Disability Rights UK note with deep concern that the Department for Transport plan to disclose that up to one thousand rail station ticket office will face closure in a statement next week. Previously we have written to various rail and transport ministers and received little comfort in their replies.
Closures would begin with 21-day consultations, with the DfT and industry argument for closing ticket offices saying is that just 1 in 8 tickets are bought at ticket offices, whereas they say that all tickets can be bought at the many ticket vending machines. However, we know that we can demonstrate by being involved in ‘mystery shopping’ that for various reasons most machines aren't accessible to disabled people, from front screens being inconsistent in operation and design as well as many not accepting cash.
One important point is that the DfT blur the fact that train station ticket offices are also where we seek information and assistance. We argue that whereas the operators are saying that the move would get staff out of the office and onto the train station concourse, it will make it so much harder for disabled people to seek help to find out important information such as platform changes. Disabled and older people, who experience the greatest digital exclusion, are going to be the hardest hit. For people unable to buy tickets online, the ticket office is where they get journey information and the best deals. Station staff in public areas will not have access to the computers that enable detailed journey planning.
It is impossible for disabled people particularly those with sensory and mobility disabilities to find staff all over a station when seeking help particularly at times of disruption. How will people who rely on assistance be able to use the station safely, and on time. Without clear and prompt assistance from people there to help us at stations disabled people will be disadvantaged and even deterred from travelling by rail.
DR UK's Anna Morell wrote about this for the Daily Mirror, saying: "A fifth of the population is Disabled. Two-thirds of rail passengers with disabilities experience barriers to travel according to the Government’s own data.
The closure of ticket offices is a slippery slope to unmanned stations. Disabled people rely heavily on highly trained ticket office staff for journey and timetable information and the purchase of tickets."
An important aspect of ticket offices is that there are some tickets which make it cheaper for disabled people to travel that you cannot buy at most TVM’s as various special discounts are not available on them such as the 50 per cent wheelchair user discount.
In terms of the consultation process for ticket office closures, we feel that the rail companies’ consultations which will be separate to each station may take a lot of time and that by experience these “consultations” will be complex to complete which will make it hard with so many with results not fully detailed and local consultations will exclude the views of Disabled travellers who live outside the local area yet travel to it. For this reason, there should be a national consultation.
We feel that this Government policy is totally disregarding legal duties under the Equality Act and will effectively make the railways a no-go zone for some of the most disadvantaged Disabled people.
'The outcome will reduce confidence in the whole railway system and end the ability for far too many Disabled people to travel by rail at all.'
UPDATE, July 12th: 16 Train Companies propose closing ticket offices
Disability Rights UK continues to fight ticket office closures. We have written to all 16 rail companies stating the fact that train station ticket offices are also where we seek information and assistance. We argue that whereas the operators are saying that the move would get staff out of the office and onto the train station concourse, in fact it will make it so much harder for disabled people to seek help to find out important information such as platform changes. Disabled and older people, who experience the greatest digital exclusion, are going to be the hardest hit by the proposals.
If the plans go ahead, there will be a massive reduction in confidence in the whole railway system and thousands of Disabled people will be discouraged from travelling on the railways at all.'