Railway station ticket office closures 'could spark social exclusion'

Great Western Railway and South Western Railway, which both run trains through Wiltshire, say staff would be relocated onto platforms to take advantage of the increased use of new digital technology.

GWR says the number of people buying tickets at most of the offices has dropped to below 15 per cent as more passengers now use online booking or buy at ticket vending machines.

Both Bradford on Avon Town Council and Trowbridge Trowbridge Town Council have objected to the closures and have launched protest petitions.

Bradford on Avon railway station ticket office is one of seven in Wiltshire facing possible closure. Photo: Trevor Porter 70068-1 (Image: Trevor Porter)

Richard Cowell, chair of the West Wiltshire Rail Users Group, says if the ticket offices go, elderly and vulnerable people may stop using the railways to travel.

He said: “GWR may ‘expect customers to switch to buying tickets digitally’ but many people, particularly older ones are not adept in the use of smartphones or the internet to purchase their tickets and will be deterred by the thought of having to use a TVM so will simply stop using the railway.”

Now the Centre for Ageing Better says the closures will risk increasing social exclusion for millions of elderly and vulnerable people, particularly those with disabilities.

Natalie Turner, Deputy Director for Localities at the Centre for Ageing Better, said: “The proposed closure of up to 1,000 railway station ticket offices across the country risks increasing levels of social exclusion for millions.

“The move will have a disproportionate and negative impact on a wide range of passengers who struggle to access services online, including some older and disabled people, people on lower incomes, and people in rural communities. 

“Advancing technology can improve some customer’s experiences but for many it won’t replace the level of support able to be provided by a person.

“This move will undoubtedly deter many from travelling by train including the more than one in four people aged over 65 who do not own a smartphone and the one in five people, rising to almost one in two among those of pension age, who are disabled.  

 “This is part of a broader challenge for society to incorporate new technology for improved customer and user service without deepening exclusion. The closure of bank branches and the uptake of cashless parking indicates that we have not found that balance yet. 

Trowbridge railway station ticket office is one of seven in Wiltshire facing possible closure. Photo: Trevor Porter 70050-1 (Image: Trevor Porter 70050-1)

 “Our State of Ageing report, released in 2022, shows that more than three million people aged 55 and over have never been online.

“People who aren’t online need to be considered in any changes to services and public services should always provide a non-digital alternative. That may limit the levels of cost-savings possible but the exclusion of millions from society, including many vulnerable people, is not worth the price. 

 “The importance of this issue demands the process is handled sensitively. But the scale of these closures, the hasty original deadline for the consultation and concerns the outcome is already pre-determined, raises alarm bells.

“The Centre for Ageing Better is calling for a Commissioner for Older People and Ageing in England for just such instances to ensure that marginalised older people have someone who can advocate on their behalf and push for a fair process.” 

The Rail Delivery Group, set up in 2011 to provide leadership to Britain's rail industry, is consulting on the closures. The deadline for comments has been extended to September 1.

To have your say by September 1, click here.