Closing scores of railway ticket offices across London – including most of those on the Southeastern Metro network – raises “very serious questions” over accessibility for disabled people, a cross-party group of City Hall politicians has said.

More than 150 ticket windows in Greater London alone could go under government-led cost-cutting plans, with staff proposed to be relocated to station concourses and platforms to assist passengers. 

The train operating companies – under pressure from Westminster after being supported heavily during the pandemic – point out that only 12 per cent of tickets are now bought at station kiosks.

In a letter responding to the proposals, the London Assembly’s transport committee – comprised of Conservative, Labour, Liberal Democrat and Green Party members – said several measures should be taken before any of the closures happen

Keith Prince, the committee’s Conservative chairman, said he and his colleagues had heard evidence from Transport for All, the disabled-led campaign group, which raised “very serious questions as to what level of service must be maintained” to ensure the railway remains accessible.

“For example, under current guide dog training, there is a command for the dog to find the ticket office in a station’s main concourse, so that their handler can go to the ticket office and buy their ticket,” Prince said.

“Ticket offices are also the only designated point in the station with a hearing induction loop, and many deaf people may be unable to access assistance without this.”

The committee also heard how wheelchair users cannot reach full-height ticket machines, and that some fares, such as the 50 per cent wheelchair user discount, can only be purchased at ticket windows.

Kidbrooke station
The new ticket window at Kidbrooke is among those set to close

Prince said that station kiosks are often the only place that passengers can go to get in-depth specialist advice about the cheapest ticket choices, and that the offices also provide a reassuring presence on a station, and a place to go for help, which he said was particularly important for women travelling on their own or children.

Before proceeding with the closures, the committee said the rail companies should produce equality impact assessments, looking at the closures’ effects on all types of passenger. They added that stations must remain accessible for all and appropriately staffed from first to last train, and that ticket offices should stay open at key interchanges.

A consultation on the changes – initially proposed to only run 21 days – has been extended until September 1.

The train operating companies’ body, the Rail Delivery Group, has consistently defended the proposals and the consultation. Its chief executive Jacqueline Starr has said the industry is listening to accessibility groups’ concerns.

But asked if she could promise that every ticket would still be available from machines or online, including the cheapest, Starr responded: “I’m not going to make promises that I can’t keep”.

She said the industry would work hard to make sure vending machines did offer every ticket where possible.

Southeastern is planning to close 40 ticket offices in and around SE London, while South Western Railway wants to close another 35. Govia Thameslink Railway – which runs Great Northern, Thameslink and Southern services – is proposing the closure of 65 ticket offices. 

Noah Vickers is the Local Democracy Reporter for City Hall, based at the Evening Standard. The Local Democracy Reporting Service is a BBC-funded scheme to help boost coverage of councils in the local media.

To take part on the consultation, visit londontravelwatch.org.uk.