The deadline of a public consultation on plans to close nearly all railway station ticket offices in England has been extended until September, the Rail Delivery Group has confirmed.
Train operators unveiled proposals earlier this month for mass closures of station ticket offices after Transport Secretary Mark Harper urged them to cut costs.
A three-week consultation on the plans was announced on July 5 by the Rail Delivery Group, which said staff would move out of ticket offices, adopting new “customer help” roles already in place on many parts of the rail network.
In a statement issued on Wednesday, Jacqueline Starr, chief executive of the Rail Delivery Group, said: “Train companies have listened to feedback and are extending the time available to respond to the consultation on changes to how tickets are sold at stations to 1st of September.
“Operators are keen to give more people a chance to give their views on the proposals, so they can bring the railway up to date with dramatic shifts in customer buying habits while supporting all its customers as the railway evolves and adapts.
“While local plans vary, the aim of the proposals is to bring staff out from behind ticket office windows to offer more help for customers buying tickets and navigating stations.
“At the same time, ticket vending machines are being upgraded to offer a wider range of fares and we have committed that no customer will have to go out of their way to buy a ticket.”
The RDG has said the proposals would mean more face-to-face support was available across the network to choose the cheapest tickets and advise on journey planning, as well as support those with accessibility needs.
The plans have drawn fierce criticism from groups representing passengers and the Rail, Maritime and Transport union (RMT).
Responding to the announcement, Transport Salaried Staffs Association (TSSA) joint interim general secretary Peter Pendle said: “Three weeks was never long enough for a meaningful consultation and I’m glad to see the Government backing down on that.
“TSSA has been clear from the start that ticket office staff are essential for safe and secure travel for vulnerable passengers, especially women, and for an inclusive and welcoming railway for passengers with disabilities.
“The unreasonably short three-week consultation period looked like a cynical attempt to silence the voices of the most vulnerable rail users in order to rush through savage cuts to our members’ jobs.
“Whilst the extension to the consultation is welcome, what rail users really need is for this cynical and unnecessary plan to cut ticket office staff to be shelved completely.”
A Department for Transport spokesperson said: “While this is a matter for the industry, it is right that train operators have listened to feedback and extended their consultations, following continued engagement with stakeholders, including accessibility groups.
“Following the consultations, independent passenger bodies will continue to play a vital role in assessing and shaping proposals.”
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