Public consultation closed

Update on local ticket office consultation

Over the summer of 2023, a local public consultation was run with Transport Focus and London TravelWatch on proposals about how tickets are sold, to improve customer service. We would like to thank everyone that took part in this consultation.

Transport Focus and London TravelWatch have updated us they are supportive of the principle of redeploying staff from ticket offices to improve the overall offer for customers.

However, they have also made clear that they are not able to approve these changes as there is feedback related to the railway as a whole which has not been completely addressed.

As a result, following the process of the Ticketing and Settlement Agreement, all proposals have been withdrawn and will not be introduced.

The consultation has, however, raised interesting ideas on related issues, such as expanding the types of products that can be sold at ticket machines. Where possible, with the wider industry we will look to introduce ideas such as this.