GTR ticket office proposals – our position UPDATED 1/4/16

23 March 2016

The London TravelWatch Board met yesterday to consider a set of proposed changes to ticket offices at a number of Govia Thameslink Railway (GTR) stations in the London TravelWatch area.

Since the report received by the Board was written we have received several extra pieces of information including representations from local authority lead members, MPs and London Assembly Members. We have processed almost 3,000 additional comments from passengers on top of the 5,000 mentioned in the report.

The Board also noted that there is some uncertainty about the proposals given what has been said by GTR in recent public meetings.

Areas of concern include:

  • reliability of ticket vending machines and the ability to buy all types of ticket at them
  • exactly how and when the planned station hosts would work and when they would be available, especially in complex stations
  • the ability to handle cash transactions
  • whether the operator is intending to pilot these changes at some stations before they are introduced more generally.

In the light of this uncertainty and the additional feedback we have received, the Board felt that it was not able to support the proposals at the moment. It suggests GTR should develop a more considered proposal which could be piloted at a few carefully chosen stations.

London TravelWatch will now formally confirm the decision made by the Board to GTR (copied to the Department for Transport). We will then discuss the next steps with GTR.

UPDATE 1 April 2016

Updated appendices are now available with the information tabled at the Board meeting:

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