliminated face-to-face interactions with knowledgeable staff who provide personalised assistance and guidance, negatively impacting passengers, who require additional support or have specific travel queries.

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The Proposed Ticket Office Closures in England and Their Impact on Customer Services at Railway Stations, and the Role of Railway Chaplains in Addressing Staff Concerns

The proposed closure of ticket offices in England's railway stations presents a complex situation with both advantages and disadvantages. While cost efficiency and technological advancements are driving forces behind the closures, the potential impact on customer services and staff concerns cannot be ignored.

The proposed closure of ticket offices in railway stations across England has sparked a range of concerns regarding the impact on customer services. Alongside these concerns, railway chaplains play a crucial role in providing support and guidance to staff members. So I want us to explore the pros and cons of ticket office closures, their effect on customer services, and how railway chaplains can respond to the concerns of staff during this transition.

First, in a time of austerity, there is a clear economic argument from the Government for closing ticket offices. Closing ticket offices can result in substantial cost savings for the railway industry, the cost of which is ultimately in the hands of the Treasury. Part of the argument is that these funds can be redirected towards improving infrastructure, services, and employee training, thereby enhancing the overall customer experience.

There are also the technological advancements that we have seen in recent years, with the move towards a ‘Digital Railway’. Embracing digital ticketing options aligns with the growing trend towards modernisation. The implementation of self-service kiosks, mobile apps, and online platforms streamlines the ticketing process, reducing waiting times and providing passengers with convenient access to tickets.

Digital ticketing enables passengers to purchase tickets anytime and from anywhere, offering greater convenience and flexibility. This accessibility caters to the evolving needs of a tech-savvy society and can enhance the overall travel experience.

However, many are highlighting concerns about these plans. Closing ticket offices might reduce or in some cases eliminate face-to-face interactions with knowledgeable staff who provide personalised assistance and guidance. This loss of human touch may negatively impact passengers, particularly those who require additional support or have specific travel queries.

While digital ticketing systems have improved, technical issues and connectivity problems can arise, causing frustration and longer queues at remaining customer service points. This may lead to a decline in customer satisfaction and dissatisfaction among staff members who bear the brunt of passenger frustrations.

The proposed closures have created uncertainty and anxiety among staff members who may face job losses or changes in roles. There are some, though small in number, who due to health issues work in the ticket office, as they are regarded as not being able to perform other duties. There are some stations where lone working is a concern, especially as the nights grow dark, if staff are to be out of the security of the ticket offices, this is not just an intercity concern but rural stations also experience antisocial behaviour that can put staff and passengers at risk.

As a chaplaincy service to the railway industry, Railway Mission is not in a position to take one particular point of view concerning the proposed changes. Nevertheless, railway chaplains can play a crucial role in providing emotional support, guidance, and counsel to address the concerns and well-being of employees during this proposed transition.

Railway chaplains can provide a safe space for staff members to express their concerns, fears, and frustrations. By actively listening and offering emotional support, chaplains can help employees navigate the challenges and uncertainties associated with the proposed ticket office closures.

Railway chaplains can offer guidance and encouragement, helping staff members find strength, resilience, and hope during this transition by promoting well-being and personal growth. Chaplains can also act as mediators between staff members and railway management, fostering open and constructive dialogue. This ensures that employees feel supported, valued, and prepared for the changes brought about by ticket office closures should they proceed after the consultation.