On 5 July 2023, most train operators in England launched consultations on changes to railway station ticket offices and staffing at railway stations. Under the proposals, most ticket offices will close, with staff moved to platforms and concourses to support passengers, albeit not necessarily on a like-for-like basis. Many operators are proposing reductions in staffing hours alongside the ticket office closures.

This paper sets out the Urban Transport Group's position on the proposals. We are not opposed to improving the way that passenger needs are met by staffing provision at stations, however, we have significant concerns about the current proposals. These are in three areas – the consultation process; the impact on passenger experience; and the interaction with wider goals that city regions have for our people and places.