Lord Lucas – 2016 Parliamentary Question to the Department for Transport

The below Parliamentary question was asked by Lord Lucas on 2016-03-03.

To ask Her Majesty’s Government, further to the Written Answer by Lord Ahmad of Wimbledon on 3 March (HL6266), whether they consider that the changes to the opening hours of ticketing offices proposed by Govia Thameslink Railway can be described as proposals to improve the passenger experience at stations” in the light of proposals for reduced ticket office hours and the continuation of ticket machines; and whether they consider that the introduction of smaller seats and the removal of tea trolleys will also “improve the passenger service”.”

Lord Ahmad of Wimbledon

Govia Thameslink Railway (GTR) were awarded the franchise on the basis that they would make improvements to the passenger experience both on trains and at stations. Further to my written answer on 3 March, GTR are consulting on proposed changes to ticket office opening hours at some stations. As part of these proposals, GTR plan to introduce the role of ’Station Host’ who will be on duty for times in excess of the current ticket office opening hours. The Station Hosts will be there to provide customer assistance including help with ticket purchases and information provision.