Bridgwater politicians condemn proposals to close train ticket offices

Great Western Railway (GWR) is taking views as part of a national consultation on  ‘modernising ticket sales’ by moving staff onto platforms and concourses.

This comes after the Rail Delivery Group unveiled proposals that could lead to nearly all ticket offices being shut. 

But Mr Liddell-Grainger has described the consultation as a “total sham” and claims decisions to reduce ticketing facilities to machine-only at stations including Bridgwater and Taunton have already been taken. 

He also believes the move would inconvenience rail users and prioritises profits over improving services for customers. 

Because of digital tickets, GWR says “fewer people than ever” are using ticket offices, and only 14.5 per cent of tickets used on its network are sold at them. 

It also says the proposals would allow staff to be better trained to help customers in more ways wherever they are in stations – including people with additional accessibility needs.

The proposals are open for the public to “test and examine” online. 

Mr Liddell-Grainger has urged rail users to object to the proposals. (Image: Archive)

Mr Liddell-Grainger said: “GWR wrote to me about this under the heading ‘changing how we sell tickets at stations’.

“The wording should have read ‘raking in more money while giving even less of a toss about travellers’.

“Many people, particularly the elderly, do not have home computers and therefore cannot buy online.

“And when they arrive at a railway station, they often need more than a ticket: they need information – information which only a manned ticket office can provide.

“I would urge every local rail user to object to these changes even though the ‘consultation’ GWR has launched is a total sham.

“I shall also be writing to GWR to inquire how many jobs will be lost once the ‘consultation’ is over and it proceeds with the ticket office closures it has clearly decided to impose.”

GWR says a letter has been sent to trade unions that ‘opens consultation on ways of avoiding dismissals’, including staff transfers and re-training. 

No members of staff have been served with a notice making them redundant. 

GWR says the consultation “is designed to allow the public to test and examine our proposals”.

The Bridgwater Labour Party is also seeking clarification from GWR about the operator's intentions for the ticket office at the town's station.

Councillor Irena Hubble said: “Staff at ticket offices such as those working at Bridgwater station are undervalued.

“Their expertise and knowledge of the ticketing systems and routes on offer gives passengers an excellent service and positively encourages use of the railways.

“However, it is not just this valuable service that would be lost by reducing the office hours but also the customer focus when disabled, autistic and blind passengers try to use the railways.

“It is public transport for all and, in the light of climate change, it is vital we invest in this public service.”

A GWR spokesperson said: “Digital tickets have made it easier and faster for customers to buy and manage tickets online, which means fewer people than ever are using ticket offices.

“With 85 per cent of ticket sales taking place outside a ticket office on the GWR network, we think it makes sense to put our people where they can be most help to customers.

“This consultation is designed to allow the public to test and examine our proposals, and make sure our plans are compliant with the safeguards put in place at privatisation so that the needs of customers will still be met.”

The ticket office at Bridgwater station is currently open between 6.30am and 2.15pm on weekdays and Saturdays. It is closed on Sundays. 

For more information about GWR's consultation, visit www.gwr.com/haveyoursay.