RMT union calls on Sadiq Khan to halt possible ticket office closures on London Overground
The RMT rail union has called on the mayor of London Sadiq Khan to halt the planned closures for ticket offices on the London Overground.
Last September the operator of the London Overground, Arriva Rail London (ARL), announced a review into how people pay for their tube travel, following the boom in people paying for travel via contactless and Oyster cards. The consultation was officially launched two weeks ago.
Transport for London (TfL) has said the review will "modernise" customer service on the Overground, where fewer than 12 tickets are sold per hour.
The RMT has said ticket office workers are needed to prevent and report crime, as many ticket office contain a panic button, CCTV, first aid supplies and a lockable door. It cited figures in TfL's violence report which show that violence against the person has surged by 47 per cent.
RMT general secretary Mick Cash said: “I am calling on Mayor of London Sadiq Khan to oppose this retrograde plan for wholesale closures in the strongest possible terms. Ticket offices play a crucial role at train stations. London needs to greet its passengers, visitors and tourists not with a machine, but a welcoming and friendly ticket office who can provide a full range of services.
"This is just the latest attack on a properly staffed, safe, secure and accessible railway for all and RMT is determined to halt these plans in their tracks.”
Jon Fox, TfL’s Director of Rail and Sponsored Services said: “The way customers pay for travel has changed rapidly as they embrace new technology, creating an opportunity to improve the way stations are managed and how staff serve customers. Arriva Rail London have been engaging with their staff and trade unions and are now consulting with rail industry bodies and London TravelWatch about ticket offices on stations where there are fewer than 12 ticket sales per hour. We encourage customers to share their views through London TravelWatch. These proposals will not compromise safety and all stations will remain staffed at all times.”
Will Rogers, managing director of Arriva Rail London, said: "ARL has been reviewing customer service across the London Overground network as part of a plan to modernise the customer experience. One part of the programme has been to look at how tickets are sold at stations in response to the growing use of new technology, including contactless cards and mobile devices.
"We have been working closely with trade unions on this programme, including undertaking a joint station-by-station review. Ticket issuing data indicates that only 5 per cent of transactions are through ticket offices. These results have informed proposals aimed at meeting the needs of our customers both today and in the future.
"Already ARL successfully operates 16 stations without ticket offices. We have now started a consultation process on proposals to reduce the number of ticket offices on the rest of the London Overground. All views will be carefully considered, and all proposed changes will be safety validated before any final decision is made. All stations will remain staffed while trains are running, with trained staff available to help passengers who require assistance.”