THE majority of ticket windows at train stations in Dorset, Somerset and Wiltshire are to close under new plans revealed by rail operators.

A consultation has been launched over proposals for all stations in the areas, run by operators Great Western Railways and South Western Railway.

The train companies say the plans, which would see staff taken out of ticket offices and instead work on platforms and concourses, would bring workers ‘closer to customers in other locations at the station to support and assist with ticket purchases’.

However, the plans have sparked concern from unions and disability groups.

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

The closures would be implemented over the next three years, if approved by the Government, with the consultation running until July 26.

Great Western Railways, which runs stations including Frome, Castle Cary and Bath Spa, said: “We are consulting on proposals to move ticket office staff into other areas of the station where they can help more customers, as transactions from ticket offices drop below 15%.

“The consultations are happening as part of an industry-wide set of proposals that would mean ticket office staff would work on station platforms and concourses where they can be closer to customers.

“Subject to consultation, ticket offices could be phased out over a number of years.

“Ticket office staff would be freed up to work in other areas of the station where they are closer to customers and better placed to help, in line with models already in place at some Great Western Railway stations such as Newbury or Reading Green Park.”

South Western Railway, which oversees stations including Poole, Salisbury and Templecombe, said: “South Western Railway is proposing changes to the way it sells tickets and provides customer service at its stations.

“This proposal forms part of plans to modernise the railway and bring it more in line with modern consumer expectations. It reflects significantly reduced usage of ticket offices over the past decade as customers move to alternative, more convenient ways of buying tickets.

“It is proposed that ticket office windows at all our stations will close, with staff moving to other station areas, where they are better placed to help customers buy tickets, provide expert travel advice, information and assistance for customers.

“Customers will still be able to access the same products and services as they do today through South Western Railway’s website, our mobile app, contactless payment, pay as you go, and at our customer contact centre, or at the station.

“We will continue to meet all our commitments on providing accessibility for passengers, including passengers with reduced mobility and people requiring in-person assistance.”

How will the ticket office closures affect my station?

Some stations will keep ticket offices – although numbers are set to be reduced – with most losing all ticket windows completely.

South Western Railway

South Western Railway has assigned each station a category, from 1 to 4.

Category 1 stations, the company says there will be multiple staff available to help customers ‘every day of the week’.
“The locations of category 1 stations ensure that our customers are never too far from a location where a ticket can be purchased from interim additional retailing facilities, while the industry fully transitions to digital ticketing,” they said.
Around 80% of customer journeys are through a category 1 station, the company added.

Category 1 stations include:

Poole
Current Ticket Office times:
Sunday: 9am – 7pm
Mon-Fri: 5.55am – 7pm
Saturday: 9am – 7pm
Proposed staffing times:
Sunday: 6am – 2am
Mon-Wed: 4.50am – 2am
Thu-Fri: 4.50am – 2.15am
Saturday: 4.50am – 2.30am

Salisbury
Current Ticket Office times:
Sunday: 8.10am – 8pm
Mon-Fri: 5.30am – 8pm
Saturday: 6.20am – 7.30pm
Proposed staffing times:
Every day: Midnight – 11.59pm

Salisbury train station

Weymouth
Current Ticket Office times:
Sunday: 8.40am – 6pm
Mon-Fri: 5.45am – 6.05pm
Saturday: 6.10am – 6.05pm
Proposed staffing times:
Mon-Sat: 5am – 12.30am
Sunday: 6am – 12.45am

Yeovil
Current Ticket Office times:
Sunday: 8.55am – 6.25pm
Mon-Sat: 6am – 7.20pm
Proposed staffing times:
Every day: 6am – 7pm

Wareham
Current Ticket Office times:
Sunday: 10am – 2pm
Mon-Fri: 6.10am – 6.30pm
Saturday: 7.15am – 1.50pm
Proposed staffing times:
Every day: 6am – 7pm

Category 3 stations, meanwhile, will have ‘at least one colleague available at set times’.

“Most journeys from these stations are already made using tickets purchased through digital channels or via ticket vending machines,” the firm said.

“The colleague at a category 3 station will be multi-skilled and able to support customers to buy tickets using digital channels and ticket vending machines, plan their journeys, answer any queries and more.

