Passengers Express Concerns Over Potential Closure of Ticket Offices in South Essex
Passengers in south Essex are expressing shock and concern over the proposed closure of ticket offices across the region, fearing that it will tear the heart out of the railway system. The changes would see the majority of stations closing their ticket offices, while others would have reduced opening hours—a move that has sparked criticism from commuters and community members alike.
One such passenger, Simon Harris, a member of the advocacy group Man Behaving Dadly, expressed his shock upon learning that the ticket office he frequently uses in Hockley is slated for closure. Harris believes that the government and train operating companies are underestimating the crucial role these ticket offices play in the community. He highlights the dedicated service provided by the staff, who go above and beyond to ensure passengers receive the best value tickets. They also actively engage with residents through local Facebook groups, keeping them informed about timetable changes, industrial action, engineering works, and even individual items of lost property. Additionally, ticket office staff make efforts to create a welcoming environment by decorating the ticket hall area.
Harris further emphasizes the importance of human contact provided by ticket office workers, particularly for passengers who may not experience this level of support elsewhere. He recounts an incident where his then-four-year-old son was upset about not having a ticket for his free journey. The ticket office workers heard the young boy’s distress and went out of their way to find him on the platform, giving him his own ticket to keep. Harris warns that closing these ticket offices would have a devastating impact on the railways—comparable to the effects seen during Dr. Beeching’s era of rail cuts.
Other passengers, including Val Davies and Rachelle Stone, echo these concerns. Davies argues that ticket machines often cause queues and can be prone to technical issues, making the presence of a ticket office necessary. Stone questions how blind or partially sighted individuals will manage without the assistance of stationary staff, calling the idea of finding roaming staff members within a station ridiculous—especially for those with disabilities.
Jamie Burles, the managing director of Greater Anglia, defended the proposed changes, asserting that they aim to provide a more modern and flexible service to customers. Burles argues that these proposals reflect the changing preferences of passengers, who increasingly rely on convenient methods to buy tickets and check travel information. These changes would allow station colleagues to take on a more flexible role, bringing them closer to customers. Passenger assistance arrangements would remain the same, with staff available from the first to the last train. Additionally, mobile teams would offer greater flexibility in providing assistance across the network. More information about the station proposals can be found on the Greater Anglia website, with comments and feedback to be submitted to Transport Focus or London TravelWatch by the end of the public consultation process on July 26.
The ongoing consultation will inform future plans, and the transition to the new model, once formally agreed upon, would likely take two to three years. Greater Anglia assures passengers that all commitments related to accessibility, including for passengers with reduced mobility and those requiring in-person assistance, will continue to be met. Furthermore, no station would become unstaffed due to the proposals, and other station facilities such as waiting rooms and toilets would remain unaffected.
As the consultation period continues, it remains to be seen how the concerns and feedback expressed by passengers will ultimately shape the future of ticket office services in south Essex.
