Passenger Focus has welcomed the Department for Transport's (DfT) decision to reject many of South West Train's (SWT) revised ticket office opening hours
After lobbying from Passenger Focus and London TravelWatch, the Government has told SWT it can only reduce ticket office opening hours where it has less than 12 sales an hour. In instances where understaffing had reduced ticket sales to date, the DfT has rejected proposals to reduce opening hours further.
The national rail watchdog received thousands of objections from passengers to SWT plans to slash its ticket office opening hours prompting Passenger Focus to oppose the move.
Passenger Focus said it now had to look at the DfT's decision in detail to see the extent of cuts allowed. However, Passenger Focus's initial analysis shows that the DfT has significantly reduced the number of offices that SWT can close completely over the weekend.
Anthony Smith, Passenger Focus chief executive said: "This is a victory for the thousands of passengers who stood up and told the Government they didn't want to lose their ticket office staff. The Government has listened to passengers' concerns and has saved those ticket offices which are currently well used. The DfT has supported our call that train companies can't get away with blanket closures as passengers tell us they need staff for security, journey advice and ticket sales."
Jocelyn Pearson, Passenger Focus manager covering SWT, agreed some passengers would still lose out under the DfT approved plans. "There will still be cuts across SWT network and there will be stations which will remain closed all weekend. However, the Government has backed our request for help points to be made available for passengers to obtain accurate journey and ticket advice when ticket offices are shut. We will push the train company to make sure passengers are put through to a staff member who can give accurate journey and fare advice."
The passenger watchdog also welcomed the DfT's call for SWT to review its penalty fares scheme where ticket office hours are being changed.
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