“South Western Railway will have colleagues available at alternate stations on Mondays to Saturdays or Tuesdays to Sundays to ensure customers are never too far from a station with retail support.”

“At these stations, customers will be able to buy standard walk up tickets, monthly and weekly season tickets, and Railcards,” the company added.

Category 3 stations, with proposed changes, include:

Templecombe
Current Ticket Office times:
Mon-Fri: 6am – 11am
Saturday: 9am – Noon
Proposed staffing times:
Monday: Unstaffed
Tue-Fri: 6am – 10am
Saturday: 9am – 1pm

Wool
Current Ticket Office times:
Mon-Fri: 6am – 11am
Saturday: 9am – 1pm
Sunday: Unstaffed
Proposed staffing times:
Mon-Thu: 6am – 10am
Friday: Unstaffed
Saturday: Unstaffed
Sunday: 9am – 1pm

Dorchester South
Current Ticket Office times:
Sunday: 8.45am – 4pm
Mon-Fri: 5.50am – 6.15pm
Saturday: 6.45am – 5pm
Proposed staffing times:
Sunday: Unstaffed
Mon-Fri: 6am – 12.45pm
Saturday: 6am – 12.45pm

Sherborne train station

Sherborne
Current Ticket Office times:
Sunday: Unstaffed
Mon-Thu: 7.10am – 2pm
Friday: 7.10am – 5.40pm
Saturday: 8am – 3pm
Proposed staffing times:
Sunday: 9am – 1pm
Mon-Thu: 6am – 10am
Friday: Unstaffed
Saturday: Unstaffed

First Great Western

First Great Western has announced staff will be present at stations, largely inline with current ticket office hours, despite the ticket offices themselves closing.

For all stations listed below, the firm said: “Colleagues move closer to customers in other locations at the station to support and assist with ticket purchases. Ticket Office windows close.”

The proposals for stations include:

Bath Spa
Current Ticket Office times:
Sunday: 7.45am – 8pm
Mon-Fri: 6am – 8pm
Saturday: 6am – 8pm
Proposed staffing times:
Sunday: 7.30am – 8.30pm
Mon-Fri: 6.30am – 7.30pm
Saturday: 7am – 8pm

Castle Cary
Current Ticket Office times:
Mon-Fri: 7.30am – 6.30pm
Saturday: 7.30am – 4.30pm
Proposed staffing times:
Mon-Fri: 7.30am – 6.30pm
Saturday: 7.30am – 4.30pm

Frome
Current Ticket Office times:
Mon-Fri: 6.30am – noon
Saturday: 6.30am – 12.50pm
Proposed staffing times:
Mon-Fri: 6.30am – noon
Saturday: 6.30am – 12.50pm

Taunton
Current Ticket Office times:
Sunday: 8am – 7pm
Mon-Fri: 6.30am – 7pm
Saturday: 6.30am – 7pm
Proposed staffing times:
Sunday: 8am – 7pm
Mon-Fri: 6.30am – 7pm
Saturday: 6.30am – 7pm

Westbury
Current Ticket Office times:
Sunday: 11.35am – 6pm
Mon-Fri: 6.50am – 5pm
Saturday: 7.40am – 1.40pm
Proposed staffing times:
Sunday: 11.35am – 6pm
Mon-Fri: 6.50am – 5pm
Saturday: 7.40am – 1.40pm

Yeovil Pen Mill
Current Ticket Office times:
Sunday: 2.30pm – 5pm
Mon-Fri: 7.20am – 6.25pm
Saturday: 7.20am – 2.10pm
Proposed staffing times:
Sunday: 2.30pm – 5pm
Mon-Fri: 7.20am – 6.25pm
Saturday: 7.20am – 2.10pm

How do I have my say over the proposals?

For stations in these areas, responses to the consultation are being managed by Transport Focus.

You can contact them by email to TicketOffice.GWR@transportfocus.org.uk, or by freepost to RTEH-XAGE-BYKZ, Transport Focus, PO Box 5594, Southend-on-Sea, SS1 9PZ.
For full details on how to respond, log on to www.transportfocus.org.uk.