Thank you for contacting me about ticket offices at railway stations.
As you are aware, Northern Rail are proposing changes which they say will improve customer service and modernise ticket sales across the rail network. This will affect customers and rail users at both Hebden Bridge and Todmorden Stations. It includes a shift towards digital ticketing and transforming ticket office staff into multi-skilled 'customer help' roles.
The consultation period was extended until Friday, 1st September 2023. Transport Focus report that they received 170,000 comments and extended the deadline as it was clear that public interest is very high.
Information on the next steps in the consultation process can be found on the Transport Focus website here.
The process for train operators to propose any changes to the opening hours of ticket offices or close ticket offices is set out in the Ticketing and Settlement Agreement. The agreement regulates what train operators do in terms of fares ticketing and retailing across the network and requires train operators to put notices at the station advising passengers of any proposals and what any changes could mean for them. If passengers have objections, these can be raised via the passenger bodies (Transport Focus and London Travel Watch).
I believe in making it as easy as possible for passengers across the country to travel on our railways.
Thank you again for taking the time to contact me.
Craig Whittaker
September 2023