Ticket offices to close as rail operator unveils modernisation plans

West Midlands Railway has published proposals to modernise the way train tickets are sold at stations.

The proposals - put forward by train operators across England - represent the biggest change to customer retailing since the 1990s, when 82 per cent of all tickets were sold at ticket offices, compared to just 12 per cent today.

A consultation on the reforms will provide rail passengers with the opportunity to have their say on the plans, which aim to follow other modern retailers such as airlines, supermarkets and banks in adapting to consumer demand and providing a quicker, smoother and more convenient experience.

Under the plans, all ticket offices in their current form would close over the next three years, but the operator would retain six hub stations across the network - Birmingham Snow Hill, Sutton Coldfield, University, Walsall, Wolverhampton and Worcester Foregate Street.

WMR says these hubs would enable the evolution of retail and the multi-skilling of staff, offering enhanced retail facilities and customer support while industry fares, ticketing and retail reforms are delivered. In the meantime, cash will continue to be accepted across the rail network.

Mobile teams would move between stations and be deployed to offer extra help where needed.

Ticket vending machines would be upgraded to make sure customers can still buy the most popular tickets at stations and many staff will have hand-held devices.

New customer help points would also be introduced at stations as part of the proposals.

Nationally around half of all sales are now online, with many customers choosing to use more convenient ways of paying for their journey, including online and self-service ticket machines. An estimated 99 per cent of all transactions made at ticket offices last year can be made at TVMs or online.

Ian McConnell, managing director of West Midlands Railway, said: “We need to evolve with our customers, as well as creating a more sustainable railway that 's fit for the future.

“Our proposals would mean staff being more visible and available where customers most need them; on concourses and platforms to help with journey planning, finding the right ticket and supporting passengers with accessibility needs.

“We understand that some customers have complex needs and some are less comfortable using digital technology. That 's why we will be consulting widely with relevant groups and looking at ways of supporting all our customers to ensure that no-one is left behind. ”

Read more information on West Midlands Railway 's proposals.