Proposals launched to improve customer service and reflect how customers now buy tickets

• Customers encouraged to have their say in a public consultation, which runs from 5 July to 26 July 2023
• Proposal is to move ticket office colleagues out from behind traditional ticket office windows, which would close, onto station concourses
• The aim is to improve customer service and better reflect how most passengers now buy tickets – 9 in 10 purchases are outside of traditional ticket offices
• No station that is staffed today would become unstaffed; in-person help would still be available and accessibility support will continue

Transport watchdogs London TravelWatch and Transport Focus have today launched public consultations on behalf of rail operators across the country, including Govia Thameslink Railway (GTR), to consider how tickets are sold and to improve customer service in the future. GTR operates Southern, Thameslink, Gatwick Express and Great Northern services.

The proposal aims to better support passengers by moving colleagues out from behind traditional ticket office windows, which would close, onto station concourses where customers need them most, making them more visible and accessible.

The aspiration is that colleagues would move to roles that cover a broader range of customer needs in the future – from travel and fares advice to accessibility assistance – following engagement with both colleagues and unions.

These potential plans support wider moves to modernise the railway and put customer service at its heart, and would offer a more varied and interesting role for colleagues.

No stations that have staff today would become unstaffed, and station opening hours would remain the same. However, the hours when ticketing assistance would be available might change. Customers can view a comparison of current and proposed hours when ticketing assistance would be available on GTR’s websites (see further information below). Many would remain similar or would offer longer hours.

If these proposals go ahead, GTR would continue to provide assistance in line with its Accessible Travel Policy (ATP) commitments; for example, turn-up-and-go support such as ramp access for disabled customers.

In-person assistance would still be available to support customers purchasing from ticket machines and to support the safety and security of stations, for example by being a presence to deter anti-social behaviour. Additionally, it is proposed that 18 of GTR’s largest and busiest stations will have the ability to open their ticket offices to retail specialist tickets* [See Notes to editors below].

Jenny Saunders, Customer Services Director for GTR said: “The proposed changes reflect that the way customers buy tickets has changed significantly in recent years, with most people now buying online or from ticket machines. In fact, 9 in 10 are now bought away from the traditional ticket office and GTR has even fitted eticket readers across its network as so many customers now use digital tickets to travel.

“This is a real opportunity to modernise and improve the experience of our customers. Our colleagues would continue to have a really valuable role in helping passengers – these proposals aim to enhance the excellent work they do. It’s important to stress that no station that is staffed today would become unstaffed and we would continue to provide accessibility support and assistance.

“No final decisions have been made, so we really want to hear the views, questions and ideas that customers may have, and we’d encourage everyone to feed back directly to London TravelWatch and Transport Focus by 26 July.”

How customers can take part in the public consultation

The public consultation runs for three weeks from today Wednesday 5 July to Wednesday 26 July 2023.

Transport Focus and London TravelWatch are carrying out the consultation on behalf of rail operators, including Southern, Thameslink, Great Northern and Gatwick Express.

To feedback, customers should directly email or write to the relevant watchdog for their station. The details of this can be found on GTR’s websites alongside the current and proposed ticketing assistance hours for their station. Unfortunately, responses directly to GTR cannot be considered.

Information about the consultation as detailed above, including FAQs, can be found on GTR’s websites:

• Southern - Public consultation
• Thameslink - Public consultation
• Great Northern - Public consultation
• Gatwick Express - Public consultation

Printed copies of the consultation information that is available on GTR’s websites can be requested at staffed stations and alternative formats are available by calling 0345 026 4700 or textphone 0800 138 1018.

More information about the consultation process can also be found by visiting the Transport Focus website and London TravelWatch website.

Notes to editors

*It is proposed that larger and busier stations will have the ability to open their ticket offices to retail specialist tickets. 18 of these are managed by GTR:

• Bedford
• Brighton
• Chichester
• Eastbourne
• East Croydon
• Finsbury Park
• Haywards Heath
• Horsham
• Huntingdon
• King’s Lynn
• London Blackfriars
• London Victoria
• Luton Airport Parkway
• St Albans City
• Stevenage
• Sutton
• Welwyn Garden City
• Worthing

A further 14 are managed by other operators, but on the GTR network:

• Ashford International (SE)
• Bromley South (SE)
• Cambridge (GA)
• Clapham Junction (SWR)
• Dartford (SE)
• Fareham (SWR)
• Hastings (SE)
• Havant (SWR)
• London Bridge (SE)
• Peterborough (LNER)
• Portsmouth & Southsea (SWR)
• Rochester (SE)
• Southampton Central (SWR)
• St Pancras International (EMR)
• Tonbridge (SE)
• Wimbledon (SWR)