Ticket Office Closures

MQT on 2018-12-20
Session date: 
December 20, 2018
Question By: 
Florence Eshalomi
Labour Group
Asked Of: 
The Mayor


London TravelWatch policy is that a ticket office may be closed at a station if it’s transactions are below 12 an hour. It has recently emerged that the data on the number of transactions at ticket offices provided to London TravelWatch from ARL did not include transactions on Oyster cards. TravelWatch and the DfT have now agreed that Oyster transactions should be included in this data. This has meant that 24 stations with proposed ticket office closures no longer qualify for closure under the new policy. As such, at a recent board meeting London TravelWatch have decided to object to the proposed closure of the twenty four ticket offices. Does the Mayor agree with London TravelWatch’s new position?


Answer for Ticket Office Closures
Ticket Office Closures

Ticket Office Closures

Answered By: 
The Mayor

Oyster sales at ticket offices were not included in Arriva Rail London’s (ARL) consultation data because Oyster is not a product that is mandated for sale according to the Ticketing and Settlement Agreement (TSA) - the national standards relating to rail ticket sales. Many National Rail train operators within the Greater London area already choose not to sell Oyster products at their ticket offices. The decision to include Oyster card transactions in the calculation as to whether a ticket office breached the Department for Transport’s ‘busy’ threshold of 12 sales per hour was made by London TravelWatch (LTW). In line with this, LTW has objected to the closure of the 24 ticket offices where sales including Oyster card transactions exceed 12 per hour at certain times of the day.

I understand that ARL is carefully considering LTW’s formal response to the statutory consultation. No final decisions have yet been taken but, once confirmed, the plans will be widely communicated. Any changes will maintain the highest standards of safety and security. All stations will remain staffed at all times while trains are running from 15 minutes before the first train until 15 minutes after the last train, with staff located in public areas, where customers need them most.