Train operators are asking for views on their plans to close ticket offices at stations across the UK including Warrington Bank Quay station and Warrington West. Warrington Central is one of a small number of stations where the ticket office would stay open.
Avanti and Northern are proposing that ticket office windows at stations will close because a small number of tickets are purchased at the window, with staff moving to multi-skilled Customer Ambassador roles where they would be available to give advice about the best and cheapest fares via ticket machines, as well as supporting customers with accessibility needs on ticket concourses and on platforms. The overwhelming majority of people already buy tickets online or via the ticket machine.
I think the staff at WBQ are really helpful and when I travel through at peak times are already on the concourse helping with ticket enquiries however I see them often pulled away to deal with other matters which means there would be nobody there to ask for information if trains are delayed and the ticket office closes.
I’ve got some reservations about the plan to do this at such a busy mainline action like Warrington Bank Quay. The ticket window is a clear place where someone is available to give advice (even if you have to queue for a few minutes) particularly if you’re not familiar with the station, don’t travel regularly or not sure how to use the ticket machines. There’s no detail provided by train operators as to how many interactions take place at ticket windows which are advice related rather than straight purchases.
Ticket offices closed some time ago on London Underground stations and there are now lots of staff on the concourse helping users and at ticket barriers. I’d want to be certain there is a commitment to maintain staffing levels in Warrington so that elderly and vulnerable travellers aren’t disadvantaged.
Details of the consultation for Avanti are here: https://www.avantiwestcoast.co.uk/consultation
Details of the consultation for Northern are here:
https://www.northernrailway.co.uk/consultation-2023
You can make a response here: https://www.transportfocus.org.uk/ticket-office-consultation/ with the closing date of 26th July.
