Littleborough Station's ticket office facing closure under new plans to close most ticket offices in England

Plans to shut nearly every train station ticket office in England have been revealed (Wednesday 5 July) - with Littleborough Station's ticket office facing closure.

The Rail Delivery Group has revealed proposals which would see all but the busiest stations’ ticket offices close. These would still sell a full range of tickets.

Northern has confirmed Rochdale Station is amongst those that will remain open, but Littleborough would face closure with the station only being staffed on a part-time basis between 9am and 1pm from Monday to Saturday.

The Pennines station would be unstaffed on a Sunday.

The Rail Delivery Group says if a customer would be unable to buy a specific ticket before boarding the train because it was unavailable at the station, “they would be able to buy one during their journey, at a ticket office en-route, or at their destination.”

Under the plans, ticket office staff would ‘transition’ to customer help roles, resulting in a “more visible and accessible staff presence across the network.” Staff would be moved to new skilled roles and retrained.

The Railway Delivery Group says just 12% of tickets are purchased at ticket offices these days, compared to the mid-90s when 82% of all tickets were sold at ticket offices.

An estimated 99% of all transactions made at ticket offices last year could be made at Ticket Vending Machines (TVMs) or online. Where needed, TVMs across the network will be improved and upgraded.

The Railway Delivery Group says rail companies have made a series of pledges after “extensive and ongoing engagement” with accessibility, safety and passenger groups, including more staff available to give help; customers never having to travel out of their way to buy tickets and always supporting those with accessibility needs.

It also promises that all rail staff will be treated fairly and their new roles will be more engaging

A public consultation on the plans has been launched, lasting for 21 days.

Jacqueline Starr, Rail Delivery Group chief executive, said: “The ways our customers buy tickets has changed and it’s time for the railway to change with them.

“With just 12% of tickets being sold from ticket offices last year, and 99% of those transactions being available on TVMs or online, our proposals would mean more staff on hand to give face-to-face help with a much wider range of support, from journey planning, to finding the right ticket and helping those with accessibility needs.

“Our commitment is that we will always treat our staff, who are hugely valued and integral to the experience our customers have on the railway, fairly, with support and extra training to move into new more engaging roles.

“We also understand that our customers have differing needs, which is why the industry widely sought the views of accessibility and passenger groups when creating these proposals, and will continue to through the consultation.

“We encourage those who wish to take part to go to their local train company website.”

Responding to the announcement, a spokesperson for Transport for the North said: “We understand that the way people buy tickets is changing and that there needs to be reform. However, this should be done in a holistic way, considering the needs of all station users and local communities.

“We are concerned that the focus on ticket office staffing in isolation of wider investment (for example pay as you go ticketing) could lead to disadvantaging certain passengers and communities. We will be working with our partners on a robust response to the consultation using local evidence and knowledge.

“Patronage growth on the railways in the North is strong, albeit people are choosing to travel at different times for different purposes. Done correctly, we can ensure that reform supports growth and the needs of all passengers. But it must not be to the disadvantage of any station users, especially in regards to accessibility and safety.” 

Local resident, Frank Salt, who is both blind and a member of rail campaign group STORM (Support the Oldham, Rochdale, Manchester rail line) said STORM "strongly objects" to the proposals, adding that the group fears closing the manned ticket offices will "pave the way" for "driver-only operation."

He said: "On behalf of STORM, we object strongly to the proposals to close many of the manned ticket offices.

"Although Rochdale Station is, for how long, spared closure, many of the people we represent are regular travellers on the Calder Vally route.

"I myself am totally blind, a Guide Dog user, and cannot access the ticket machines. I also rely very much on the Northern staff to pre-book long journey tickets and passenger assistance at stations on my journey when a change of service is necessary.

"Our fear at STORM is that this reduction in face-to-face assistance will pave the way to driver-only operation, which will mean any help at local unmanned stations will seriously affect safety on boarding trains, which have differing boarding heights from platform level.

"Northern, please reconsider this lowering of service to passengers of differing needs and mobility."

Tony Lloyd, Rochdale's MP, is backing calls made by transport unions to oppose the mass closure of railway ticket offices.

He said: "For many, ticket office provide a place of safety for both staff and passengers.  

"The presence of staff often deters abusive and anti-social behaviour and for disabled passengers, ticket office staff are usually the only staff present when they require assistance. 

"There's also a range of services that would be harder to access for all passengers if staffed ticket offices were replaced by ticket vending machines, such as refunds, discounts, seat reservations and bus connections. 

"Transport Ministers and train companies must think twice about plans for these closures." 

To take part in the consultation, please visit Northern’s website: www.northernrailway.co.uk/consultation-2023