Passenger Focus reported they have received more than 18,000 letters, postcards and petitions from passengers opposing London Midland plans to cut its ticket office opening hours at 87 stations.
Passengers who responded to Passenger Focus on the consultation have categorically said ‘no’ to the train company’s plans. The sheer scale of the response reinforces Passenger Focus’ research which shows that station staff are important to passengers for ticket sales, journey advice and general reassurance.
Although Passenger Focus welcomed London Midland’s thoroughness in consulting with passengers on the proposal, it has raised concerns that information collected on ticket sales is not detailed enough to allow a proper assessment of the proposed changes.
The volume of objections received means it is even more important that final decisions are based on the most up-to-date and comprehensive analysis of ticket sales. For these reasons, Passenger Focus has objected to London Midland’s changes.
The independent passenger watchdog received petitions with more than 14,500 signatures, 706 responses from individuals, 3271 pre-paid postcards from across the West Midlands and almost 100 letters from passengers in Winsford and Hartford alone. Parliamentarians, rail user groups, unions and local government also contacted Passenger Focus opposing the closures. Only one contact was in support of plans.
Anthony Smith, Passenger Focus chief executive, said:
“Times are difficult and it’s important that train companies make best use of their resources. London Midland has done a good job in talking to its passengers about its plans but the message back is clear. Passengers were almost unanimous in their request for staff at the station, raising concerns about ticket machines and the need for staff for advice and assistance on ticket sales.
“We fear these plans will lead to passengers paying more for their tickets than they should. Ticket vending machines are important, but while they don’t offer all ticket types or provide advice to ensure passengers get the cheapest fares, there will be a need for station staff.
“Finally, passengers want staff on hand for help on the station and for security reasons. For all these reasons we’re calling on London Midland to address the concerns passengers raised.”
