Local public consultation now closed
Between Wednesday 5 July and Friday 1 September 2023, passengers were invited to comment to transport watchdogs Transport Focus and London TravelWatch on proposals made by rail operators about how tickets are sold and to improve customer service.
We are now working with both watchdogs to review your feedback and will keep you updated on next steps. We would like to thank you for taking part.
The rest of this page contains information from during the local public consultation period.
Consultation extended to Friday 1 September 2023
We know some customers have asked for more time to understand information and make any submission to Transport Focus or London TravelWatch that they may wish to make.
Feedback is important to us, and so for anyone that needs additional time to respond, the local public consultation has now been extended until Friday 1 September 2023. Customers who have already responded do not need to do so again.
Have your say
From Wednesday 5 July 2023, passengers are being invited to comment to transport watchdogs Transport Focus and London TravelWatch on proposals made by rail operators about how tickets are sold and to improve customer service.
The proposal aims to better support passengers by moving colleagues out from behind traditional ticket offices windows, which would close, onto station concourses where customers need them most, making them more visible and accessible.
The aspiration is that colleagues would move to roles that cover a broader range of customer needs in the future – from travel and fares advice to accessibility assistance – following engagement with both colleagues and the unions.
These potential plans support wider moves to modernise the railway, put customer service at its heart and would offer a more varied and interesting role for colleagues.
No final decisions have been made as the industry is currently at local public consultation stage.
No stations that have staff today will become unstaffed and station opening hours would remain the same.
For a comparison of current and proposed hours when ticketing assistance would be available, please view the public consultation document in either PDF or Excel form.
A full Equality Impact Assessment for each station has been completed and, if these proposals go ahead, we would continue to provide assistance in line with our Accessible Travel Policy commitments.
While not part of the local consultation materials, we have published an overarching Equality Impact Assessment to help explain how we are using a structured approach to help safeguard the interests of protected groups, including disabled people. The published Equality Impact Assessment is a live document subject to change, for example to include additional information gained through the public consultation.
The proposed changes reflect that the way customers buy tickets has changed significantly in recent years, with a reduction in ticket office use. Most tickets are now bought online or from ticket machines, which can sell the vast majority of ticket types, and eticket readers are fitted across the GTR network. In fact 9 out of 10 tickets are now purchased outside of traditional ticket offices.
Our colleagues have a valuable role in helping customers, which these proposals aim to enhance. In-person assistance would still be available to help customers use machines and advise on the best value-for-money fares.
Welcoming everyone to the railway is central to all industry reforms and colleagues would continue to provide accessibility support and assistance, meeting the needs of all customers as well as continuing to offer travel advice and to support the safety and security of our stations for example by being a presence to deter anti-social behaviour.
How to take part in the consultation
Following extension, the public consultation runs until Friday 1 September 2023, as originally announced on in-station posters like this.
To see what is proposed at your station please view the public consultation document in either PDF or Excel form.
As this public consultation is being carried out by Transport Focus and London TravelWatch, GTR (Southern, Thameslink, Great Northern and Gatwick Express) cannot take your feedback directly. The only way to ensure your response is accepted is to complete the consultation by emailing or writing to Transport Focus or London TravelWatch. Details on how to contact the watchdog for your station are available here.
Unfortunately, if you do not submit via the main consultation, your response will not be considered. We cannot pass on feedback on your behalf.
Printed copies, including a large print version, of the information about this consultation can be obtained on request at staffed stations. If you require an alternative format, then please call 0345 026 4700 or textphone 0800 138 1018.
Please note, some of these materials will refer to the original closure date of Wednesday 26 July. Please ignore this reference, the closure date is now Friday 1 September 2023.
Download alternative formats here: